Arrive Alive

ARRIVE ALIVE GUARANTEE

We guarantee that your fish will arrive alive and healthy when shipped via USPS Priority Mail.

Reporting a DOA

If your order arrives with a dead fish, you must contact us within 1 hour of the first delivery attempt (based on carrier tracking). To file a claim, you must provide clear photos of the dead fish inside the unopened shipping bag. Claims submitted after 1 hour, or without photos of the fish in the unopened bag, cannot be honored.

What We Cover

The Arrive Alive Guarantee covers livestock only. Original shipping charges are non-refundable.

Resolution Options

For verified DOA livestock, we offer the following options:

1. Refund — A refund for the affected livestock only.

2. Store Credit — Store credit for the purchase price of the affected livestock.

3. Replacement — Replacement livestock shipped to you. The customer is responsible for the new shipping charge.

We reserve the right to change carriers on replacement shipments if a carrier issue caused the original delay. We will notify you if this occurs.

We ship every Monday.