Refund policy
MastahBetta Fish Shop
Live Fish Guarantee & Shipping Policy
General agreement
By purchasing live fish from MastahBetta Fish Shop, you agree to all terms outlined below. These policies apply to both in-store and shipped purchases.
Live arrival (DOA) โ shipping / air cargo
- Dead/Sick Fish must be reported within 1 hour of pickup or delivery
- Clear video required showing:
- unopened bag
- fish inside the bag
- shipping label visible
- Approved DOA claims = store credit only
- No refunds
Once fish are received alive, they are considered successfully delivered and transition into the 7-day health guarantee below.
7-day health guarantee (ALL purchases)
All fish (in-store and shipped) are covered for up to 7 days from the date of pickup or delivery.
To be eligible, ALL of the following must be provided:
- proof of purchase
- clear video of deceased fish
- clear video of full tank setup (filtration, substrate, tank mates)
- explanation of acclimation method
All claims are reviewed before approval. Store credit will be issued if approved.
Acclimation requirement (critical)
Proper acclimation is REQUIRED for all fish.
Minimum requirement:
- temperature acclimation
- gradual mixing of tank water into bag water
Sensitive species (including small fish, scaleless fish, wild fish, ect.):
- slow acclimation (drip or gradual mixing over time) REQUIRED
Improper acclimation will VOID the 7-day guarantee.
What is NOT covered
The following are NOT covered under any circumstance:
- Improper acclimation
- pH shock or parameter mismatch
- Temperature shock after release
- Aggression from tank mates
- Incompatible species
- Improper tank size or overcrowding
- Sharp substrate or unsafe decor
- Poor water quality or uncycled tanks
- Stress-related illness after introduction
- Negligence or improper care
- Delays caused by airlines or cargo services
- Fish taken home before quarantine period ends
Shipping conditions
- Fish are packed with oxygen and shipped using proven methods
- Shipping timelines and delays are outside our control
- Heat or cold packs are used at our discretion
Customer responsibility
Customers are responsible for:
- researching species requirements before purchase
- providing proper tank conditions
- properly acclimating fish
- monitoring fish after introduction
Claim process
Submit all claims to:
Text: 808-469-2965
Email: mastahbetta@gmail.com
Instagram: @mastahbetta
Incomplete claims will not be reviewed.
Final determination
MastahBetta Fish Shop reserves the right to:
- approve or deny any claim
- determine cause of loss based on evidence
- deny claims that do not meet requirements
Policy updates
This policy may be updated at any time without notice.