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 handoff

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.

Live-arrival and DOA

Report any dead-on-arrival livestock within two hours of 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 remedies may be replacement, store credit, or refund of the affected livestock value.

Weather holds

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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