Refund policy

If you encounter any issues with the fish upon arrival, prior to opening the bags, please take photos or videos of the fish. Opening the bags ends the "arrival" period and we cannot provide claims for fish without documentation of an issue prior to opening the bags.

Please email us with photos and/or video of the issue and a brief explanation (which fish is having difficulty, what the symptoms are, and any other information you may deem noteworthy). The photo must clearly show the fish in their unopened bag.

This email needs to be received within 2 hours from the first attempt delivery according to the shipper's tracking information. We will award store credit for all DOA fish - shipping will not be credited. Credit will be issued in the amount paid for the fish in the form of a store credit code. This code can be used on our website for any future purchases, and it does not have an expiration date. 

If you experience issues after arrival, such as difficulty swimming, signs of disease, or other problematic symptoms, please document them with photos and/or video and contact us immediately. Credit for deaths after arrival are issued at our discretion.

What Voids Our Guarantee

Your Live Arrival Guarantee is void if:

  • You miss the first delivery attempt

  • Your claim is not submitted on the day of delivery

  • The package is delivered after 2 days for fish or after 7 days for other livestock

  • Requested pictures are not provided according to pre-determined guidelines (see claim steps below)

  • The item is free (ex. extra livestock or replacements)

    For Dead or Sick Livestock:
    1. Photo of the unopened bag with the death(s) clearly visible (show the underside of the bag).
    2. Photo of the livestock outside the bag clearly showing the quantity deceased, with the label from the bag in view (this is used to identify the source of the livestock).
    3. If the livestock is alive but unhealthy, a clear photo showing the issues inside your aquarium is acceptable.

    For Missing Items:
    1. Photo showing all items you received in the box along with the packing slip.
    2. For live items, include clear photos of all bagged animals with labels visible.

    For Damaged Items:
    1. Photo showing original packaging with any exterior damage.
    2. Photo showing the damaged item(s).