Refund policy

We want your fish to arrive safely and settle into a healthy aquarium. This page explains Mastah Betta’s standard live-arrival and seven-day health guarantee, optional shipping protection, pickup requirements, and how to submit a claim.

Shipping protection Live arrival 7-day guarantee Acclimation In-store pickup Submit a claim

Optional shipping protection

Add shipping protection for $16 per order when your cart contains eligible live fish being shipped. Protection is optional and appears as a separate item in your cart and checkout. It applies only when the shipping protection item is included in your paid order.

With shipping protection

Eligible fish that die or are lost because of carrier loss, shipping damage, or carrier delays are covered, together with only those fish’s share of the original shipping cost.
Shipping credit applies only to the quantity of eligible fish that died or were lost in an approved covered transit claim. Fish that arrive alive do not qualify for a shipping credit, even if the shipment was delayed or damaged.
Approved protection claims are settled in store credit.
Delivered-shipment protection claims must be reported within 2 hours of delivery, with the evidence described below.

Without shipping protection

Your standard live-arrival and seven-day health guarantee still applies.
Report dead or sick fish within 1 hour of pickup or delivery.
Approved standard arrival claims receive store credit for the fish’s purchase price.
Shipping costs and carrier delays are excluded from standard coverage.

Paid shipping protection extends transit coverage; it does not extend the seven-day health period or remove the acclimation, evidence, or care requirements. It does not cover plants, dry goods, gift cards, in-store pickup, or losses caused by care after delivery. This protection is provided by Mastah Betta and is not an insurance policy underwritten by a third party.

How shipping credit is calculated

Shipping protection covers only the shipping cost associated with the eligible fish that died or were lost in an approved covered transit claim, rather than the full shipping charge for a partial loss.

Shipping credit = (original shipping cost paid for the affected shipment ÷ total quantity of physical items in that shipment) × quantity of eligible fish approved as lost.

Use the shipping charge actually paid after any shipping discounts. Count individual shipped units, not the number of different products or product listings. The $16 protection item, gift cards, and other non-shipped items are not included in the item quantity. Shipping credit cannot exceed the original shipping charge paid for the affected shipment. Any approved credit for the fish themselves is calculated separately.

Example: If shipping cost $60 for 6 shipped items and 2 eligible fish died in an approved covered transit claim, the shipping credit is $60 ÷ 6 × 2 = $20 in store credit, not the full $60 shipping charge.

The shipping-cost and carrier-delay exclusions elsewhere in our standard refund and shipping policy do not apply to an approved paid shipping-protection claim for a covered transit event.

This shipping-credit calculation applies to new protection selections made after this update. Earlier purchases are reviewed under the terms presented when protection was selected.

Standard live-arrival guarantee

For shipping and air-cargo orders, dead or sick fish must be reported within 1 hour of pickup or delivery. Provide clear video showing the unopened bag, the fish inside, and the shipping label.

Approved standard arrival claims receive store credit equal to the fish’s purchase price. Cash refunds are not provided, and shipping is non-refundable under standard coverage. Carrier and air-cargo delays are excluded unless the order includes paid shipping protection and the loss qualifies under its terms.

Once received alive, fish transition into the seven-day health guarantee below. Keep the original packaging and evidence until the claim has been reviewed. Do not discard deceased fish before we have reviewed your evidence or given instructions.

Seven-day health guarantee

All fish purchased in-store or shipped are covered for up to 7 days from pickup or delivery, subject to our requirements. This guarantee is included with your fish purchase and does not require the optional protection fee.

To request a review, provide:

Proof of purchase.
Clear video of the deceased fish.
Clear video of the full aquarium setup, including filtration, substrate, and tank mates.
An explanation of the acclimation method used.

All claims are reviewed before approval. Approved health-guarantee claims receive store credit. Proper acclimation is required; improper acclimation voids this guarantee.

Acclimation and aftercare

Follow Mastah Betta’s required 12-step drip-acclimation procedure. Your current acclimation and quarantine instructions are included below.

Read our 12-step procedure and quarantine instructions

MastahBetta’s 12-Step Drip Acclimation Procedure :

This is what we found was the best acclimation method for all new fish. If you don’t acclimate your fish this way, it may not be covered by this policy.

1. Prepare a clean acclimation container that is large enough for the fish to swim comfortably and make complete turns without touching the sides.

2. Securely cover the acclimation container to prevent the fish from jumping out. Make sure there is enough ventilation and space for the air stone and airline tubing.

3. Carefully open the shipping bag and pour the fish and all bag water into the acclimation container.

4. Add a few drops of aquarium water conditioner to help neutralize ammonia in the shipping water. Follow the conditioner’s label instructions and avoid overdosing.

5. Place an air stone in the acclimation container to provide gentle aeration throughout the entire acclimation process.

6. Use airline tubing to create a siphon from the main aquarium into the acclimation container.

7. Tie a loose knot in the airline tubing, or use an airline control valve, to adjust the flow to approximately one drop per second.

8. Allow water from the main aquarium to slowly drip into the acclimation container for 3 hours. Check the fish periodically for signs of stress and make sure they remain securely contained.

9. After 3 hours, compare the temperature of the acclimation water with the temperature of the main aquarium.

10. If the main aquarium is heated or the temperatures are noticeably different, place the fish and enough acclimation water to comfortably cover them into a clean fish bag. Seal the bag and float it in the main aquarium for an additional 20 minutes.

11. Gently net the fish from the acclimation container or floating bag and place them into the aquarium.

12. Add the recommended dosage of beneficial bacteria, such as Seachem Stability, directly to the main aquarium according to the product’s label instructions.

Aftercare Instructions

Keep the aquarium lights off for the first 24 hours to help reduce stress.

Do not feed the newly introduced fish for the first 24 hours.

Never pour shipping bag water or acclimation container water into the aquarium. Discard all remaining water after the fish have been transferred.

Quarantine and Health Notice -

Introducing new fish directly into your main aquarium is done at the customer’s own risk.

MastahBetta Fish Shop quarantines, fasts, observes, and treats all fish before they are sent to customers. However, the stress caused by prolonged transportation, transfer, acclimation, and adjustment to a new environment may weaken a fish’s immune system.

Stress-related illnesses, including ich and bacterial infections, may appear after the fish have been introduced into your aquarium, even when the fish appeared healthy before transport.

For the health and protection of your existing fish, we strongly recommend placing all newly received fish into a separate, fully cycled quarantine aquarium for at least one week before transferring them into the main aquarium.

The quarantine aquarium should include:

• Fully cycled biological filtration

• Stable and appropriate water temperature

• A secure lid to prevent jumping

• Enough space for the fish to swim and turn comfortably

• A layer of aquarium-safe sand. Make sure the sand used in the quarantine tank is the same sand used in your main tank. Be mindful that coral sand can raise pH. If you dont have coral sand in your main tank, use inert aquarium sand that wont alter pH.

• Aquarium-safe ornaments, caves, or other structures that provide shelter and reduce environmental stress

Live plants are not required in the quarantine aquarium because medications may need to be used during the quarantine period.

Closely observe the fish throughout quarantine for changes in appetite, behavior, breathing, coloration, swimming, or physical appearance. Do not transfer the fish into the main aquarium if any signs of illness are present.

Improper acclimation will VOID the 7-day guarantee.

What is not covered

Standard arrival and health coverage does not include:

Improper acclimation, pH shock, or water-parameter mismatch.
Temperature shock after release.
Aggression from tank mates or incompatible species.
Improper aquarium size, overcrowding, unsafe decor, or sharp substrate.
Poor water quality, an uncycled tank, negligence, or improper care.
Stress-related illness after introduction into the aquarium.
Fish taken home before their quarantine period ends.
Airline or cargo-service delays and shipping costs, except where the paid shipping-protection section expressly covers the claim.

Optional shipping protection does not cover losses caused by these aquarium-care issues after delivery.

Shipping and receiving your fish

Fish are packed with oxygen using our established shipping methods. Heat and cold packs are used at our discretion. Carrier timelines and delays are outside our control.

Be available to receive or collect your fish promptly. Inspect the shipment and record the package, shipping label, and fish before opening the bag. If the package is damaged, document the damage and report it to the carrier and Mastah Betta.

For a paid protection claim involving a delivered shipment, contact us within two hours of delivery. For an undelivered or missing shipment, contact us promptly after the expected delivery is missed so we can review tracking and the carrier’s status. Include your order number and tracking details.

In-store pickup

Fish and plants placed on hold for pickup must be collected within 7 days after the pickup notification is sent. Items not picked up within that period are not refundable. Fish or plants that die in the shop after the seven-day pickup period are not refundable.

Items awaiting pickup may be moved to smaller holding tanks. Collect them as soon as possible to support their health. Optional shipping protection does not apply to in-store pickup.

How to submit a claim

Contact us within the applicable claim window: one hour for standard arrival claims, or two hours after delivery for paid shipping-protection claims.
Include your name, order number, affected fish, delivery or pickup time, and a description of what happened.
For transit losses, provide clear video of the original packaging, shipping label, unopened bag, and the fish’s condition. We may request additional video or documentation to verify the loss.
For seven-day health claims, include the aquarium and acclimation evidence listed above.
Keep the packaging and evidence while we review your claim.

Text: 808-469-2965
Email: mastahbetta@gmail.com
Instagram: @mastahbetta

Incomplete claims will not be reviewed until the required information is provided. Mastah Betta reviews each claim, determines the cause of loss from the evidence, and approves or denies claims according to the applicable policy. Approved claims receive store credit; no cash refunds are provided.

Customer responsibilities

Research your fish’s requirements before purchase, provide suitable aquarium conditions, follow the required acclimation method, and monitor your fish after introduction. Keep proof of purchase and the evidence needed for a claim.

These terms apply to in-store and shipped live-fish purchases. This policy may be updated for future purchases. The policy version recorded with your protection selection identifies the terms presented for that order.