Live Arrival Guarantee / DOA Policy
We take great pride in our packaging and losses are a very rare occurrence, even when shipments are unexpectedly delayed. Live arrival is always guaranteed on every order, given the conditions below are met. If there are any DOA's in your order, we will offer you a full refund for the value of the lost livestock or store credit towards your next purchase with a 5% bonus added, minus any shipping charges. Shipping charges are non-refundable.
Conditions of Live Arrival Guarantee
1. The package must be received on the first delivery attempt.
2. The package must be sent to the correct address and not a forwarding address.
3. Temperatures in your area must be between 50-90 °F, unless Cold Weather or Hot Weather Packaging was included in your order. Find more info about Hot and Cold Weather Packaging on our Shipping Information page.
4. You must fill out our DOA Claim Submission Form within 2 hours of delivery and provide clear photos or video of the lost item, both inside of the sealed unopened bag as well as laid on a dry surface.
We are not responsible for any losses that occur after the fish is removed from the bag or beyond 2 hours after the marked delivery time, so please make sure that you are available to receive your fish as soon as they arrive and that your tank is ready to accept new livestock.
If your livestock was insured with our 7-Day or 30-Day Protection and you need to file a claim, please fill out the Insurance Claim Submission Form
