Refund policy

Return & Refund Policy- Live Fish

Live Arrival Guarantee (DOA Policy)

We guarantee live arrival on all live fish orders when the delivery requirements below are met.

Reporting Window

All DOA (Dead on Arrival) claims must be reported within 4 hours of the package marked “Delivered” by the carrier.

Email orders@legacylineaquatics.com with your order number and required photos.

Required Photos (for any DOA claim)

  • Clear photo of the fish inside the unopened bag

  • Clear photo of the fish on white paper towel

  • Photo of the shipping label on the box

  • If multiple fish: photo showing all affected fish

What We Will Do (Resolution)

For verified DOA claims reported within the required timeframe, we will issue a partial refund for the purchase price of the affected fish only.

  • Refunds apply to the fish item(s) confirmed DOA and do not include any other items in the order.

  • Shipping charges are non-refundable because shipping services and packing materials have already been used.

  • Refunds are issued to the original payment method once the claim is approved.

What Is Not Covered

The live arrival guarantee is void if any of the following occur:

  • Claim is made after the 4-hour reporting window

  • No clear photos are provided as listed above

  • Package is left outside/unattended, delivered to the wrong address due to customer error, or refused

  • Extreme temperatures where a weather hold was recommended/required and declined

  • Delays caused by events outside our control (examples: natural disasters, carrier disruptions)

Shipping Schedule

We ship live fish Monday-Wednesday only (weather permitting). Orders placed after Wednesday may ship the following week.

Returns

For biosecurity and animal welfare reasons, we do not accept returns of live fish.

Order Cancellations

Orders can be canceled up to 24 hours before shipment. Once an order is packed or shipped, it cannot be canceled.