If your order arrives damaged or incorrect, you have 14 days to contact us for a refund or replacement. Be prepared to provide photos showing the issue, such as temperature readings if the product arrived warm or images of wrong items. Freezing your fish upon delivery is acceptable but still subject to our 14-day policy. For December orders, requests must be made by January 3rd based on delivery dates. Note that shipping to businesses carries risks and Friday deliveries should go to residential addresses only. Refunds will be processed back using the original payment method and cannot be issued for shipments that fail due to incorrect customer-provided addresses.