WHOLESALE ORDER POLICY
- DOA (Dead On Arrival) Policy: In case of DOAs, 10% or more dead fish per bag is refundable and covered by the LIVE ARRIVAL GUARANTEE policy. The refund is calculated per fish value. However, the live arrival guarantee is applicable IF and ONLY IF the customer followed the Live Arrival Guarantee Procedure.
- Order Cutoff: The cutoff for orders is 4 days prior to the arrival day. However, if the ordered fish is available but requires a few more days to be properly prepared for shipping, it will have to be included in the NEXT shipment (within 2 weeks).
LIVE ARRIVAL GUARANTEE POLICY
We at Catfish Aquarium work hard to ensure that you receive live, healthy fish. We guarantee that your fish will be shipped alive and in optimal condition. If you receive Dead on Arrival (DOA) fish, do not worry. You will receive a 100% refund on the value of the fish. You can choose to receive a direct refund or a credit applied to your next order.
Note: This policy covers UPS shipments ONLY.
Procedure to Claim a Refund or Credit:
- You MUST take a clear video of the unboxing process and the dead fish INSIDE THE TANK.
- Send an email with the video attached to sales@catfish-aquarium.com OR send it via WhatsApp to +51 945 913 996.
- The email/message must be sent within TWO HOURS of receiving your fish.
- You MUST also give us a call within two hours of receiving your package at +51 945 913 996 to inform us of the issue.
Important Conditions:
- If the BOX is intact without damage but the fish are dead, WE WILL REFUND ONLY THE COST OF THE FISH. Shipping costs are not included.
- We will STRICTLY FOLLOW the shipping information provided by the customer for any order made. Any incorrect information provided by the customer that causes inconveniences or delays to the shipment is NOT covered by this policy.
ISSUES, DEFECTS, OR NOT AS DESCRIBED If you received the fish but they have issues/defects or do not meet what is described in our Stock List, please CALL and EMAIL us NO LATER THAN TWO HOURS after receiving the fish. Please provide proof by videotaping the fish being taken out of the box and placed in a clear container that clearly shows any claimed issues or defects.
FISH SIZE MEASUREMENT As is standard practice, our fishes are measured by the following rule: “From the TIP of the TAIL to the TIP of the SNOUT (Mouth)”.
CUSTOMER QUARANTINE AND ACCLIMATION Upon receiving your fish, we HIGHLY RECOMMEND that you perform your own quarantine.
- Setup: Start by setting up a separate tank in a different room than your current main tanks. Set your temperature between 75°F – 81°F and ensure proper aeration.
- Unboxing: Remove the fish from the shipping box and cut the top of the bag. GENTLY pour the fish into a separate bucket. Avoid reaching into the bag to pull them out, as this can damage the fish.
- Transfer: Remove the fish from the shipping water and place them in a second bucket with water from your quarantine tank. Allow them to sit for a couple of minutes. Then, move the fish to your quarantine tank.
- Disposal: Discard the water from both buckets. DO NOT put any of the shipping water into your quarantine tank.
- Rest: Avoid strong lighting for the first few days. Keep noise and traffic low around the tank. If your fish are laying on the bottom, do not panic; stressed fish need a few hours to rest and will upright themselves.
- Feeding: DO NOT FEED your fish during the first 24 hours. Start feeding on the second day, being careful not to overfeed.
- Maintenance: Keep water quality high. Do regular water changes and remove uneaten food or waste.
We recommend a quarantine period of at least 4 weeks (the longer, the better). We encourage all our customers to contact us via phone or email with any questions or concerns. We love to help!