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Guarantee Terms and Conditions

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1. Dead on Arrival (DOA) Claims:

   • Notify us within 2 hours of the delivery time indicated by the tracking information if a fish arrives deceased.

   • Submit a 15–30 second video clearly showing the deceased fish floating in the water, either in the original shipping bag or in your tank. Photos will not be accepted as valid evidence.

   • Failure to provide a video within the specified timeframe will invalidate the DOA claim.

2. Delivery Responsibilities:

   • Packages left unattended for extended periods after delivery are not covered by our guarantees. Please ensure someone is available to receive your order on the delivery day.

   • Our standard shipping day is Monday. Overnight shipping orders typically arrive on Tuesday, while 2-day shipping orders arrive on Wednesday. To request an alternative delivery day, please contact us in advance to make arrangements.

3. Guarantee Coverage:

   • The Arrive Alive & Stay Alive Guarantee applies exclusively to overnight shipping orders.

   • For 2-day shipping orders, only the Arrive Alive Guarantee applies; the Stay Alive Guarantee is not available.

4. Stay Alive Guarantee Claims (Within 7 Days of Delivery):
   To file a claim for a fish that dies within 7 days of delivery, please follow these steps:

   • Submit a Video: Provide a 15–30 second video of the deceased fish floating in the tank. Photos are not valid for claims.

   • Water Quality Evidence: Submit photos of water test results showing the tank is fully cycled (0 ammonia, 0 nitrite) on both the first day after delivery and the day the fish died. Include a timestamp by screenshotting the photo details on your device.

   • Tested Water: Water tests must be conducted on the tank water where the fish was housed.

   • Prompt Notification: If you notice the fish showing signs of distress or illness, contact us immediately.

   • Medication Restrictions: Treating a fish with medications without consulting us first will invalidate your claim.

   • Compliance: Failure to meet any of these requirements will result in an invalid claim and dismissal of the case.

5. Claim Approval:

   • If your claim is verified, we will issue store credit for the value of the deceased fish only.

   • Shipping fees are non-refundable under all circumstances.

   • Store credit is valid only for the purchase of live fish and cannot be used for medications.

   • Store credit expires 90 days from the issuance date.

 

Contact Us

For questions or assistance with our guarantee policy, please reach out via email, social media, or by calling/texting 512-769-5496.

If we are unable to answer, please leave a text or voicemail, and we will respond promptly.