Refund policy

Last Updated | Thursday, November 03, 2022

All sales on livestock (live fish) and perishable items are final unless stated otherwise. This is to avoid the risk of contamination and disease from external sources. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Please send an email at sales@goldoradoaquatics.com before attempting to send your product, as well as collaborating with us on steps and preparation on how to go about sending your item.

Items applicable for return must be returned within 30 days after your purchase unless stated otherwise. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If the shipment arrives damaged or not in its original condition, you may only be eligible for a partial refund. We will require a receipt or proof of purchase be provided to compete your return.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@goldoradoaquatics.com.

DOA (Dead on arrival)

In regards to fish that arrive dead (DOA) must not be taken out of the original bag and a photograph or preferably a video must be sent to the email address goldoradoaquatics.com on the same day of arrival. DOAs are handled on a case by case scenario based on the condition of the package upon arrival, natural phenomenon and disasters, and mishandling by the shipping provider.

Shipping Information

You will be responsible for paying for your own shipping costs if you choose to return your item unless stated otherwise. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you are shipping an expensive item or a rare exception where shipping livestock (live fish) is approved, we strongly recommend using a trackable shipping service or purchasing shipping insurance.

If you have any more questions or complaints regarding our return policy, contact us through email at sales@goldoradoaquatics.com.