Shipping Policy

We aim to provide fast, reliable shipping to all our customers. Please review the information below regarding our processing times, shipping rates, and delivery timelines.

Order Processing Time

Processing Time: Orders are typically processed within 1-2 business days (excluding weekends and holidays). If there will be a significant delay in the shipment of your order, we will contact you via email or telephone.

Cut-off Time: Orders placed after 2:00 PM (ET) will be processed the following business day.

Shipping Rates

Standard Shipping within the contiguous USA: 3-7 business days

• Free Standard Shipping with a minimum order of $50.
• $9.00(USD) Standard Shipping on orders between $25 to $49.99
• $12.00(USD) Standard Shipping on orders between $0 to $24.99

Standard Shipping within Canada: 3-7 business days.

• FREE Standard Shipping with a minimum order of $75 (USD)*
• $15.00 (USD) Standard Shipping on orders between $0 to $74.99 (USD)*

*Our shipping rates do not include custom fees or import charges that may be incurred when the package enters Canada for delivery.

While we strive to ensure timely deliveries, please understand that unexpected carrier delays (e.g., during holidays, sales, or weather events) may impact the expected delivery timeframe. Delivery timelines are based on the rates charged and the delivery standards provided by the carriers. 

If your order hasn't arrived within the estimated window, feel free to contact us at support@fishfoodchain.com for assistance.

Tracking Information

Once your order ships, you’ll receive a tracking number via email. It may take up to 24 hours for tracking updates to appear.

Returns & Lost Packages

If you're looking for return info, please refer to our Return Policy below.
If your package is lost or marked as delivered but not received, contact our support team within 7 days of the estimated delivery date.

Return Policy

Returns Period & Eligibility

You may request a return within 30 days of receiving your order for a full refund or exchange—please ensure the item is unused, in its original packaging, with all tags and accessories intact

Return Shipping

• Customers are responsible for all return shipping costs, unless the item is defective or we have made an error. In such cases, we provide a prepaid return label.
  
• For non-defective returns, shipping fees are non-refundable
  
• We recommend using a tracked shipping method and insuring your return to protect against loss or damage

Refund Processing (if applicable)

• Once we receive and inspect your return, we will notify you by email of the refund approval.
• Approved refunds are processed within 10 business days.
  
• Refunds are issued to the original payment method.
  
• Please note that original shipping charges are non-refundable, except in cases of defective or incorrect shipments.
  
• Items that show signs of use may be refused or refunded at the discretion of the company.

Defective or Damaged Items

• If your item arrives defective, or incorrect, please contact us within 15 days of delivery with photos and order details.
• We will cover return shipping and offer a full refund or replacement once validated and approved.
• Food Chain is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.

Exchanges

We do not offer direct exchanges. To switch items, kindly return the original purchase following the return process and place a new order for the replacement item.

Exceptions & Non-Returnable Items

The following items are not eligible for returns:

• Gift cards or coupon codes
• Sale or clearance items
  

Step-by-Step Return Process

1. Check Eligibility

• Returns must be initiated within 15 days of delivery
• Items must be unused and in their original packaging, with all tags and accessories intact
• Sale or clearance items are not eligible

2. Submit a Return Request

• Please email our customer service at support@fishfoodchain.com with the subject "Food Chain Return".
• Your order number and proof of purchase
• Item(s) you wish to return
• Reason for return
• Photograph of the item(s)

3. Wait for Approval

• Our team will review your request and respond within 1–2 business days.
• If approved, we’ll send you a return shipping label and detailed instructions.

4. Pack Ship the Item

• Carefully pack your item(s) using the original packaging if possible.
• Attach the return label and drop it off at the nearest carrier location.

4. Get Your Refund

• Once we receive and inspect your return, we’ll issue your refund to your original payment methods
• Refunds are typically processed within 5–10 business days after the return is received.