Live arrival guarantee

Fish purchased online with an approved service are covered by our live arrival guarantee. Report dead-on-arrival fish within 24 hours of the delivery recorded by the carrier using your private order link.

Provide clear photos of the affected fish in their bag or container and of the package. A video is optional. We do not ask you to mail dead animals back. Follow the acclimation instructions for surviving fish.

We review claims within two business days. Approved claims compensate the net amount paid for affected units, including applicable tax. You may choose store credit with no expiration or maintenance fees, or a refund to the original payment method. Amounts originally paid with store credit are restored as credit.

If all items arrive dead or the package is lost, compensation includes shipping and packaging charged for the affected shipment. Partial losses compensate affected units; shipping is not automatically refunded when other items were delivered correctly.

Carrier delays do not automatically void this guarantee. Address mistakes, refused deliveries, late reports and receiver absence are reviewed individually. Death after live arrival and acclimation is not a dead-on-arrival claim. Replacements require customer agreement and a new shipment arranged with support.

Store credit is valid for online purchases only. Kiosk purchases follow the pickup and incident process, without shipping or tracking.

Customer support is being configured before online checkout opens.

Policy version: 2026-10-10-v1