100% Live Arrival Guarantee

What is covered

Our guarantee covers fish that arrive deceased ("dead on arrival") on the scheduled delivery date when the order is received and acclimated according to our instructions.

How to file a claim

• Open your box immediately upon delivery.
• Before acclimating, photograph any deceased fish inside the unopened, sealed bags.
• Email those photos to our support team within 2 hours of the delivery time, with your order number.
• We will verify and process a re-ship or refund for the affected fish.

Re-ship or refund

For valid claims, you choose between a free re-ship on our next shipping window or a refund for the value of the affected fish. Re-ships use the same insulated, overnight method as the original order.

Conditions & exclusions

To keep our guarantee fair and our prices low, a few conditions apply.

• A clear photo of the deceased fish in the unopened bag is required within the claim window.
• The guarantee does not cover delays, failed delivery, or losses caused by an incorrect shipping address, or by no one being available to receive the package on the delivery date.
• It does not cover losses after the fish have been introduced to your tank, which depend on your water quality and acclimation.
• Courtesy overage fish (the extra fish we include) are intended to offset normal transit losses and are factored into claims.
• Weather holds placed to protect your fish do not void the guarantee.

Give them the best chance

Most post-shipping losses are preventable with a calm, proper acclimation. Please float and drip-acclimate your fish, never pour shipping water into your display tank, and consider a cycled holding tank for bulk orders.