Online Sales Policy

Online Sales Policy

At Houston Aqua, our mission is to build long-lasting relationships with our customers. We strive to provide exceptional service and support, and we are always available to help resolve any issues through our Live Chat.

Livestock Orders (Including Live Fish and Live Plants)

• No Returns: We do not accept returns for live aquatic fish and live plants. Please make your selections carefully.
• Live Arrival Guarantee: Our guarantee covers the cost of the fish. Shipping fees are non-refundable.

DOA Policy (Updated June 09, 2024)

We have updated our DOA policy to ensure transparency and clarity for all orders placed from June 09, 2024, onwards. Our goal is to ensure that every fish keeper receives healthy and vibrant livestock.

• Healthy Livestock: We carefully select, pack, and ship healthy livestock from Monday to Wednesday to avoid weekend delays.

• Shipping Time:

  • Processing Time: Orders are processed within 48 hours (Monday to Wednesday) after payment is received.
  • Shipping Time: Livestock orders are shipped via express service (USPS and UPS), typically arriving within 1-2 days. Dry goods and accessories are shipped via standard post, usually arriving within 3-7 business days.

• Packing Livestock: Our packing process ensures the safety and health of the livestock during transit.

  • Livestock are bagged with adequate water and oxygen.
  • Shrimps are provided with a plastic net mesh for security.
  • Bags are wrapped in bubble wrap and placed in foam boxes for temperature stability.
  • Foam boxes are then placed in parcel bags and sealed with fragile stickers.

Shipping Schedule

• Monday to Wednesday: Shipping all livestock orders.
• Thursday: Packing and shipping dry goods.
• No Livestock Shipping Thursday to Sunday: To prevent livestock from staying in courier warehouses over the weekend.

DOA Terms and Conditions

• Customer Responsibilities:
  • Be present for the delivery of livestock orders.
  • Contact us via email within 2 hours of delivery with clear videos and images of the livestock in unopened packaging.
  • Provide unboxing videos if the bag is burst or damaged during postage.
• Address Accuracy: Ensure your address is correct. Orders with incorrect addresses causing death or return will not qualify for DOA claims.
• No P.O. Box or Parcel Locker: We do not support shipping livestock to P.O. Boxes or Parcel Lockers.
• Proof of DOA: Clear photos and videos are required. You may be asked to cut dead specimens in half to prevent fraudulent claims.
• Support Options: 100% store credit for DOA items. We do not provide refunds for DOA items. Shipping charges are non-refundable or creditable.
• Claim Procedure: Claims must include order details and clear proof. Claims will not be processed if the packaging is opened by the buyer. Send us all information on our Live Chat (quickest way) or email.
• Policy Adherence: No refunds if policies are not followed. Ensure you accept all policies before purchasing.

• Additional Considerations

  • Important Notice: We do not offer refunds if our policies are not followed. Please do not buy fish if you are unsure or do not accept all policies.
  • Photo Disclaimer: All photos are taken by our listing team, and the exact fish shown will be received. Lighting may affect color perception; fish may appear lighter or darker depending on your aquarium lighting.
  • Color Variation: Fish might arrive lacking color due to shipping stress. Colors will return once the fish settle. Marble gene fish may change color and markings over time.
  • Final Sale: All sales are final. No returns for fish.

Missing and Incorrect Items

• Proof Required: Video unboxing and send proof within 2 hours to houstonaquallc@gmail.com.
• Support: There are options for replacement or 100% store credit for missing and incorrect items. Buyer must provide the evidence of wrong item was shipped by video/photos via our Live Chat or email. We are here to help solving problems.

Additional Considerations Before Placing an Order

• Tank Preparation:
  • Ensure sufficient tank space and compatibility with existing tank mates.
  • Verify water parameters, habitat, and temperature suitability.
  • Avoid sudden large influxes of fish to prevent water quality issues.
• Post-Arrival Care:
  • Do not feed new fish for 24 hours to allow them to settle.
  • Feed existing fish before introducing new ones.
  • Pale or lethargic appearance on arrival is normal; they will regain color and vibrancy after settling.

Terms & Conditions for Purchase of Live Fish

• Order Delays/Cancellations: Orders may be delayed or canceled due to extreme temperatures, health issues, or supply shortages.
• Dry Goods Shipping: Dry goods ordered with livestock may be shipped separately and take longer to arrive.
• Order Cancellation: 15% restocking fee, waived if issued as store credit, providing the full amount as store credit;

At Houston Aqua, we are committed to providing the best possible experience for our customers. If you have any issues or concerns, please reach out to us via Live Chat, and we will do our utmost to assist you. Our mission is to ensure your satisfaction and to support you in every step of your fish-keeping journey.