Ngoc Lien Aquarium Fish – LienBetta.Com supplies ornamental fish and Betta fish through inspection, preparation, and packaging procedures appropriate for live animals. This policy sets out the specific terms regarding shipping methods, delivery times, delivery areas, inspection upon receipt, and the conditions for returns and refunds.

1. Inspection and Preparation Before Shipping

After an order has been confirmed and the applicable payment requirements have been met, we will prepare the product for shipment to the customer.

Before packaging, we inspect the actual condition of the fish, including:

Swimming ability and reflexes.
Observable health condition.
Coloration, fins, and physical appearance.
Any abnormalities that may affect transportation.

Fish will only be packaged when they meet the appropriate conditions for transportation, unless otherwise agreed by both parties.

Before packaging, the fish may be fasted for approximately 12–24 hours to reduce waste during transportation.

We use water, bags, and packaging materials appropriate for ornamental fish to minimize risks during transportation.

2. Shipping Methods

2.1. Domestic Shipping

Orders within Vietnam are handed over to a carrier appropriate for the delivery area.

After the order has been handed over to the carrier, customers will be provided with a tracking number or tracking information if supported by the carrier.

Estimated delivery time:

Approximately 1–3 days, depending on the delivery address, shipping route, and carrier.

The above timeframe is an estimate only and may vary due to weather conditions, traffic conditions, transportation status, or other objective factors.

2.2. International Shipping

LienBetta.Com may support shipping to certain countries or territories depending on shipping availability and applicable regulations at the time of the order.

International orders may be affected by:

Shipping routes and flight schedules.
Carriers or logistics providers.
Import regulations for ornamental fish in the destination country.
Customs clearance and quarantine procedures.
Weather conditions.
Requirements imposed by competent authorities.

International customers are responsible for researching and complying with applicable regulations regarding the import of ornamental fish in their country or territory before placing an order.

3. Carriers and Logistics Providers

Depending on the destination, order type, and transportation conditions, LienBetta.Com may select an appropriate carrier or logistics provider.

The carrier information and tracking number, if available, will be provided to the customer after the order has been handed over.

During delivery, the logistics provider's responsibility for updating order information is governed by the services and transportation conditions provided by that provider.

4. Delivery Time

For domestic orders, the estimated delivery time is approximately 1–3 days from the time the order is prepared and handed over to the carrier.

For international orders, delivery time depends on shipping routes, flight schedules, customs clearance, quarantine procedures, and regulations of the destination country. Therefore, a fixed delivery time cannot be guaranteed for all orders.

If an order is delayed beyond the estimated timeframe, we will assist in checking the shipping information and provide the customer with updates to the extent that the information can be verified.

5. Geographic Delivery Limitations

We only deliver to areas where carriers or logistics providers are able to accept and transport live fish.

Certain areas may not be supported due to:

No suitable transportation route.
Transportation conditions that cannot ensure the safety of the fish.
Unsuitable weather or geographical conditions.
Carrier regulations.
Requirements imposed by competent authorities.
Import regulations applicable to international orders.

Before confirming an order, we may refuse the shipment or propose changes to the shipping method, delivery time, or delivery location if the destination does not meet the necessary transportation conditions.

6. Inspection Upon Receipt

As ornamental fish are live animals, customers are advised to inspect the package and the condition of the fish immediately upon receipt.

Customers should record a continuous video from before opening the package until the fish have been inspected.

The video or photos should clearly show:

The external condition of the package.
The process of opening the package.
The condition of the fish after opening the package.
Any signs of abnormalities, if applicable.

Providing photos or videos helps us verify the condition of the product and the delivery process.

7. Dead on Arrival (DOA)

DOA (Dead on Arrival) refers to a fish that is dead when the customer receives the shipment.

If a fish is dead upon arrival, the customer must contact LienBetta.Com immediately after receiving the shipment and provide photos or videos for verification.

After receiving the information, we will review relevant factors, including:

The condition of the fish upon receipt.
Photos or videos provided by the customer.
The condition of the package.
Delivery time.
Shipping information.
Other relevant information.

If the verification confirms that the case falls within the scope of support, we may provide one of the following resolutions:

Product replacement.
Refund.
Another solution agreed upon by both parties.

8. Product Return and Exchange Conditions

As ornamental fish are live animals, returns or exchanges are not accepted simply because the customer changes their mind or no longer wishes to purchase the product, unless otherwise agreed by both parties.

Return or exchange requests may be considered in the following cases:

The delivered product does not match the product confirmed with the customer.
An incorrect variety or product was delivered.
The product has an issue that falls within the responsibility of LienBetta.Com.
The fish is dead upon arrival and the case is verified to fall within the scope of support.
Other cases specifically approved for support by LienBetta.Com.

Any return or exchange involving live fish must be carried out according to our instructions to minimize any impact on the health of the fish.

9. Cases Not Eligible for Return or Refund

Return or refund requests may not be approved in the following cases:

The customer does not provide sufficient information necessary for verification.
The fish has been kept by the customer for a period of time and the condition developed afterward.
The fish is affected by improper care conditions after receipt.
The customer independently handles, uses, or alters the condition of the product before verification.
The customer provides inaccurate or misleading information, photos, or videos.
The customer fails to follow the necessary instructions for verifying the product's condition.
The product is affected by causes attributable to the customer or circumstances outside the responsibility of LienBetta.Com.
Other cases that do not meet the support conditions under this policy.

For ornamental fish, we will consider each case based on the actual condition of the fish and the available verification information rather than applying the policy mechanically to every situation.

10. Time Limit for Return and Refund Requests

For cases where a fish is dead upon arrival or a product has an issue immediately upon delivery, customers must notify us immediately after receiving the shipment.

For other order-related requests, customers are advised to contact us as soon as possible after discovering the issue.

Prompt notification allows us to more accurately verify shipping information, product condition, and other relevant data.

11. Return and Exchange Process

When requesting a return or exchange, customers should follow these steps:

Step 1: Contact LienBetta.Com via Zalo or WhatsApp.

Zalo / WhatsApp: +84 398 629 758

Step 2: Provide the order number and describe the issue.

Step 3: Submit photos, videos, or other necessary documents as requested.

Step 4: LienBetta.Com reviews and verifies the information.

Step 5: We notify the customer of the verification result and proposed resolution.

Step 6: The product replacement or agreed support solution is carried out.

Customers should not return the product on their own before receiving instructions from LienBetta.Com.

12. Refund Policy

Refunds may be provided in the following cases:

LienBetta.Com is unable to supply the product after the customer has made payment.
The order has been approved for cancellation and qualifies for a refund.
The product qualifies for a refund following verification.
Both parties agree to a refund.
Other cases as required by applicable law.

The refund amount will be determined based on the amount paid by the customer and the conditions applicable to each case.

13. Refund Method

Refunds will preferably be issued through the payment method originally used by the customer.

If a refund cannot be processed through the original payment method, we will contact the customer to agree on an appropriate alternative refund method.

The actual time for the customer to receive the refund may depend on the bank, payment gateway, or payment service provider.

14. Return, Exchange and Refund Costs

Shipping costs associated with returns or exchanges will be considered based on the cause of the issue:

If the error or issue is attributable to LienBetta.Com and has been verified, we will discuss an appropriate arrangement for the related shipping costs with the customer.
If the request arises from a cause attributable to the customer, the customer may be responsible for shipping costs or other actual related expenses.
For special cases, the applicable costs will be determined and communicated to the customer before proceeding.

For international orders, customs fees, import duties, quarantine fees, or other charges imposed by competent authorities in the destination country will be handled in accordance with applicable regulations and the terms agreed for each order.

15. Cases Where Delivery Cannot Be Completed

An order may be delayed or unable to be delivered in circumstances such as:

The customer provides incorrect or incomplete delivery information.
The recipient cannot be contacted.
The recipient refuses to accept the shipment.
Weather conditions are unsuitable for transporting live fish.
Natural disasters or force majeure events.
The carrier is unable to accept or transport the shipment.
Requirements imposed by competent authorities.
The goods are not permitted to be imported into the destination country.
Other objective circumstances.

In such cases, we will contact the customer to agree on an appropriate solution.

16. Order Cancellation

Customers may request to cancel an order before the product has been packaged or handed over to the carrier.

For orders that have already been prepared, packaged, or incurred actual costs, cancellation requests will be considered based on the status of the order.

If the order qualifies for a refund, the refund will be processed in accordance with the Payment Policy.

Customers may contact us for assistance regarding delivery, product condition, returns, refunds, or other issues arising during the delivery process.

Shipping, returns, refunds