Live Arrival Policy & DOA Information
We guarantee live arrival. This will cover any issues with shipping that might impair the health of the fish.
We do not guarantee fish beyond the day of arrival. Please research the requirements for each fish to ensure a suitable environment, food, and compatible tank mates. Water quality, incompatibility with the fish tank, diet, or other challenges of the hobby are the responsibility of the hobbyist. Once the fish is in your aquarium we are not responsible for any deaths or health problems.
We ship hundreds of boxes each week and our DOA (dead on arrival) record is excellent, but nature will be nature and not all boxes are delivered with perfection.
*We will always ship live fish via Overnight shipping. If DOAs result from a delay by UPS , a store credit will be issued for the losses.
In the rare event of a loss, please contact our Customer Support Department when the fish arrives. To file a DOA claim, follow the steps below:
1) Upon arrival, please send a photo (less than 5MB) of the lost specimen to: luckyfish5588@gmail.com.
2) Please include "DOA", your Order Number in the subject line. (Example DOA #1234). In the body of the email, include your name and item name with quantity of deceased specimens.
Once we receive a valid claim, we will refund you for the value of the fish in full within 5 business days. We do not send out replacements.
*Please note we DO NOT refund shipping charges.
We do not guarantee fish beyond the day of arrival. Please research the requirements for each fish to ensure a suitable environment, food, and compatible tank mates. Water quality, incompatibility with the fish tank, diet, or other challenges of the hobby are the responsibility of the hobbyist. Once the fish is in your aquarium we are not responsible for any deaths or health problems.
We ship hundreds of boxes each week and our DOA (dead on arrival) record is excellent, but nature will be nature and not all boxes are delivered with perfection.
*We will always ship live fish via Overnight shipping. If DOAs result from a delay by UPS , a store credit will be issued for the losses.
In the rare event of a loss, please contact our Customer Support Department when the fish arrives. To file a DOA claim, follow the steps below:
1) Upon arrival, please send a photo (less than 5MB) of the lost specimen to: luckyfish5588@gmail.com.
2) Please include "DOA", your Order Number in the subject line. (Example DOA #1234). In the body of the email, include your name and item name with quantity of deceased specimens.
Once we receive a valid claim, we will refund you for the value of the fish in full within 5 business days. We do not send out replacements.
*Please note we DO NOT refund shipping charges.