Arrive Alive Guarantee
Effective immediately Β· All orders Β· Live animals & non-animal products
Our policies are designed to be clear, fair, and straightforward. This page covers refunds, returns, and cancellations for both live fish orders and all other products. Please read carefully before placing your order.
Arrive Alive β Our Promise to You
We provide an Arrive Alive Guarantee for all Betta fish, Guppy, and Flowerhorn orders. Every fish is packed using our proven 10-step process, with a live arrival rate of over 97%. If your fish arrives dead on arrival (DOA), we are here to make it right immediately.
Refunds for Live Fish Orders
If your Betta, Guppy, or Flowerhorn arrives dead on arrival, a refund is available. To qualify, the following steps must be completed exactly as described.
Contact Us Within 12 Hours
Reach out to us within 12 hours of delivery confirmation. Claims submitted after this window cannot be accepted β transit stress and water quality can change rapidly after arrival.
Provide Clear Photographs
Include clear photographs of the fish inside the original, unopened shipping bag. Photos must show the fish and bag condition clearly. Claims submitted without photographic evidence cannot be processed.
What the guarantee covers: The Arrive Alive Guarantee covers the purchase price of the fish only. Shipping costs, customs fees, and any other charges are non-refundable as all services have been fully rendered by the time of delivery.
Important: The guarantee is void if the package is refused at delivery, left uncollected for more than 24 hours, or if the fish is not properly acclimated upon arrival.
A.2 β Cancellations
Cancellations for Live Fish Orders
Cancellation Policy β Live Fish
- Once shipped, orders cannot be cancelled. Preparation begins immediately after the scheduled dispatch date is confirmed.
- If your order is not received within 25 days from the order date, you may request a cancellation for a full refund.
- If you request cancellation before your order has shipped, a 10% cancellation fee will apply to cover payment processing costs.
- We do not accept returns due to the nature of live fish sales. Please review all product details carefully before purchasing.
Our goal is to provide a reliable and transparent service while ensuring the health and safety of every fish during transit. Thank you for choosing us for your aquatic needs.
Non-Live Product Policies
The following policies apply to all non-animal products β equipment, accessories, dry goods, and any other items in our store.
Refunds are offered only for defective products. If you receive a defective item, contact us within 48 hours of delivery with clear photos and details of the issue. Approved refunds will be processed promptly.
We do not accept returns. Please review all product descriptions, specifications, and photos carefully before placing your order to ensure the item meets your needs.
Orders cannot be cancelled once placed. If your product is not received within 25 days from the date of purchase, you may request a full refund.
Defective item? Contact us within 48 hours of delivery at support@thailandbettafish.com β include your order number, clear photos, and a description of the defect.
Questions?
Our team responds to all inquiries within 24 hours. Whether you're asking before placing an order or need help after delivery, we're here to assist.
Contact us at support@thailandbettafish.com with any questions about our policies, your order, or a claim.
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