We offer a 100% Live Arrival Guarantee on all livestock that we ship.
If your package incurs any loss of livestock, please follow these important steps:
DOA Policy: What do I do if I believe I received dead livestock?
- Remove the animals in question from their shipping bags and place them in a separate container; begin drip acclimation with water from your aquarium. Unless it is an obvious dead animal (such as a starfish in pieces, an upside down shrimp, etc) it is VERY IMPORTANT that you still acclimate the animals even though you may initially assume they are dead. Items such as snails, hermit crabs, anemones, corals etc may not be moving and appear dead at first, however we require that you acclimate them as normal anyway to observe them closely for movement. Furthermore, snails are shipped without water, this was done purposely so do not assume they are dead because their shipping bags have no water.
- During acclimation, observe items in question closely for movement over a period of 30-60 minutes.
- After acclimation is complete, place the surviving animals into your aquarium, leaving the remaining items you believe are dead in the acclimation container. If you are completely sure these animals did not survive, fill out a claim form here: DOA CLAIM FORM
- Once we have determined that there has been loss of livestock via email contact, we may require photo verification, we will issue a store credit for the value of the losses, or arrange a replacement shipment (at our discretion).
Voiding our Live Arrival Guarantee- Leaving a package outside for an extended period of time after it has been delivered voids our live arrival guarantee.
- If you fail to provide us with your correct shipping address, or if you fail to notify us that it was wrong at the time you placed your order and did not give us the correct shipping address, we cannot be held liable for your order shipping to the wrong address and our live arrival guarantee is void.
Other Terms & Conditions