Q&A
Below FAQ are some common concerns of our clients before purchasing the theme.
If you have other questions, please just send it to sales@porpoise1996.com
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If you have other questions about OEM wholesale, product certification or bulk cooperation, send an email to sales@porpoise1996.com, we reply within 2 working days.
Support Email: sales@porpoise1996.com Brand: PORPOISE Aquarium (Est.1996) | FDA & BRC Certified Fish Feed & Filter Media
Section 1: Order & Shipping Questions
Q: “How long will my order be shipped?”
All orders dispatch within 1–2 business days after payment confirmation. No shipments on weekends and Chinese holidays.
Q: “Do you offer free shipping? ”
Yes! Free standard shipping applies to all retail orders over $300 before discount deduction (excluding oversized or overweight items, such as bulk filter media orders). OEM wholesale bulk orders are also excluded from free shipping activities.
Q: “Where can I track my parcel? ”
Tracking number will be sent to your registered email once goods leave our warehouse.
Q: “Who pays customs tax and import duties?”
All local import VAT, duties and clearance fees are the buyer’s responsibility. We can provide FDA factory registration documents and HS codes for customs clearance via sales@porpoise1996.com.
Q: “I filled in the wrong shipping address, what can I do?”
Contact us immediately at sales@porpoise1996.com before dispatch to modify your address. If the parcel is returned due to incorrect information, you need to pay extra re-shipping cost.
Section 2: Return & After-sales Support
Q: “Can I return opened koi fish food?”
Opened feed bags cannot be returned due to food safety risks under FDA standards. Only expired, leaking sealed feed can be replaced for free within 48 hours of receipt with clear photo proof sent to sales@porpoise1996.com.
Q: “Can I return filter media I already rinsed for my aquarium? ”
Soaked or washed filter media is non-refundable for hygiene reasons. Only unopened unused filter media qualifies for 14-day return (buyer pays return shipping fees).
Q: “My package arrived damaged, how to claim replacement? ”
Take clear photos of the outer box and broken products, send all images to sales@porpoise1996.com within 48 hours, we arrange free replacement quickly.
Section 3: Quick Links to Official Policies
· Privacy Policy
Last Updated: June 18, 2026
Website: https://fish1996-com.myshopify.com
Operator: Jiangmen Porpoise Aquarium Co., Ltd.
1. Who We Are
Our brand PORPOISE was founded in 1996, specializing in ornamental fish food, filter media, turtle food, aquarium supplies and OEM customization. We hold FDA, BRC, ISO9001 and FSMA certifications for all animal feed products. If you have privacy questions, email us at sales@porpoise1996.com.
2. Data We Collect
1. Order basic info: Full name, shipping address, email, phone, billing address
2. Payment data: We never store full credit card data; all payments processed via PayPal & Stripe securely
3. Optional aquarium consultation data: Tank size, fish species, feeding habits, filter equipment you own, only for personalized feed & filter media matching suggestions
4. Automatic tracking data: Cookies, device info, IP, browsing records via Google Analytics & Meta Pixel for marketing optimization
3. How We Use Your Information
· Process, pack and ship your international orders
· Send tracking updates, after-sales support and product storage reminders for fish food
· Recommend matched koi food, color enhancing feed, bio filter media based on your aquarium situation
· Send discount & new product newsletters only with your opt-in consent
· Prevent fraud, resolve disputes, comply with US FDA & cross-border trade regulations
4. Third-Party Data Sharing
We only share necessary data with authorized service providers: payment processors, global logistics carriers, email marketing tools and analytics platforms. We solemnly promise that we will never sell, rent or trade any of your personal information, and we have no business of selling user data to any third party.
5. Cookie Consent
Visitors can reject non-essential marketing cookies via the pop-up window when entering our site. You may clear cookies anytime via browser settings.
6. Your Legal Rights
All customers visiting our website hold the rights to request full data export, permanent deletion of your account and all related records, or one-click unsubscribe from marketing emails. You may contact us via email at sales@porpoise1996.com if you believe our data handling violates your legitimate rights.
7. Data Storage Period
· Order & shipping records: Reserved for 3 years to meet FDA, customs and tax compliance requirements
· Aquarium consultation preference data: Auto-deleted 12 months after your last purchase
· Marketing subscription data: Stored until you opt out
8. Data Safety
All checkout and website pages use SSL encryption. Only authorized customer service staff can access your order data with limited permissions.
9. Contact for Privacy Requests
Email: sales@porpoise1996.com
· Refund & Return Policy
Effective Date: June 18, 2026
Support Email: sales@porpoise1996.com
Free shipping threshold: Retail orders over $300 before discount deduction qualify for free standard shipping
1. Return Time Limit
All global customers enjoy a 14-day return window starting the day you receive your parcel. All return requests must be emailed to sales@porpoise1996.com before expiration to obtain a Return Merchandise Authorization (RMA). Parcels sent back without prior authorization may not be successfully tracked, processed, or credited.
2. Non-Returnable Products
All Fish Food, Turtle Feed, Reptile Feed
1. Any opened, torn or unsealed feed bags cannot be returned or exchanged, due to risks of mold, bacterial contamination and shortened shelf life. Our feed meets FDA & BRC food safety standards, and opened products cannot be resold safely.
2. As with humans, individual aquatic pets (such as koi or turtles) may have varying taste preferences. While our feeds are formulated with premium natural attractants adhering to FDA & BRC standards, we cannot guarantee acceptance by every individual animal. Therefore, taste or feeding preference differences are not classified as product quality defects and are not eligible for refunds or returns.
3. Only replacement service is available for factory-expired feed, leaking sealed packaging, wrong item delivery. You must provide clear defect photos within 48 hours after receiving the package and send them to sales@porpoise1996.com.
Filter Media (Bacteria house, ceramic rings, volcanic rock, activated carbon, bio balls)
1. Any filter media soaked, rinsed or placed into aquarium tanks cannot be returned for hygiene reasons. Used filter media carries nitrifying bacteria and water contaminants, unsuitable for secondary sales.
2. Minor surface chips or tiny fragments generated during standard transit packaging do not qualify for free replacement. Only fully crushed bulk filter media with complete photo evidence will be re-shipped free of charge.
Water Treatment Liquid & Multi-Function Aquarium Conditioner
Once bottle seals are broken or liquid is used, no return or refund is allowed. Only leaking bottles upon arrival can be replaced with photo proof sent to sales@porpoise1996.com within 48 hours.
3. Eligible Return Conditions
Only unopened, unused, intact original sealed goods can be returned for full refund. Opened feed, soaked filter media and unsealed liquid treatments are excluded from return scope. Returned items must remain resellable without contamination.
4. Shipping Fee Responsibility
1. Our fault (wrong item, expired feed, fully broken filter media, leaking liquid): We cover outbound and return shipping fees and send free replacement goods.
2. Voluntary customer return (no longer need products): The buyer bears all return shipping fees, and the original delivery charge will not be refunded. (Note for EU/UK Customers: In accordance with local consumer protection laws, standard outward shipping costs will be refunded if the return is initiated within the 14-day cooling-off period; however, return freight remains the buyer's responsibility.)
3. Lost parcels: Full refund or free re-delivery available 30 days after dispatch if tracking shows no delivery signature, contact us via sales@porpoise1996.com.
5. Refund Processing Timeline
After we receive and inspect your returned package, refunds will be issued to your original payment account within 7–14 working days. We are not responsible for delays caused by bank processing.
6. Damage Claim Process
1. Capture clear photos of outer parcel packaging and defective products
2. Send photos to sales@porpoise1996.com within 48 hours after delivery
3. Our team reviews your application within 2 business days and arranges free replacement or partial compensation.
· Shipping Policy
Last Updated: June 22, 2026, Brand: PORPOISE Aquarium, founded 1996 Warehouse Dispatch Location: Jiangmen, Guangdong, China
1. Order Processing Time
All orders will be packed and dispatched within 1–2 business days after payment confirmation. We do not process shipments on weekends and Chinese public holidays.
2. Estimated Global Transit Time
· Southeast Asia (Thailand, Vietnam, Malaysia, Indonesia): 3–7 working days
· EU, UK, USA, Canada, Australia: 7–15 working days
· Middle East, South America remote areas: 15–25 working days All transit times are estimates; delays caused by customs clearance, peak seasons or weather are beyond our control.
3. Shipping Cost & Free Shipping Rule
1. Shipping fees calculate automatically at checkout based on total package weight and destination country
2. Filter media are heavy-weight bulk goods; overweight surcharges apply for large filter media orders
3. Free standard shipping applies to all retail orders over $300 before discount deduction (excluding oversized, overweight, or bulk items, such as large filter media orders, which are subject to overweight surcharges calculated at checkout). OEM wholesale bulk orders are excluded from free shipping activities.
4. Special Notice for Fish Feed Logistics
Our koi feed, color enhancing feed and turtle food comply with US FDA animal feed standards. Powder and flake feed may face airline transport restrictions during hot summer months. We will automatically arrange sea freight for restricted destinations, leading to extended delivery time. Prolonged exposure to high temperatures during ocean transit (due to summer airline restrictions on powders/flakes) may occasionally cause minor surface oxidation of the feed. This is a natural occurrence under cross-border logistics conditions and does not affect the core nutritional value or safety of the feed. Consequently, it does not qualify for a full refund. We highly recommend storing all feed products in a cool, dry, and shaded environment immediately upon receipt.
5. Customs, VAT & Import Duties
All import VAT, customs duties, clearance administrative fees of your destination country are fully borne by the buyer. We can provide official HS codes and FDA factory registration documents for fish feed and filter media to assist your customs clearance upon request via sales@porpoise1996.com. If local customs seize goods due to regional import bans, we will not issue full refunds.
6. Delivery Risk Transfer
Product ownership and transportation risk transfer to the buyer once the logistics carrier signs for the parcel. If you submit incorrect shipping address and the package is returned, all re-delivery fees must be covered by you.
7. Lost Parcel Solution
If your tracking number shows no delivery signature for 30 consecutive days after dispatch, contact our support team at sales@porpoise1996.com to apply for free re-delivery or full order refund.
· Terms of Service
This binding agreement ("Agreement") is between you ("Customer") and Jiangmen Porpoise Aquarium Co., Ltd. ("Seller"), governing all access and orders on https://fish1996-com.myshopify.com.
1. Website Usage Rules
You agree to use this site only for legal personal retail purchase or formal OEM wholesale cooperation. Malicious mass order cancellation, fake payment fraud, unauthorized bulk resale without OEM contract are prohibited. We reserve the right to cancel orders and block user accounts for violations.
2. Critical Product Compliance Disclaimer
1. All fish food, turtle feed and reptile feed are nutritional supplementary animal feed only, NOT medical supplies. They cannot cure ich, fin rot, enteritis, fungal infection or any aquatic animal diseases.
2. Filter media only stabilizes water quality and cultivates nitrifying bacteria. We do not guarantee the absolute eradication of fish illnesses or the complete removal of all aquarium toxins, as these depend heavily on individual tank ecosystems and water management. Water treatment conditioners only neutralize chlorine and heavy metals, with no medical treatment effects.
3. All product photos online are for reference only. Minor color difference of filter media, slight pellet size variation between feed production batches do not constitute quality defects.
4. Any third-party unofficial promotion claiming our products have antibacterial, antifungal or disease-curing therapeutic effects are unrelated to PORPOISE Aquarium and not authorized by our company.
3. Product Usage Liability
We shall not bear compensation responsibility for fish or turtle death caused by improper tank environment, unsuitable water temperature, overfeeding, incorrect filter media operation or poor daily aquarium maintenance. All customers must follow our official feed storage and filter media usage guidelines.
4. OEM / ODM Wholesale Custom Orders
If you place bulk OEM custom orders with personalized labels, logos and packaging:
· All pattern, text and label files provided by you are your full legal responsibility. We are not liable for trademark, copyright or local labeling law violations on custom packaging. Our feed meets FDA & BRC standards, but final local market labeling compliance is the buyer’s obligation.
· Once mass production starts for custom OEM orders, cancellation and full return requests will not be accepted. Partial replacement only available for factory defective goods after official inspection.
5. Payment & Order Cancellation
Orders can be fully cancelled free of charge only before warehouse dispatch. After the parcel is shipped, cancellation requests follow our Refund & Return Policy, and the buyer bears all return freight cost. All payments must be completed via official Shopify checkout channels.
6. Intellectual Property
All texts, product images, brand logos and design content on this website belong to Jiangmen Porpoise Aquarium Co., Ltd. Unauthorized copying, reprinting and commercial reuse without written permission is forbidden.
7. Governing Law
This agreement is governed by the commercial laws of the People’s Republic of China. All cross-border trade disputes will be resolved via friendly negotiation first; if negotiation fails, disputes will be submitted to arbitration institutions in Jiangmen City, Guangdong Province.
8. Policy Revision Right
We reserve the right to revise these Terms of Service at any time. Updated versions will be published on this page with a new effective date, and continue binding all customers after release.
Support Contact: sales@porpoise1996.com