Refund policy

K&A Tropical Fish — Fish & Invertebrate Arrival Policy

At K&A Tropical Fish, we put a lot of care into selecting, caring for, and safely packaging every fish and invertebrate we send out. We know how exciting it is to receive new livestock, and we want your experience with us to be a great one from the moment your order arrives.

Because live animals can react differently to the stress of transportation and adjusting to a new environment, we have the following arrival policy in place.

Fish DOA Policy

Our DOA (Dead on Arrival) policy applies to fish that arrive deceased while still sealed in the original shipping bag and within two (2) hours of delivery.

If you believe a fish has arrived deceased, please contact us as soon as possible within this two-hour period. To help us understand the situation and determine the best way to assist you, please provide at least three clear pictures of the fish inside the unopened shipping bag. The photos must clearly show the fish while the bag remains sealed.

We understand that receiving a fish that does not arrive safely can be upsetting, and we will do our best to review each situation promptly and fairly.

Fish Picked Up In Store or at Events

Fish picked up directly from K&A Tropical Fish, whether in-store or at an event, are considered accepted in good condition once they leave our care.

Because these fish are hand-selected and inspected at the time of pickup, they are not covered under our DOA policy. We encourage you to carefully inspect your fish before leaving. If you have any questions or concerns at the time of pickup, please let us know right away so we can do our best to help before you leave.

Invertebrates DOA 

Invertebrates can respond differently to the stress of transportation and may require additional time to adjust to their new environment. For this reason, invertebrates are not covered under our DOA policy.

We strongly encourage you to follow proper acclimation procedures and give all new livestock time to settle into their new home. If you have questions or concerns during the acclimation process, please reach out to us. We are always happy to offer guidance and help whenever we can.

Our goal at K&A Tropical Fish is to provide healthy, well-cared-for livestock and to build lasting relationships with our customers. We truly appreciate your business, your support of our small business, and your understanding of the special considerations involved in transporting and acclimating live aquatic animals.