Refund Policy
Effective Date: February 26, 2025Tropical Fish International (TFI), operating under the DBA CIS Int'l Holdings (N.A) Corp., guarantees the quality and live arrival of livestock under the terms outlined below.
DOA (Dead on Arrival) Policy:- The customer is responsible for DOA claims under 5% of total livestock.
- For DOA claims exceeding 5%, we will provide a credit on the next shipment if:
- Clear pictures of the affected livestock are submitted within 12 hours of arrival via email.
- Our team determines the quality of livestock was not up to standard before shipment.
DOAs are strictly defined as Dead on Arrival.
Claim Process
- Take clear pictures of the affected livestock inside and outside the original packaging.
- Submit photos via email to sales@etropicalfish.com within 12 hours of arrival.
- Once verified, we will issue a voucher code reflecting the credit amount, which can be used for future purchases.
General Refund Policy
- Returns & Refunds: Due to the nature of live animals, we do not accept returns and do not offer refunds, except for verified DOA claims.
- Incorrect Address / Delivery Issues: If an order is returned due to an incorrect address provided by the buyer, no refund or replacement will be issued.
- Carrier Delays & Losses: We are not responsible for shipping delays, mishandling, or losses caused by the courier.
At Tropical Fish International, we value long-term relationships with our customers. Consistently high DOA rates are not sustainable for a mutually profitable business relationship, and we encourage proper handling and acclimation of livestock upon arrival.
For any questions regarding returns or refunds, please contact us at:
Email: sales@etropicalfish.com
Phone: +1 (310) 515 9469
Address: Tropical Fish International , 1405 , 178th Street , Gardena , CA 90248