At Jasonās Plecos & Cichlids LLC, we want our policies to be clear and easy to understand before you place an order.
Because we sell live fish, our return and refund policies are different from those of a traditional retail store.
Please review the information below before purchasing.
All live fish sales are final.
For the health and safety of our livestock, we do not accept returns or exchanges of live fish after they have been delivered or picked up.
Once a fish arrives alive and is accepted by the customer, it cannot be returned because of:
Please research the fish and make sure your aquarium is properly prepared before ordering.
Please make sure you are ready to purchase before placing your order.
If you request cancellation of an order before it has shipped, the cancellation must be approved by Jasonās Plecos & Cichlids LLC.
Approved customer-requested cancellations are subject to a 10% cancellation fee based on the purchase price of the fish, excluding shipping charges.
Once an order has been packed, processed for shipment, or transferred to the carrier, it may no longer be canceled.
Once live fish have been transferred to UPS, Southwest Cargo, Delta Cargo, or another approved carrier, the order cannot be returned or canceled.
If a fish arrives deceased, the situation is handled under our Live Arrival Guarantee & DOA Protection Policy rather than as a traditional return.
Eligible fish are protected according to our current Live Arrival Guarantee & DOA Protection Policy.
That policy explains:
All DOA claims and reimbursements are governed by our current Live Arrival Guarantee & DOA Protection Policy.
Please review that policy before placing your order.
Shipping charges are generally non-refundable unless reimbursement is specifically provided under our Live Arrival Guarantee & DOA Protection Policy or the issue was caused by an error on our part.
Certain qualifying UPS delays or delivery errors may qualify for reimbursement of shipping charges under our current Live Arrival Guarantee & DOA Protection Policy.
Airline cargo shipping charges are handled according to the specific cargo provisions of that policy.
We carefully check orders before shipment, but mistakes can occasionally happen.
If an item is missing or you believe you received the wrong item, please contact us as soon as possible with your:
After we verify the issue, we will work with you on an appropriate resolution.
Depending on the situation, this may include:
Once a fish is verified to have arrived alive, the Live Arrival Guarantee has been fulfilled unless otherwise stated in our DOA Policy.
Fish are living animals, and their health after arrival can be affected by water quality, temperature, acclimation, stress, tankmates, diet, and other aquarium conditions outside our control.
For this reason, we strongly recommend quarantining every new fish before introducing it to an established aquarium.
Please see our Quarantine Your Fish page for additional information.
If you are unsure about a fish, its size, compatibility, shipping method, or any other part of your order, please contact us before purchasing.
We would rather answer your questions before an order is placed than have you purchase a fish that is not right for your aquarium.
If you have a question about a cancellation, refund, order issue, or DOA claim, please contact us.
š± Text-Only Number: 859-305-3281
š§ JasonsPlecosCichlids@Outlook.com
š www.JasonsPlecosCichlids.com
Jasonās Plecos & Cichlids LLC
š Union, Kentucky
Serving the aquarium hobby since 2017.