Refund policy
MastahBetta Fish Shop
Refund, In Store Pickup, & 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) – 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 equal to the price of the fish (before taxes)
- No refunds
- Shipping is non-refundable
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.
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
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 costs
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
In Store Pickup Policy :
If any fish/plants are placed on hold for pickup must be picked up within 7 days after the pickup notification is sent out.
If any fish/plant placed on hold for in store pickup is not picked up within 7 days after the pickup notification is sent out, they will not be refundable.
If any fish/plant dies in the shop after the 7 day pickup period, they will not be refundable.
After fish/plants are placed on hold for in store pickup, they are sometimes moved to smaller hold tanks awaiting your pickup. If you order a fish for in store pickup, please pick them up as soon as possible to ensure their best possible health.
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.