🐠 GENERAL QUESTIONS

Do you know when a specific fish or shrimp will be back in stock?
 ‒ We get new stock weekly and update the website daily.
 ‒ Use the β€œBack in Stock” notification tool on each product page to receive an
   alert when the item is available.

Can you import a specific item for me?
 ‒ No, we are not able to take special requests at this time.

Can I order fewer fish or shrimp than the listed quantity?
 ‒ No, we cannot break up listed quantities.
 ‒ Our store is intended for experienced hobbyists and small businesses.
 ‒ If you only need one fish, we recommend visiting a local pet store.

Can I mix and match my order (e.g., 2 Red Cherry, 1 Blue, 1 Yellow Shrimp)?
 ‒ No, mix-and-match requests are too labor-intensive and delicate.
 ‒ We are unable to accommodate these at this timeβ€”no exceptions.

Can I request a specific sex or physical trait (e.g., longest fins or vibrant color)?
 ‒ Only if the product listing explicitly states the sex (e.g., β€œmale only” or β€œpair”).
 ‒ Otherwise, we are not able to fulfill requests based on sex or traits.

Can I ask for a deal or price match?
 ‒ No, we do not offer deals, price matching, or volume discounts.
 ‒ Our pricing reflects the high quality of our livestock.

Do you offer wholesale pricing?
 ‒ Yes, for brick-and-mortar stores with a valid business license and reseller’s permit.
 ‒ Email ghgoldfish1@gmail.com to request a stock list and pricing.

Why don’t you ship to Washington? Can I pick up my order locally?
 ‒ We’re based in WA, but we do not ship in-state or allow pickups.
 ‒ This is to respect and avoid competing with our local wholesale partners.

Do you ship to Hawaii or other countries?
 ‒ No, we do not ship to Hawaii or internationally due to strict animal import laws.


πŸ’€ DOA POLICY (Dead on Arrival)

What is your DOA policy?
 ‒ DOAs are rare but can occur due to stress or shipping delays.
 ‒ If any fish or shrimp arrive dead:
   – Email aquahuna@aquahuna.com within 3 days of delivery
    (Day 1 is the day your order arrives).
   – Include clear photos of:
    ‒ The DOA livestock on paper or a paper towel
    ‒ The shipping bag/container
   – Include your name and order number.
 ‒ If your claim is approved, we will refund the DOA portion of your order.
 ‒ Claims without photos or order info cannot be processed.


⚠️ OTHER IMPORTANT POLICIES

What if I see someone else selling "Aqua Huna" products online?
 ‒ Only fish purchased directly from aquahuna.com are guaranteed to be ours.
 ‒ If you suspect a fake seller, email aquahuna@aquahuna.com to report it.

What if a fish I ordered becomes sick before shipping?
 ‒ We do not ship sick livestock.
 ‒ If any item in your order becomes unfit to ship:
   – It will be held or removed.
   – You will be refunded for that item.

Do you accept returns?
 ‒ No, we do not accept returns on live animalsβ€”no exceptions.
 ‒ If needed, consider donating unwanted fish or shrimp to a local pet store.


πŸ’³ PAYMENT & REFUND ISSUES

Why can’t I add items to an existing order?
 ‒ We can only capture payment once per order.
 ‒ To add items, please place a new order.

Why does it look like I was charged twice?
 ‒ Some banks show pending or failed charges as duplicates.
 ‒ These usually disappear within 3–5 business days.

How long does it take to receive a refund?
 ‒ Most refunds are processed within 10 business days.
 ‒ Some refunds may appear as reversals (removing the original charge instead
   of issuing a separate credit).

Can a refund be canceled?
 ‒ No, once a refund is processed, it cannot be canceled.
 ‒ If your original card is closed or expired, the bank will usually transfer the
   refund to your new card or account.

Please include your order number with any order questions.