Take clear photos/videos of the dead fish while they are still in the unopened bag. This will serve as evidence of their condition upon arrival. If the fish die after anytime after they are released into their tank, that responsibility falls on the owner and no refund can be provided.

Email us the photos/videos with the order number to hello@mainlandaquarium.com or through Whatsapp (+65 9187 8583) within 4 hours from the receipt time. Please do not delay your reports because it is after working hours – we will check by the timestamp of all reports received.

We will process your report of claims within 1-2 business days. All refunds will be processed back to your original mode of payment unless otherwise stated. Depending on your bank’s clearing out policy, it may take the bank another 7 – 10 working days to reflect the refunded amount in your account.