All order issues must be reported within four hours of delivery to be considered for credit. We guarantee live arrival on all overnight shipments, provided they arrive on the projected day of delivery. Only overnight deliveries come with this guarantee. We do not guarantee live arrival on shipments sent via slower shipping methods. Shipping charges of any kind are not covered by our Live Arrival Guarantee. Guaranteed fish determined to have arrived DOA will be credited for your next order. No refunds will be given for DOA livestock. To see what fish are not guaranteed or to learn more about our DOA policy, click here
. For general questions or more shipping information, click here
Please do not call us immediately after submitting your DOA claim; If you receive a confirmation from the website that your submission was received, we will review your claim and issue credits ASAP (within 24 hours).
Ex: 3x Cherry Red Shrimp, 2x Zebra Nerite Snails. Bag temp was at 60 degrees upon arrival, delivery was at 10:30AM and my order was insured.