Refund policy

🐟 Betta USA Aquatic

Live Fish DOA and Order Cancellation Policy

📌 By placing an order, you agree to all of the policies outlined below and are expected to follow them.
In the event of a payment dispute or chargeback, Betta USA Aquatic reserves the right to present these policies as part of our case response.

💀 Dead on Arrival (DOA) Policy

We take great care to ensure your fish arrive alive and healthy. In the rare event of a DOA (Dead on Arrival), please follow the guidelines below to file a claim:

📸 DOA Claim Submission Instructions

  • Deadline: Submit your DOA claim within 2 hours of confirmed delivery (based on carrier tracking info).

  • Proof Required:

    • Clear video and photo of the deceased fish in the unopened bag.

    • Send to: supports@bettaaquatic.com

    • Include: Your full name and order number in the email.

⚠️ Important Notes

  • Claims submitted after 2 hours will not be honored.

  • We are not responsible for DOA fish caused by missed deliveries or delayed pickups.

  • Refunds for DOA fish exclude the shipping cost

  • Customers are responsible for shipping costs on replacement fish if they prefer replacement

  • 📌 Betta USA Aquatic is not responsible for fish that die after being released into your tank.
    Once the fish have been safely delivered and introduced into your aquarium, we cannot guarantee their survival, as we have no control over the tank conditions, water quality, or other environmental factors.

🚫 Order Cancellation Policy

Cancelling an order affects our preparation process, inventory management, and the welfare of live animals. Please read carefully:

💼 Standard Restocking Fee

  • All customer-requested cancellations are subject to a 15% restocking fee (applied to the total order value including shipping).

  • Orders cancelled by us due to stock issues or fish health concerns will receive a 100% refund, including shipping costs.

  • ⚠️ If Shopify flags an order as Medium Risk or higher, we will contact the buyer to verify 💳 payment information and 🪪 government-issued ID to prevent chargebacks. ⏳ If no response is received within 24 hours, the order will be automatically ❌ canceled.

⏰ Cancellations Within 48 Hours of Scheduled Shipping

  • A 20% restocking fee will apply if cancellation occurs within 48 hours of the scheduled shipping date.

  • This fee covers the cost of preparation, fasting, and holding.

🔄 Order Modifications

  • Customers may modify their orders, except for Betta fish, as each is a unique, one-of-a-kind listing.

  • If the replacement item has a higher price, the difference must be paid.

  • If the new item is lower in price, the difference will be applied as a store credit towards your next order (due to active discounts and shipping promotions).

👉 Please review your order carefully before checkout to avoid confusion or disputes.

🧡 Why These Policies Matter

  • Each fish we sell, especially goldfish and bettas, is a premium, single-listed animal.

  • Canceling or modifying an order removes the opportunity for another hobbyist to purchase that specific fish.

  • Preparing live fish for shipment involves multiple steps, including:

    • Fasting

    • Water conditioning

    • Custom packaging

  • These policies help us maintain quality service and ensure the health and well-being of our fish.

 

🛍️ Non-Live Fish / Merchandise Policy

Thank you for supporting our small business! Please review the following policy before purchasing any fan merchandise. By placing an order, you agree to the terms outlined below.

📦 1. No Return Policy

  • All merchandise sales are final.

  • Due to the exclusive and limited nature of our products, we do not accept returns under any circumstances.

💳 2. No Refund Policy

  • We do not offer refunds once an order has been shipped.

  • Please double-check your order details before completing your purchase to avoid issues.

📸 3. Damaged or Lost Items

  • If your item is damaged or lost in transit, please provide:

    • Clear photo evidence of the damage must be provided within 3 hours of receiving the product. Claims submitted after 3 hours will not be honored.

    • Or relevant proof of loss

  • Send all documentation to: supports@bettaaquatic.com 

  • Each case will be reviewed individually, and a resolution will be offered based on the findings. 

⛔ 4. Order Cancellation

  • If your order has not yet shipped, you may request a cancellation.

  • A 3% transaction fee will be deducted from your refund to cover credit card processing costs.

  • The remaining balance will be refunded once the cancellation is confirmed.

  • If Shopify flags an order as Medium Risk or higher, we will contact the buyer via our support email at supports@bettaaquatic.com to verify payment information and a valid government-issued ID in order to prevent potential chargebacks. If we do not receive a response within 24 hours, the order will be automatically canceled. 

🧡 Your Support Means Everything

We truly appreciate every customer who chooses to shop with us. These policies help us manage limited-edition inventory, maintain fairness, and continue offering quality fan merchandise.

If you have any questions about this policy or your order, please contact us at:
📧 supports@bettaaquatic.com

Thank you again for supporting Betta USA Aquatic!
Your support helps our small business grow and thrive.