Returns and Shipping

Refunds, Returns and Shipping Policy

What is your refund policy?

Any order that has not been shipped out may be refunded, this includes backorders, dry goods and live stock that have not been shipped out.
Please call us at (650) 922 7744
if your order is to be shipped out the same day as you are interested in canceling your order otherwise you can email your refund request to us at for processing.The cut off time for packing is 2pm PST and you must notify us by 2pm the day of shipping to cancel your order and have your payment refunded.

Do you give refunds for orders that have already shipped?

All dry goods orders may be returned for store credit within 30 days of delivery.
No refunds will be given for live stock that has shipped, only store credit will be given if our arrive alive guarantee applies to your live stock loss.

Do you refund shipping?

Shipping is non-refundable and can not be refunded for any reason.

How do I know when to expect delivery of my livestock order?

After we receive your livestock order, we will CALL within 1-4 business days to let you set the shipping date. (Pre-order items may take up to ten business days.) This way you know when to expect your shipment, and we know your order will be delivered when you are available to sign for it.

How will I receive my tracking number(s)?

After your order is shipped you will receive an email with the Fedex tracking number for your shipment. You can enter your tracking number at to track your order.

Why are livestock orders not shipped immediately?

We take the time necessary to be sure that all livestock are fully acclimated, healthy, and eating well in our holding facility before shipping. We get a lot of orders but will only ship a maximum amount of live order boxes a day to ensure quality. Additionally, we will only ship livestock that meet our high-quality criteria.

Most in-stock livestock orders are ready to be shipped with your permission within two business days of the order date.

Livestock marked PRE-ORDER are shipped within 30 days of the order date. We will keep you informed as to the health of the animal and keeping to our shipping date. If the animal is not ready to ship in 30 days we will refund your purchase upon request.

What days do you ship orders out?

Fish Doctor ships all live stock orders on Tuesdays and Thursdays for overnight delivery. This shipping schedule allows us to prioritize different days for livestock arrival and acclimation and for established and quarantined animals to be carefully selected and packed for shipment to you with the highest standards of care.

How long do items not in stock take to ship out?

Fish Doctor will ship your fish, corals and invertebrates that are not in stock as soon as they arrive from our supplier and undergo a minimum 48 hour holding period which gives us time to allow the animals to rest up before being reshipped to you.

When is the arrive alive guarantee not offered?

Fish Doctor will only offer the arrive alive guarantee on animals that have undergone a complete 21 day quarantine holding period, an “arrive alive” guarantee guarantees that your animals will arrive alive.

Fish Doctor will hold all animals ordered that are not in stock for the 21 day quarantine period at no additional cost, or ship as soon as possible at your request.

Dry Goods Warranty

Any warranty issues must be dealt with the manufacturer directly. We do not do repairs or warranty work. We do not accept returned dry goods that have been opened and used unless there is a manufacturer defect. In that case you will be directed to the manufacturer directly for warranty service. Any return of dry goods must be done so with a Return Authorization Number that you will receive when you call us regarding your issue. Do not simply return a dry good item without notifying us or you will void any guarantee. Most dry goods items we sell are done so on a drop-ship basis and we will not credit any shipping costs on returns. We are not responsible for any damage caused by shipping companies or incurred during shipping and handling. Credits for this reason must be directed to ONTRAC or FedEx directly.

We will not be responsible for typographical errors, accuracy of information contained on this site, or any pricing errors. If a price is listed in error we reserve the right to cancel any sale. We reserve the right to cancel any order at any time for any reason.

By placing an order you automatically agree to these terms and conditions.

IF YOU PLACE MORE THAN ONE ORDER BEFORE WE SHIP: Maybe you just placed an order, and you suddenly notice that the Chalice you've been waiting for all year has just shown up on our site. This happens a lot during our weekend sales! What to do? Go ahead and place the order on our site. However, if you've already paid for shipping, indicate "Local Pickup" for your delivery option, and you won't be charged again. We'll combine and ship your orders together! Of course, you can always call us, and we can figure out the best course of action for your circumstances.

*shipping rates subject to change at the discretion of the company and its shipping partners. Rest assured, we are working rigorously to bring you the best and cheapest shipping. We know how important your livestock is to you, and we are vigilant about shipping requirements. Thank you.

If there is any question of not being available to accept your package on the first delivery attempt, we suggest that you opt to have your shipment held for pickup at a FedEx location. It’s free, and this arrangement assures that you won’t miss the delivery. The potential stress on your livestock is greatly reduced, since it will be in one location until picked up. As an added bonus, you can often pick up the package as early as 9AM most days. If you want this service, please advise and indicate your preferred pickup location at checkout. Call 1-800-GO FEDEX to find the nearest pickup location, or check their web site at