Official Discus.com Return Policy

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 5 Day LIVE DELIVERY. Our customers are very important to us and your satisfaction is our singular objective.
 
We are so confident you will be happy with your purchase that we offer the following steadfast assurances: if your fish do not arrive alive or die within the first two days of arrival, we will refund your money or give you store credit, whichever you prefer. If your fish perish on day 3, 4 or 5, you will be provided with a non-expiring store credit coupon code or equivalent replacement fish in your next order. Coupon values for deceased fish never count towards our free/reduced shipping calculations.
 
In the event a customer opts for a refund, refunds never apply to shipping costs. For instance, if a customer receives complimentary airport shipping on an order in excess of $300, the actual $70 shipping cost will be proportionally deducted from any refund. The same rules apply for FedEx and reduced overnight shipping.
 
If the shipment is lost or all the fish are dead upon arrival, we will immediately send a replacement order at no charge to the customer.

In order for any credit or refund to be issued 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: info@discus.com. 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.

 

Canceled Orders:

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 any future purchase.
 

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 invoice # 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 invoice, or a note with the invoice # must accompany all products returned to us. Feel free to e-mail us 24/7 at info@discus.com for any other inquiries.