Refund policy

Welcome to The Purple Tang Aquatics! We are incredibly grateful for our aquarium community, in fact, more than half of our customers are repeat buyers. We pride ourselves on providing 100% healthy and active fish, order after order.

However, we understand that shipping live animals can sometimes be unpredictable. If you ever experience an issue with your order, we are here to help. Please review our refund policy below.

Our 3-Day Live Arrival Guarantee

We guarantee the live arrival of everything we sell. We proudly honor this guarantee for the first 3 days after the animals arrive at your home (Please note: The day your package is delivered counts as Day 1).

If your livestock arrives Dead On Arrival (DOA) or does not survive the 3-day window, we will issue a refund for the purchase price of the affected items, provided you follow the claim process below.

How to Submit a Refund Claim

To ensure your refund is processed as quickly as possible, please email us at thepurpletang@gmail.com with all of your information in one single message. Sending multiple emails will delay the processing of your claim.

Please copy and paste the following format into your email:

  1. Your Full Name:
  2. Your Order Number:
  3. DOA Details: The name and exact quantity of the DOA item(s) you are reporting.
  4. Photographic Proof: Please attach a clear photo of the DOA item(s).

Important Photo Guidelines:

  • The item(s) must be taken out of the shipping bag/water and placed onto a piece of paper or paper towel.
  • If you are claiming multiple items, please try to fit all of them into a single, clear photograph.
  • Clear photos are required. If the photo is too blurry for us to identify the issue, we will not be able to issue a refund.
  • No videos or links: For cybersecurity reasons and to prevent computer viruses, we cannot open external links or video files. Please attach standard image files (like .jpg or .png) directly to your email.

Non-Refundable & Non-Returnable Items

  • Shipping Costs: All shipping charges are strictly non-refundable.
  • Gift Cards: Gift cards cannot be returned or refunded.
  • Livestock Returns: Can I return my fish or shrimp in exchange for something else? We cannot accept physical returns on any livestock item—no exceptions. If you received a healthy fish or shrimp that you can no longer keep, we kindly recommend donating them to your local fish store or an aquarium hobbyist so they can find a good home.

 

Refund Processing Timeline

Once we approve your DOA claim, a refund will be issued to your original payment method. Please note that it may take a few business days for your bank or credit card company to officially process and post the refund to your account.

Note: If the item was purchased for you as a gift, the refund will automatically route back to the original purchaser's payment method.

Lost Shipments & USPS Claims

If your package was lost in transit and you need to file a claim with the carrier (USPS), they generally take 5 to 10 days to process claims. You will need our store's shipping address to complete your USPS claim form:

The Purple Tang Aquatics 5405 SE Alexander St. Suite A Hillsboro, OR 97123

Need Help? Contact Us!

If you have any questions before ordering or need assistance with an existing order, please reach out to us:

  • Email: thepurpletang@gmail.com
  • Phone: (971) 407-7625
  • Store Name: The Purple Tang Aquatics