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We ship animals Mondays and Tuesdays for next day arrival only, weather permitting. Spend $300 for free shipping!
We ship animals Mondays and Tuesdays for next day arrival only, weather permitting. Spend $300 for free shipping!

Refund policy

Return Policy 

for new and unopened dry goods returns within 30 days are eligible for a full refund of store credit, any shipping that was paid will not be refunded, return shipping is the responsibility of the purchaser. The refund credit will be processed once the item has been received and confirmed. Prior to sending an item back for refund fishiotherapy.b@gmail.com must be notified of the items being returned. 

livestock and plants are not eligible for return, all livestock is strictly quarantined within Fishiotherapy facility so fish and invertebrates do not reenter their tank once they have left the facility grounds. Because of this we recommend you choose your livestock mindfully. 

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DOA Refund/Replacement Policy

Select an appropriate shipping option to reduce risk of DOAs. 

Shipping Options               DOA coverage                 Estimated shipping time  

Via UPS, FEDEX, PUROLATOR or CANADA POST

NEXT DAY RATE      100% guaranteed for any DOAs       1-2 days delivery 

EXPRESS RATE     50% guaranteed for any DOAs    1-3 days delivery 

WINTER EXPRESS RATE     No guaranteed for any DOAs    1-3 days delivery 

EXPEDITED RATE     Not qualified for any DOA        1- 14 days delivery

LOCAL COURIER      100% guaranteed for any DOAs

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**DOA POLICY DISCLAIMERS: Customers placing online orders accept the following DOA guarantee conditions:

  1. Clear photos of DOA in the original packaging / unopened bag must be e-mailed to fishiotherapy.b@gmail.com as evidence. Please ensure livestock are identifiable in the photos. 
    • Clear photos of the DOAs outside of the bag should accompany the initial photos of the DOAs in the unopened bag. 
    • Failure to take clear photos of the DOAs upon arrival in the bag will result in loss of DOA claim. 
  2. DOA credits only cover livestock, shipping costs are NOT included. There are no refunds or substitutions, only replacements for DOAs.  
    • In the event that we do not have the livestock that was DOA upon reordering we can substitute the value for a different species of livestock ONLY.
  3. Situations where DOA guarantees are void: 
    • If a delivery is 1) missed, 2) delayed due to rescheduling of delivery, or 3) package is left outdoors for an extended period of time.
    • If a customer requests to change a mailing address after the order has already been packed and shipped out.
    • Any wrong address input by the customer during the ordering process also voids DOA guarantee.
    • Special shipment requests outside of the regular shipment days.
    • Failure to provide DOA photos within 6 hours of receiving the package.
    • Any unidentifiable items in photos will not account for DOA guarantees.
    • Should the package be returned to Fishiotherapy (e.g. refused, missed delivery, wrong address, failed to pass international customs), items, livestock and shipping costs will not be reimbursed or exchanged.

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We recommend drip acclimating all livestock and plants for best transition to their new environment. 

Drip acclimation will allow your fish to adapt to the new temperature as well as pH in a slow, controlled way, greatly reducing stress and potential problems. Osmoregulation is the fish's ability to control the ratio of salt to water within its body. A sudden change in salinity/water hardness can cause acute distress known as Osmotic Shock which usually leads to death within 2-3 days. Osmotic Shock is usually one of the biggest killers of fish when not properly drip acclimated.

Instructions for acclimation below. Airline tubing and airline valves are available for purchase making acclimating easy, check them out if you need one. 

*When you receive your new fish, invertebrates or plants add them to a bucket or container that has plenty of room for additional water to be added. One method to acclimate is to use a cup and add a cup of water to your bucket very slowly once every 5-10 minutes for an hour and then use a net to add the livestock to the tank or plant the plants. The other method is to drip water from your tank with an airline and an airline valve to set the drip rate. one drip per second, slightly faster is ok for hardy species and plants. after an hour, add livestock to the aquarium with a net or plant the plants. 

sensitive species you may want to drip for a longer period of time, and don't forget to set a timer if you are forgetful!