Coast Gem USA – Refund & Cancellation Policy

Effective Date: October 17, 2026

At Coast Gem USA, we are committed to providing healthy, high-quality aquatic livestock and excellent customer service. Due to the sensitive nature of live animals, our refund and cancellation policies are designed to protect the well-being of our livestock while maintaining fairness and transparency for our customers.

Please review the following policy before placing an order.

1. Order Cancellations

We understand that circumstances may change after an order is placed.

• Within 12 Hours of Purchase: Customers may request cancellation for a full refund.

• After 12 Hours: Cancellation requests are subject to approval. If approved, a 15% restocking fee may be deducted from the refund.

• Orders Being Prepared or Shipped: Orders that have entered final packing or have been dispatched generally cannot be canceled.

Cancellation requests must be submitted to contact@coastgemusa.com with your order number.

2. Refunds for Live Fish, Shrimp & Other Livestock

Due to the nature of live aquatic animals, all livestock sales are generally considered final once shipped, except where covered by our Live Arrival Guarantee, an approved resolution, or applicable consumer protection laws.

We do not generally offer refunds for:

• Changes of mind after an order has shipped.

• Compatibility issues with existing aquarium inhabitants.

• Improper acclimation or unsuitable aquarium conditions.

• Livestock losses resulting from customer handling or aquarium conditions after delivery.

If you receive an incorrect item or have concerns about the health or quality of your livestock, please contact our customer service team promptly. We will review the circumstances and work toward an appropriate resolution.

3. Live Arrival Guarantee (DOA)

We take great care in selecting, inspecting, and packaging livestock for safe transportation.

Our Live Arrival Guarantee applies to eligible shipments sent using our recommended overnight or two-day air shipping services.

To submit a Dead on Arrival (DOA) claim:

1. Contact us within 6 hours of confirmed delivery.

2. Provide your order number and clear photographs or video showing the affected livestock inside the original, unopened shipping bag.

3. Email your documentation to our designated DOA support address.

4. Retain the packaging until your claim has been reviewed.

Someone must be available to receive the package on the first delivery attempt.

Approved claims may be resolved through a replacement, store credit, or refund, depending on the circumstances and applicable law.

Important: Claims submitted within the required reporting window remain eligible for review even if our claims team processes them on a later day.

4. Shipping Charges

Shipping charges are generally non-refundable once the shipping service has been performed.

For approved replacement shipments under our Live Arrival Guarantee, customers are generally responsible for the additional shipping cost unless otherwise agreed or required by law.

If an order is canceled before shipment and qualifies for a full refund, applicable shipping charges paid with that order will also be refunded.

5. Out-of-Stock Items & Inventory Issues

Occasionally, livestock may become unavailable due to inventory discrepancies, import delays, or health concerns.

If an item cannot be fulfilled, we will contact you to discuss available options, including:

• Selecting a comparable replacement with your approval.

• Waiting for the next available shipment.

• Receiving store credit if you prefer.

• Receiving a refund for the unavailable item.

We will not substitute a different fish or livestock variety without customer approval.

6. Shipping Delays & Weather Holds

The health and safety of our livestock are our highest priorities.

Orders may be delayed due to extreme temperatures, severe weather, import disruptions, livestock health inspections, or transportation interruptions.

Our standard order processing time is approximately 5–10 business days, excluding shipping transit time.

Estimated shipping dates are not guaranteed. If a significant delay occurs, customers may contact us to discuss their order status and available options.

7. Incorrect or Missing Items

If your order arrives with an incorrect or missing item, please contact us promptly with your order number, photographs when applicable, and a description of the issue.

Once verified, we will work with you to provide an appropriate replacement, refund, or other mutually agreed resolution.

8. Refund Processing

Once a refund is approved:

• Refunds to the original payment method will be initiated through our payment processor.

• The time required for funds to appear depends on your bank or payment provider.

• Store credit, when selected by the customer, will be issued for future purchases.

Refunds will be processed in accordance with applicable consumer protection laws.

9. Contact Us

For cancellations, refund requests, order concerns, or questions about this policy, please contact:

Coast Gem USA Customer Support

Email: contact@coastgemusa.com

Website: www.coastgemusa.com

Please include your order number and a brief description of your request so our team can assist you efficiently.

Our Commitment

At Coast Gem USA, we value every customer and understand the responsibility that comes with shipping live aquatic animals. We strive to resolve concerns fairly while prioritizing livestock health and responsible shipping practices.

Thank you for trusting Coast Gem USA with your aquarium needs.