Policies

Policies.

Reservation, pickup, shipping, and livestock issue terms for retail and wholesale orders.

Reservations

Inventory is not reserved until the order is accepted or a hold is confirmed in writing.
Unpaid retail holds are normally limited to 24 hours. Longer holds depend on fish readiness, tank space, weather, and buyer communication.
Wholesale holds are coordinated by account and may be released if pickup or shipping details are not confirmed.

Pickup and store handoff are scheduled after order confirmation. Do not arrive before a pickup window is confirmed.
Bring an insulated container when weather is cold, hot, or unstable.
If a pickup window is missed without notice, the order may be moved back to open inventory or rescheduled at FPB discretion.

Report any dead-on-arrival livestock within 2 hours of recorded carrier delivery or pickup handoff.
Send clear photos of the sealed bag, the livestock, the label or order reference, and the unpacking setup.
Do not discard livestock or packaging until the issue is reviewed.
Eligible DOA refunds and store credits are limited to the purchase price of the affected livestock. Original shipping and handling charges are nonrefundable.
If FPB approves a replacement, including for an eligible weather-related delay or other carrier-designated non-compensable event, the buyer must pay all replacement shipping and handling charges. Replacement shipping is not free.
Once a shipment has been tendered to the carrier, FPB is not responsible for carrier delays, mishandling, or service failures. Livestock deaths caused by a carrier delay are not eligible for replacement, store credit, or refund of the livestock price, shipping, or handling charges.

Live fish may be held when heat, cold, storms, carrier delays, or source readiness create avoidable risk.
Weather holds are not cancellations. FPB will coordinate the next reasonable shipping or pickup window.
Orders may be split by source when that improves livestock safety or carrier reliability.

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