Refund policy

TROPICAL FISH INTERNATIONAL (TFI) LIVE ARRIVAL GUARANTEE & RETURN POLICY


Tropical Fish International ("TFI") is committed to providing healthy, properly conditioned livestock and quality products. Our Live Arrival Guarantee applies to approved commercial customers receiving livestock shipments under the terms outlined below.

The Live Arrival Guarantee applies to shipments meeting all of the following conditions:

  • Minimum invoice value of $399.00 excluding freight and box charges.
  • Losses exceed 3% of the livestock value of the shipment.
  • Shipment is received on the first delivery attempt.
  • Livestock is unpacked and inspected upon arrival.
  • Any claim is reported within 12 hours of receiving the shipment.
  • Livestock is shipped according to TFI's recommended shipping methods.

Exceptions to the Live Arrival Guarantee

The Live Arrival Guarantee does not apply to:

  • Shipments with a total livestock value below $399.00.
  • Shipments delayed due to weather, airline delays, acts of nature, or circumstances beyond TFI's control.
  • Shipments where customer-requested modifications to packing, routing, shipping methods, or delivery schedules were made.
  • Livestock held by carriers beyond the scheduled delivery date.
  • Livestock selected in person by customer representatives.
  • Claims submitted outside the required time period.

Claim Procedures

All Dead on Arrival (DOA) and Did Not Receive (DNR) claims must be reported within:

  • 12 hours of delivery for door-to-door shipments.
  • 12 hours from airline arrival time for airport shipments.
  • Claims must be submitted to your TFI Sales Representative via WhatsApp or email and include:
    • Invoice number.
    • Species and quantities involved.
    • Clear photographs of all claimed livestock.
    • Photographs must be taken before disposal of any specimen.

TFI reserves the right to request additional photographs and videos, before approving any claim.