Returns & Refunds Policy
Refunds, Returns & Live Arrival Guarantee
No Returns Policy
Because we sell live animals and aquarium products that are sensitive to handling and water conditions, we do not accept returns on any livestock or dry goods. Once an item has left our care, we cannot safely reintroduce it into our systems or resell it.
Live Arrival Guarantee (DOA Policy)
We stand behind the health and quality of our livestock and offer a Live Arrival Guarantee for animals that are picked up or shipped from My Tiny Fins. What is covered?
- Livestock that arrives dead on arrival (DOA) in the original, unopened shipping bag or container.
What is not covered?
- Losses that occur after the livestock has been removed from the original bag or container.
- Losses due to improper acclimation, unsuitable tank conditions, aggression from existing tank mates, or parameter issues in your aquarium.
- Delays, extreme weather, or mishandling by carriers that are outside of our control (if you ship).
What To Do If You Have a DOA
To qualify for our Live Arrival Guarantee, you must follow these steps:
- Inspect your order immediately upon arrival.
- If you believe there is a DOA, do not open the bag or container.
- Within 2 hours of arrival, send us:
- Clear photos of the animal(s) in the original, unopened bag or container
- A short video, if possible, that clearly shows the condition of the animal(s)
Include your order number and a brief description of the issue.
You can send this information to:
- Email: mytinyfins@gmail.com
- Phone (813) 434-0018
If we do not receive the required photos/video within 2 hours of the recorded delivery time, we may not be able to honor the Live Arrival Guarantee.
Store Credit vs. Refunds
In most cases where a DOA claim is approved, we will provide:
- Store credit for the value of the affected livestock (excluding any shipping or pickup fees).
In some situations, at our discretion, we may instead:
- Offer a partial or full refund, or
- Arrange a replacement on a future order (subject to availability).
Because we are a small business, we handle each situation case by case, but always aim to be fair and reasonable while balancing the realities of working with live animals.
Important Notes & Recommendations
- Please make sure your tank is fully cycled and appropriate for the species you are purchasing (size, parameters, tank mates, etc.).
- We highly recommend acclimating slowly and carefully and quarantining new arrivals whenever possible.
- Our guarantee only covers the initial arrival; it does not cover animals that pass away hours or days later due to stress, water quality, acclimation issues, or tank conditions.
By Placing an Order
By placing an order with My Tiny Fins, you acknowledge and agree to this Refunds, Returns & Live Arrival Guarantee Policy. If you have any questions before ordering, please contact us—we’re happy to clarify anything and help you decide what’s right for your aquarium.
