Shipping & Returns
Shipping Policy
All gel foods require 2-day or 3-day shipping, and as such, the customer will not be able to purchase ground shipping or lower fees due to the nature of gel food products. This is a freshly made-to-order fish food that requires immediate refrigeration after the reception of the package on the scheduled delivery date. Overnight shipping will also be provided as an option for the customer to receive. their products sooner than 2 or 3-day shipping should they so desire.
Our recommendation is to opt for overnight or 2-day shipping to ensure the freshness of your foods. The customer must arrange for their package to be received by a family member, or to be home upon the scheduled delivery date and time, to sign for said package. Signing for the package yourself encourages the customer's optimal chance to get their gel foods within a timely manner and the ability to remove it from the packaging and either freeze or refrigerate it.
If there is any issue with not being able to arrange for picking up the package by signature, just let us know. It's no problem - however, upon requesting to opt out of signing for the package, you are also agreeing that we cannot be held liable for the condition that the products arrive in should they be left out in warm weather for an extended period of time. It should be okay in winter, though. Unless you live in a warm weather climate, then the same situation applies.
All gel foods will come in heavily insulated shipping materials plus 1 to 2 ice packs to keep them as fresh as possible for as long as possible. The shelf life of gel food-related products is 2-3 weeks maximum if kept in the refrigerator and a few days only if kept at room temperature.
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To ensure you receive your gel food in the best condition possible, all gel foods will be packed in dry ice or ice packs and heavily covered in insulation materials for their journey to your home.
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All dried goods can be purchased at ground shipping and delivered within 1-5 business days in standard packaging. Dehydrated goods have an almost limitless shelf life if kept sealed and stored at room temperature. Never store dried goods or gel food products in extreme heat as they will spoil and compromise the food source.
Return & Exchange Policy
Due to the nature of gel food products being made to order and have a shorter shelf life than any dried goods produced by The Fishkeeping Mom, the customer must understand that there is no refund on any gel food or gel-related products. However, any dehydrated goods such as veggie bites or any of the dry mixes can be returned under the following conditions:
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Return shipping fees and packaging will be paid for by the customer
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Once the product is received, and the product must be unopened and sealed in its original packaging, then the refund will be processed.
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Please allow 7-10 business days for any refunds to be returned to your account.
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Shipping fees will not be refunded from the return or point of purchase, the refund total will be that of the amount of product purchase price and quantities.
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The customer will also have the option for in-store credit to use towards new products (shipping fees excluded) of the amount of the purchase price and quantities.