Shipping Policy/DOA Policy

DOA POLICY

• The live arrival guarantee applies only to Next Day/Overnight deliveries.

 

• When temperatures permit, we offer 2nd-day delivery as an option, but this does not include a live arrival guarantee.

 

• A tracking number will be provided within 24 hours of shipment.

 

• We DO NOT contact the carrier to place a hold on your shipment for local pickup. If you wish to do so, it is your responsibility to make those arrangements directly with the carrier.

 

• If a delivery is delayed due to the carrier, weather, or other unforeseen issues beyond our control, the live arrival guarantee will be voided.

 

• Credits for DOAs will be issued as credit toward future fish purchases. Please note, credit is issued for DOA fish only, not for shipping charges.

 

• You are responsible for tracking your shipment using the tracking number provided.

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WHAT IS LIVE ARRIVAL?

Live arrival is defined as follows: When the fish arrive at your door and you open the box within 30 minutes of delivery, the fish will be alive in the bags. Once the fish bags are opened and the fish are introduced to your water, the guarantee is no longer valid. We do not guarantee that the fish will thrive in your water conditions or be compatible with other tank mates. We guarantee that the fish will be alive and healthy when the box is opened.

If you experience a DOA, please contact us within 1 hour of delivery. Be prepared to provide a digital picture of the fish in the SEALED BAG.