STORE POLICY 

At Duarte Fish Farm, we are committed to providing healthy, high-quality aquatic livestock and products. By placing an order with us, you agree to the following policies and guidelines designed to protect both our customers and our animals.

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Shipping & Delivery

• Orders are shipped on Mondays and Tuesdays only.

• Orders placed after Tuesday will be shipped the following Monday.

• Shipping at the beginning of the week helps prevent packages from being delayed over the weekend.

• During periods of extreme temperatures, Duarte Fish Farm may delay shipments to ensure the safety and well-being of the animals.

• If weather conditions pose a risk to the health of the fish, shipments may be postponed until conditions improve.

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Delivery Address Responsibility

• It is the customer's responsibility to provide a complete and accurate shipping address.

• Customers are also responsible for verifying that the selected carrier (USPS, UPS, FedEx, etc.) delivers to their location.

• Duarte Fish Farm is not responsible for delays, returns, losses, or failed deliveries caused by incorrect addresses, incomplete addresses, or locations where the carrier cannot provide service.

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Live Arrival Guarantee (LAG)

Our fish are shipped using professional packaging designed to withstand the shipping process.

• With proper packaging, fish can safely remain in transit for several days without food.

• Every shipment is covered by our Live Arrival Guarantee.

• The Live Arrival Guarantee applies only to shipments delivered within the carrier’s normal estimated delivery timeframe.

• Duarte Fish Farm is not responsible for delays caused by USPS, UPS, FedEx, or any other shipping carrier.

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Packaging

• All fish are carefully packed in secure fish bags inside insulated polystyrene-lined boxes to help maintain a stable temperature during transit.

• When weather conditions require additional protection, insulation materials and heat or cold packs may be used to ensure the safety and well-being of the animals.

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Acclimation Guidelines

Proper acclimation is essential to reduce stress and help your fish adjust to their new environment.

Upon arrival:

• Float the unopened bag in the aquarium for 15–20 minutes to equalize temperature.

• Gradually add small amounts of aquarium water to the bag over the next 20–30 minutes.

• Carefully transfer the fish to the aquarium using a net.

• Do not add shipping water to your aquarium.

• Leave aquarium lights dim or off for several hours and avoid feeding for the first 12–24 hours.

Duarte Fish Farm is not responsible for losses resulting from improper acclimation procedures after delivery.

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Fish Coloration

• Photos of our fish are taken under specific lighting conditions.

• Colors may appear lighter or darker depending on your aquarium lighting.

• It is normal for fish to arrive with faded colors due to shipping stress. Once they adjust to their new environment, their natural coloration will gradually return.

• Fish carrying the Marble gene may naturally change colors and patterns over time.

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Dead On Arrival (DOA) Policy

If a fish arrives deceased, the following steps must be completed to submit a claim:

• The claim must be submitted within 12 hours of delivery.

• Take clear photos and a video of the deceased fish inside the unopened bag.

• Include a clear photo of the shipping label.

• Provide a detailed description of the issue.

• Please allow up to 24 hours for claim review and processing.

Once approved, Duarte Fish Farm reserves the right to issue a refund, replacement, or store credit equal to the value of the affected fish.

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Refundable Costs

• Only the value of the affected fish will be covered.

• Shipping costs are non-refundable.

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DOA Exclusions

The Live Arrival Guarantee is void under any of the following circumstances:

• Incorrect or incomplete shipping address provided by the customer.

• Delivery failure because the carrier does not service the provided location.

• The package was not received on the first delivery attempt due to customer-related issues.

• The package remained outdoors for more than 3 hours after delivery.

• Damage caused by extreme weather conditions after delivery.

• Theft or loss of the package after it has been marked as delivered.

• Carrier delays outside of Duarte Fish Farm’s control.

• Failure to provide the required photos or videos.

• Failure to report the issue within the required timeframe.

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Customer Responsibility After Delivery

The Live Arrival Guarantee covers only the condition of the fish at the time of delivery.

Duarte Fish Farm is not responsible for losses occurring after live arrival due to:

• Improper acclimation.

• Poor water quality or unsuitable water parameters.

• Incompatible tank mates.

• Existing diseases or conditions within the customer’s aquarium.

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Tail Biting During Transit

Some fish species may bite their fins or tails during shipping due to stress.

This behavior is unpredictable and beyond our control. Therefore, refunds or compensation will not be provided for fin or tail damage caused during transit.​

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Order Cancellation Policy

Orders may only be canceled before they have been packed for shipment.

Once an order has been prepared, packed, or transferred to the carrier, cancellations, modifications, or refunds will not be permitted.

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Return Policy

• Eligible non-living products such as equipment, accessories, and dry goods may be returned within 14 days of delivery if unused and in their original condition.

• Live fish, shrimp, snails, and aquatic plants are not eligible for return.

• Please visit our Returns page for complete return instructions.

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Privacy & Security

Your privacy is paramount. We use industry-standard encryption to protect your personal and payment information. We do not sell or share your data with third parties except as necessary to fulfill your order (e.g., sharing your address with the shipping carrier).

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Customer Support

We are committed to your success in the aquatic hobby. If you have questions about the care of your new fish or need technical assistance with a product, please reach out to us at any time.

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Policy Acceptance

By placing an order with Duarte Fish Farm, customers acknowledge that they have read, understood, and agreed to this Store Policy, Return Policy, Privacy Policy, Payment Methods, and Terms & Conditions.