RETURN POLICY
FEEDERS AND FEED/OTHER DRY GOODS:
Customer satisfaction is our goal. If there is a problem with your order, we want to make it right! Returns should be initiated by completing the below linked form within 7 days of product delivery. We, in our discretion, will repair it, replace it, provide replacement parts, or, based on your method of payment with a valid receipt, refund your money. If there is a problem or defect with the product, we are happy to provide a shipping label and cover the cost of return shipping. Customer is responsible for either dropping the product off at a UPS shipping location, or scheduling a UPS pickup at their location.
Requirements for a Full Refund: Items must be in new, unused condition and returned with all original packaging and accessories, otherwise a 15% restocking fee may apply. When you return an item, your refund and how your refund is issued may differ based on the condition of the item, how long you've had the item, and how the item was purchased. Most refunds are issued based on the payment method used at the time of purchase.
LIVE FISH:
We stand behind our products, and will always strive to make things right on the rare occasion that there’s a problem with an order or delivery. For live fish, please see our Arrive Alive policy that guarantees successful delivery of your live fish, or we’ll replace them at no additional cost to you. Due to the nature of live fish which are a perishable product, we are not able to accept returns on orders of live fish; we will be glad to provide replacements, or refunds depending on circumstance of the problem.
In the event of FedEx shipping issues, we always guarantee 100% replacement of your entire order (if shipment goes missing, is delayed, etc).
Replacements of orders successfully received at customer’s delivery address must meet the below conditions.
Conditions for Guaranteed Live Arrival:
1. Box(es) MUST be received upon the first delivery attempt by FedEx.
2. Box(es) MUST be sent to correct address as provided (make sure there are no typos or missing information), and not a forwarding address or a PO box.
3. If fish are dead upon arrival, you MUST provide a clear video of the fish in the original and still-sealed bag, with the tie still attached within two hours of delivery. Text video to 903-274-8088 or email to info@sportfishdirect.com. Again, video must be sent within two hours of delivery time stamp.
We cannot be responsible for any losses that occur once fish have been removed from their bag, or past 2 hours of delivery timestamp provided by FedEx. Please ensure that you are available to receive the delivery as soon as it arrives, and that your pond is immediately ready to accept the new fish.