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 by default on every order, given the conditions below are met. If there are any DOA's in your order, we offer a store credit towards your next purchase for the full value of the lost livestock, minus any shipping charges. Shipping charges are non-refundable. To be eligible for a cash refund for the full value of the lost livestock instead of store credit, Shipping Protection must be included in your order. 

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 Shipping or Hot Weather Shipping was added to your order. Find more info about Hot and Cold Weather Shipping in our Shipping and General Information section. 
4. You must fill out our DOA Claim Submission Form within 2 hours of delivery and provide clear photos of the lost item, both inside of the sealed unopened bag as well as laid on a dry surface. 
5. Our DOA Policy does not cover lost/stolen packages if your order does not include Shipping Protection.
 
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