Last updated July 18, 2026.
Live animals cannot be returned
For animal-welfare and biosecurity reasons, live fish cannot be mailed back or returned after delivery. Order cancellations are reviewed individually before shipment.
Live-arrival eligibility
To request assistance for a fish that arrives deceased, contact us through the website within two hours of the carrier’s recorded delivery. Include the order number, clear photographs of the unopened bag showing the fish, photographs of the shipping box, and a short video when requested. Do not discard the fish, bag, or packaging until we respond.
Customer responsibilities
Coverage may be unavailable when the package was delivered to an incorrect address supplied by the customer, left outdoors after delivery, refused, missed, opened or altered before documentation, or when required evidence is not provided on time. The recipient must be available for the agreed delivery or carrier-facility pickup.
Weather and carrier delays
We schedule around forecast conditions and may hold an order for safety. Carrier delays are reviewed case by case. Shipping charges and packaging costs are normally non-refundable after shipment.
Resolution
When a claim qualifies, Freshwater Freaks may offer a replacement when available, store credit, or a refund of the affected fish’s purchase price. Shipping for a replacement may be charged separately. No resolution is issued until the documentation is reviewed.
Health after arrival
Water quality, acclimation, tankmates, disease exposure, and aquarium conditions are outside our control after delivery. Contact us immediately if you see a problem; early communication gives us the best chance to help.