Faqs: Shipping/Returns/Damages

Welcome to Plush Haus' Shipping Policy! We are excited to bring our live fish directly to your doorstep. Our shipping methods are designed to ensure the safe and healthy arrival of live animals. Shipments are mailed next-day air on Mondays. This is a fun hobby for us, and due to our full-time jobs averaging about 70 hours a week, we can not make it to the shipping facility outside of Mondays. Shipping times may be adjusted depending on weather conditions. We can not mail packages when the weather is near 40 or below, as it will freeze the heat packs or cause them to stop working. We can not mail packages out in extreme heat above 85 degrees. Tropical fish are very sensitive to temperature changes. We must consider our shipping location, your shipping location, and possible destination stops along the way to ensure the safe arrival of your fish. We will email you the tracking information for your package. Should you have any questions about our shipping methods or packaging, please reach out!

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Issues with Shipment of Live Fish
At Plush Haus, we want you to be completely satisfied with your purchases.

We are dedicated to making sure you receive your fish happy and healthy. Unfortunately, sad things happen. A bag could burst or a package could get delayed. We will do everything we can to rectify the situation.

If there is a problem with your shipment when it arrives, please reach out to us within one to two hours of the arrival time. Send us pictures or a 20-second video of the fish in the sealed bag. Give the bag a shake to show that the fish are not moving. Any other information, such as box condition or temperature of the bags, is helpful for us to find out what happened. Failure to send the required picture within one to two hours of delivery voids all guarantees and refunds. We assume the fish were left unattended and not deceased from the direct result of shipping conditions. 

As long as we receive notice in the appropriate time frame about any DOA fish, we will reship your order until you receive the fish you ordered alive and well.
Your satisfaction is our priority, and we are dedicated to resolving any concerns you may have. 

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Shipment of Gifts
Gifts are either ready-made or made-to-order. Made-to-order items are printed after you purchase the item. Once your item is printed, the printing company will ship it directly to you. We do not see made-to-order items. If there are quality issues, please message us as soon as possible with photos and a description of what's wrong so we can talk to the printing company and make sure it's fixed. Ready-made items are already finished and cannot be further customized. These items include framed artwork or photographic prints. Like shipments of live fish, these will be shipped out on Mondays. If you have items of both types in your order, they will ship separately. Please message us anytime if there are questions about your order status.

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Shipping multiple artworks/prints

If you have ordered multiple artworks and prints, please contact us first so we can adjust your order to the cheapest shipping method possible. We will then send you an invoice. For example, you've ordered a framed artwork along with a print. We will ship the print with the artwork and not charge the shipping cost for the print. This notice is also posted on our artwork shopping store pages.

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Damaged artworks/prints

All artwork and prints have been insured. If your prints arrive damaged or the glass is broken, please contact us within 24 hours of the arrival time. We will be in touch to discuss the replacement of your order. Please note that artworks are custom-made items and will need to be printed and framed again if damaged. This could take a few weeks to reproduce the print and reframe.