Live Arrival & DOA Policy
We care deeply about the health of our livestock and the safety of their journey.
We put our absolute best effort into packing every single order with the utmost care. Our top priority is ensuring your new aquatic arrivals have the safest, most secure journey possible—from our tanks to yours.
Because we are dealing with live animals, we have established the following guidelines to protect both our customers and our livestock.
Live Arrival Guarantee Requirements
- 1‑Day Shipping Only: The guarantee is valid only for orders shipped via overnight/1‑day shipping.
- On‑Time Delivery: The livestock must be delivered within the carrier’s scheduled delivery window.
Shipping Schedule
To ensure your fish do not get stuck in a courier warehouse over the weekend, we do not ship livestock on Thursdays or Fridays.
Carrier Delays
While we pack our shipments to withstand transit, the Live Arrival Guarantee is waived if the courier delays the shipment and it does not arrive on time.
In the event of a carrier delay, no refunds will be issued for the lost livestock.
However, we will immediately submit a refund request to the courier for the shipping costs. If the courier approves that claim, we will pass that shipping refund directly back to you.
How to Claim a DOA (Dead‑On‑Arrival)
- Take a Photo: Capture a clear photograph of the deceased fish inside the sealed, unopened shipping bag.
- Contact Us Within 1 Hour: Email the photo together with your order number within 1 hour of the recorded delivery time.
Important: Due to the time‑sensitive nature of handling live fish, failure to contact us with the photo within the 1‑hour window will void the guarantee. Once verified, we will promptly issue a refund for the deceased items.