Violet Aquarium

Store Policy

Please read our store policy carefully before placing an order. If you have any questions, contact us and we'll be happy to clarify.

Live Animal Guarantee

At Violet Aquarium, we deal exclusively with live animals. We provide an Arrive Alive Guarantee — your fish should arrive alive and healthy. Packages may occasionally leak a small amount of water during transit. This is normal and not cause for concern unless the fish have died.

Dead on Arrival (DOA) Policy

If your fish arrives dead (Dead on Arrival), we will issue store credit for the cost of the product once verified.

How to File a DOA Claim

1. Record a short video (10–15 seconds) of the deceased fish on a dry white background (a paper towel works well).

2. The fish must be removed from the bag and out of water in the video.

3. Email the video to - aquarium@violetaquarium.com -  within 3 hours of the delivery time.

Important: DOA claims are accepted only via email. Do not send evidence through text messages, Shopify chat, or any other method — our email team handles all DOA claims.

DOA Exclusions

 Acclimation deaths: The DOA policy covers only fish that arrived dead. Fish that die during acclimation or for any reason after arrival are not covered.

Corals & invertebrates: No store credit is issued for corals or invertebrates.

Refused shipments: Do not refuse delivery. If you refuse a shipment for any reason, you forfeit eligibility for DOA credit — even if you suspect an issue.

Store credit purchases: If your order used store credit, further credit is only issued for the amount paid beyond the credit used. We do not issue credit for credit. The store credit, when applied, acts as a discount.

-- Store credit expires in six months.--

 We Do Not Overfill Bags with Oxygen

Many customers assume that a tightly inflated bag contains more oxygen and is therefore better for the fish. In reality, excessively inflated bags can create problems during shipping.

Overfilled bags are more likely to burst, leak, or be damaged during transit due to changes in temperature, air pressure, and package handling. They can also increase stress on the fish by causing excessive movement inside the bag during transport.

Our packing methods are designed to provide sufficient oxygen for the duration of transit while prioritizing the safety and well-being of the animal. A bag that appears slightly deflated upon arrival is often normal and does not indicate that the fish lacked oxygen during shipment.

Our goal is to balance oxygen levels, water volume, and shipping safety to give your fish the best possible chance of arriving healthy and in excellent condition.

Shipping

•Orders ship via UPS Next Day Air or FedEx and typically arrive before noon the day after fulfillment.

•Orders are shipped in the order received. We do not currently offer arrival date selection.

•Need a specific ship date? Email us immediately after placing your order. We'll do our best, but cannot guarantee it. Requests via Shopify chat cannot be considered.

•We are not responsible for delays caused by UPS or FedEx. You are responsible for the chosen carrier and their delivery methods, as two options are always available.

•Regarding Saturday deliveries, we do not provide fish store credit if any perishable items die. We recommend avoiding Saturday delivery for future orders, though this is ultimately your decision. UPS typically delivers on time about 95% of the time; however, for the remaining 5% of deliveries, UPS will deliver the following day if the original delivery date was scheduled for a weekday. If a Saturday delivery is missed, UPS will not deliver it on Sunday (as Sunday is a UPS holiday), but it will be delivered on Monday.

Residential vs. Commercial Addresses

•Residential addresses: If a carrier delay causes DOA, we will issue store credit.

•Commercial addresses: We do not issue store credit for DOA caused by carrier failures to commercial addresses.

Walk-In Customers

All In-Store Sales Are Final

When you select a fish in our store, it is your responsibility to inspect it and verify it is in healthy condition. Once purchased and taken from the store, we are no longer responsible for its condition and do not offer warranties, exchanges, or returns.

What to Expect During Your Visit

•Violet Aquarium is primarily an online business. Not all areas may be open to walk-in customers.

•Staff may have limited availability. We provide in-store terminals to browse our online inventory.

•Once you've made your selection, an employee will assist you in completing your purchase.

                 Have any questions? Email us at aquarium@violetaquarium.com