Guarantee

Live Arrival Guarantee

My live arrival guarantee applies to overnight shipments only, and only when:

• Someone is home to receive the package upon delivery, or the package is picked up from a UPS hub within 2 hours of arrival
• The package arrives on the projected day of delivery

Livestock confirmed as DOA is credited to your account as store credit at the purchase price of the animals lost, plus the matching share of the original shipping cost. Shipping is prorated to the portion of the order lost: if the animals that arrive DOA are 10% of your order's value, 10% of your shipping is credited. If the entire order is DOA, shipping is credited in full.

DOA Claim Instructions

• At least two clear photographs of DOA livestock inside the unopened bag are required.
• Images must clearly show the deceased fish in the unopened bag.
• Photos must be received within two hours of the first delivery attempt.
• Email the photos, your order number, and a brief explanation.

Late photographs or photos showing fish outside the shipping bag (in a bucket, tank, or out of water) cannot be accepted and will not result in a refund.

Sales

All sales are final. Payment processing fees are non-refundable, and shipping is non-refundable except for the prorated share included in a confirmed DOA credit. Confirmed DOA claims are resolved with store credit only. No cash refunds.

Color may vary from photos due to lighting, stress coloration during shipping, and your tank environment. This is expected and not grounds for a claim.