Returning Fish Purchased at the Farm
If for any reason you are not satisfied with your purchase, we give our customers a three-day conditional return policy, given the following procedure is followed.
- If your new fish is acting strange or is not getting along with your existing fish, e-mail us OR send us a message through Instagram or Facebook immediately to let us know. We may be able to help save the fish by either recommending medication or a change of environment until the fish can adjust to its new home. A list of the most common fish illnesses that can result from their transfer to a new environment can be found at Tetra’s Fish Disease Guide. When you e-mail or message us, please give as much information as possible so that we can help you most efficiently. A photo included with the email or message would be helpful.
- If we are unable to satisfy your concern with your new fish, and you want to return your purchase, we first require a separate sample of your aquarium or pond water that we can test to evaluate the current condition of your fish tank or pond water. Without a sample for us to test, we cannot give credit or exchange for another fish because we do not want you to risk adding another fish to the environment if there is an underlying problem with your water. Just because your other fish are acting fine does not mean that your water is safe for new additions.
- If your water tests out fine, and the problem that caused the fish to not work in your tank is solved (whether that be removing more aggressive fish, adding a heater if temperature was the problem, etc.), we will give you store credit for your fish purchased minus a 25% re-acclimation fee (may be waived if the fish is proved to have been unhealthy at time of purchase). We have to charge this fee due to the risk of spreading any illness from your returned fish to our ponds which could spread to all the other fish. In order to keep our prices competitive, we hope you understand this necessity.