Live Arrival Guarantee

Our Live Arrival Guarantee only applies to shipments sent via UPS Overnight and Southwest Cargo.

If a delivery is delayed due to circumstances beyond our control, including but not limited to carrier delays, weather conditions, or other unforeseen events, the Live Arrival Guarantee will be considered void.

DOA Refunds & Credits

In the event of a DOA (Dead on Arrival), customers will receive a refund or store credit for the value of the affected fish only.

• Refunds or credits apply only to DOA fish
• Shipping charges are non-refundable
• Credits may be used toward future fish purchases

Shipping & Tracking

A tracking number will be provided prior to shipment.

It is the customer’s responsibility to monitor their shipment using the provided tracking information and ensure timely delivery.

What Is Considered “Live Arrival”?

“Live Arrival” is defined as the condition of the fish upon delivery:

• Fish must be alive at the time of delivery
• The customer must open the package within 1 hour of delivery
• Fish must be found alive inside the sealed bags upon opening

Once fish are removed from their bags and introduced into a tank, the Live Arrival Guarantee is no longer valid.

We do not guarantee compatibility with tank conditions or behavior toward other fish. We only guarantee that fish arrive alive and healthy at the time of delivery.

DOA Claims

If you experience a DOA, you must:

• Contact us within 1 hour of delivery
• Provide a clear video of the unopened box being opened
• Show the fish inside the sealed bag(s)

NO EXCEPTIONS