FAQs


ORDERING

HOW CAN I PAY FOR MY ONLINE PURCHASE?
You can pay by VISA, MASTERCARD or PAYPAL.

WHO DO I CONTACT IF I’M HAVING TROUBLE ORDERING ONLINE?
Please feel free to chat or email us Here.


SHIPPING AND RETURNS

CAN I CHANGE MY ONLINE ORDER AFTER I HAVE PLACED IT?
It all depends on how quickly after placing an order you will let us know. If your item has already been dispatched from our warehouse, we are unable to make any changes and you will receive your item. Please write us an email at support@fishfanclub.com and we will do our best to help you.

WHAT HAPPENS IF MY PARCEL DOESN'T ARRIVE, OR IS LOST IN TRANSIT?
Once your parcel has left our warehouse it becomes property of your country's main carrier. FishFanClub is legally not responsible for lost or damaged goods. However if your parcel does not reach you within our delivery time, we will do all we can to track and find your parcel for you. Contact us Here.

WHEN WILL YOU SHIP MY ITEMS?
All items are subject to a handling period before they are dispatched. Majority of orders leave the warehouse within 3-5 business days. We will notify by email when your items have been shipped.

WHEN WILL I RECEIVE MY ITEMS?
Please allow up to 4 weeks delivery time for our retail and giveaway items, as they may be shipping from other countries.

HOW LONG IS THE DELIVERY?
Once your parcel has left our HQ, it will arrive to you in approximately 2-4 weeks after the confirmation of the order. Delivery will take an extra day depending on your location or country.
 
WHERE ARE MY ITMES COMING FROM?
Although our fulfillment house is located in US, some of our specialty items are located in other countries such as Australia, New Zealand, United Kingdom and China.

HOW DO I TRACK MY ORDER?
Please let us know if you'd like to be able to track your items and we will provide your tracking number. This information is not sent out automatically, you will have to email us in order to receive your tracking number.

HOW DO I RETURN THE ITEM?
To return your ordered item, please send us an email Here and provide us more information about your order and reason for return. We will review your request and either ask for the item to be shipped to us and/or provide a refund to you.
Please note that your item must be unused and in the same condition that you received it to be eligible for a refund.

HOW LONG DO I HAVE TO RETURN AN ITEM?
We offer a refund for items that are full price and returned to us within 30 days after you have received your order. 

WILL MY ITEMS BE SENT IN ONE PACKAGE?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you specified combined shipping. Please keep this in mind when receiving deliveries.
If you have any other questions, please contact us immediately via email Here.

CUSTOMER CARE

WHAT IF MY ITEM IS FAULTY?
We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, our Customer Service team will help resolve the problem as fast as possible. Please help us by providing a photo or two showing the defect/fault, which will speed up the return process. Contact us Here.

NEED ANY FURTHER HELP?
Our goal is to improve your experience with online shopping; we would love to hear your feedback and ideas from placing your order to receiving what might be your first Black Panther box.

For more question and suggestion please email us at Here.