The products are screened before shipment so we can identify any defects or diseases that may occur. We guarantee to send only healthy products so if you detect an abnormality please send us photos and information immediately.
If your items are deceased upon arrival, you must call us immediately. Photos of the item are necessary and they must be of the items in the sealed package for us to consider a refund or replacement.
Please note that the Arrive Alive Guarantee is VOID if fish are not intercepted within 2 HOURS of the delivery scan. Please acknowledge emails concerning the arrival date/time.
If you have any concerns that your item is the wrong size, gender, species, etc., please contact us immediately with photos, including a ruler for measurement.
Not Guaranteed
Shipping Times/Dates
We pack our orders carefully and with the best resources to ensure they arrive alive. We cannot control any delays due to carrier issues.
If you request a change in your delivery through UPS (change of address or to be picked up at the facility) the "Arrive Alive Guarantee" will no longer apply to your order and we can no longer assist with delivery information.
Not Picking Up Your Package
We are not responsible for any losses due to you not picking up your order or if the carrier cannot deliver due to the business site.
Changes in Coloring
The photos on the website show the current color of the fish. Several factors impact the coloring of the fish as it goes through its lifecycle and its surroundings. Your fish colors may look slightly different when you receive it and it may change once it adapts to its new environment.
Infection or Disease
All items are checked for disease before shipment. Since the fish are disease-free at shipment, we are not responsible for diseases that may occur after it is placed in your aquarium. We do not know the cleanliness of your aquarium, its contents, or other species. Any loss due to infections or disease is not refundable.
Bullying
New fish may be harassed by dominant fish. You must be cautious when introducing it to an established tank. We are not to be held responsible if the fish dies due to harassment. No refunds will be given.
Things to Remember:
ALL ORDERS ARE FINAL.
In most cases, we are not able to change orders, combine orders, add to them, or cancel them, among other things.
Shipping Fees are non-refundable.
If your item does not arrive alive, you may be given store credit or refunded.
Orders are not eligible for chargebacks.
Refunds and store credit are NOT guaranteed and given on a case-by-case basis.
