Live Fish Returns, Refunds, Store Credit, Replacements:
Due to the specialized packaging and shipping of aquatic life and our commitment to the well being of our live inventory, we cannot accept any returns of live products. Discus.com guarantees live arrival upon delivery. Our customers are very important to us and your satisfaction is our singular objective.
We guarantee live arrival: if your fish do not arrive alive, we will provide store credit for the full value of the deceased fish or exact replacements in your next order, whichever you prefer.
Discus.com does not issue refunds for shipped orders — only store credit. Shipping costs never count towards store credit.
If the shipment is lost or all the fish are dead upon arrival due to fault of the carrier, we will immediately send a one-time-only replacement order at no charge to the customer.
In order to receive credit for dead fish, we require the following: the customer is to immediately notify us within an hour of receipt via telephone or email and promptly send a digital photo of each dead fish and the box, if it has been damaged. All photos should be emailed to: firstname.lastname@example.org. Photos are necessary for our records so that we may file the appropriate claims with Delta/Southwest airlines or UPS/FedEx.
All death on arrival (DOA) situations are dealt with on an individualized basis, and we will always work with the customer to guarantee a positive outcome. If a subset of fish have perished during transit, either store credit or a replacement shipment will be issued. Customers always pay for shipping on any issued partial replacement shipments.
If you need to cancel your order for whatever reason, you may accept the full refund as store credit for the entire amount, or cash or credit card refund for the purchase amount less a 15% restocking fee. The withheld 15% will be issued as a non-expiring store credit coupon that may be applied towards a future purchase. Optionally, you may choose in-store credit for the full purchase amount. If you ordered a discus that was out of stock, please feel free to make a different selection or choose to receive a full refund. We will never send you a replacement discus without your approval.
All refunds incur a 5% payment processing charge. This fee is dictated by PayPal, our payment processor. We have no control over it.
Gift Certificate Returns:
All gift certificates are final sale. No refunds or returns will be provided. However, gift certificates may be credited or gifted to another recipient of the customer’s choosing.
Unused/Unopened Products Returns:
Returns on unused, unopened products with the product and product packaging in new condition will be accepted up to 60 days after the customer receives delivery on an order. The customer is responsible for paying the return shipping and the original shipping charges will not be refunded. To accept a return on a product we must be able to sell the product again as a new product. A copy of the invoice, or a note with the order number must accompany all products returned to us.
Damaged Product Returns:
Returns on damaged products can be returned with the product and product packaging, up to 30 days after the customer receives delivery on an order. Damaged products will be replaced. A copy of the order, or a note with the order number must accompany all products returned to us. Feel free to e-mail us 24/7 at email@example.com for any other inquiries.