Refund Policy

Tilapia Guys guarantees your tilapia purchase to arrive alive at your door. Please read our conditions for our Live Arrival Guarantee below.

We use insulated shipping boxes and ice packs or heat packs are included when appropriate. Please ensure someone is available to receive the fish and get them into a tank upon arrival.

In the unlikely event of any loss, Tilapia Guys has the right to decide on one of two options:

1. Replace the tilapia

2. Refund the amount for the lost tilapia

Shipping costs are nonrefundable.

We add extra tilapia to your order to cover an unexpected loss. This in most cases results in you receiving extra fish.

While we expect all of our live products to arrive healthy and in good condition, in the rare instance in which you have mortalities please immediately notify us via email at [email protected]. Your email should contain clear photographs of the deceased species in the original unopened shipping bag; blurry photos will not be accepted. If there is any physical damage to the package, provide as many photos as possible of the damaged packaging. In order to receive a refund or replacement, we must be notified within two hours of delivery.
While we guarantee that your live species will arrive alive, you are solely responsible for acclimating your new addition to your tank or aquarium. Once the shipment is complete and the living item is out of our care and control, Tilapia Guys cannot be held responsible for its continued well-being.

CONDITIONS OF LIVE ARRIVAL GUARANTEE

We do not guarantee live delivery to areas where daytime high temperatures are 90˚F or above, or to areas where the daytime high temperatures are 40˚F or below, regardless of time in transit. This condition refers to the daytime high temperature, not the temperature at the time of delivery. Shipment to areas with these temperature extremes is at your own risk and will not be covered by our guarantee.

We do not guarantee live delivery to Alaska, Hawaii or U.S. territories as shipment to these states or territories is at your own risk and, will not be covered by our live arrival guarantee.

Someone must be home to receive all shipments from Tilapia Guys. Orders cannot be left outside for any period of time. If you or someone you appoint is not available when the order arrives, our guarantee will be void.

If you have mortalities, you must notify tilapia guys via email at [email protected] within two hours of the delivery. Your email must contain clear photographs of the deceased species in the original unopened shipping bag.

We do not offer re-shipments, refunds or credits after a second mortality failure.
We do not offer free shipping or product replacement if your order is returned to us as unclaimed or undeliverable.

We cannot accommodate special delivery instructions such as “leave package at the side of the house behind bush” or “deliver between 1 p.m. and 2 p.m.” or “deliver to front door, not mailbox.” Mail carriers may not read or follow those instructions, thus, we will not be held responsible for mortalities resulting from the failure of carriers to follow special instructions or for shipments not delivered at a specified time.

We cannot guarantee living items will continue living once the shipment is complete. Once the living items are out of our care and control, we are no longer responsible for their continued well-being.

It is the purchaser's sole responsibility to check all state and local laws, rules and restrictions to ensure that the items they are purchasing are legal to import and possess in their local area. Should a shipment be stopped, delayed or returned to Tilapia Guys by a state or other authority, no re-shipments, refunds or credits will be issued.
Questions? Contact us at [email protected].