Terms and Conditions

 PLEASE READ OUR LIVE ARRIVAL GUARANTEE PRIOR TO YOUR PURCHASE.

LIVE ARRIVAL GUARANTEE:

All fish sold are guaranteed a live arrival with SAME DAY SHIPPING ONLY (OVERNIGHT).
Two day delivery IS NOT covered by our Live Arrival Policy.

All deliveries must be accepted on first attempt at delivery and is not guaranteed if the carrier delivers to the destination late, or if someone was not available to accept the package when the first delivery was attempted.

 All packages must be picked up within 2 hours of arrival at the packages destination if held at a carrier facility or if Air Cargo was the mode of delivery. Packages picked up after this time are no longer under our Live Arrival Guarantee.

 Please make us aware if you have a situation that requires us to give you more time. 

We are not responsible for fish that are DOA due to carrier related issues. This includes missing fish lost by the carrier, DOA fish that are involved in mishandled or damaged packages and DOA fish that have been lost due to extreme temperatures.

Fish are guaranteed, the cost of the second shipping is not.

Always treat all fish like they may be alive even if floating or on the bottom especially if cold.  “Dead” fish recover all the time, please give them a chance even if you believe them to be DOA.

If you (the buyer) happen to have a DOA (dead fish) when you open your package, please take 2 clear photos of each dead fish in the original double sealed bag.

Please make sure fish are visible in the photograph and that ALL fish you are claiming are represented in one photograph together as well. Send the photos immediately to us within one hour of the actual delivery time. Please wait for our acknowledgement email before proceeding. 

Once we acknowledge the DOA photos, you may take the fish out of the bag and photograph them out of the water, together if there are more than one, but only after you have taken a photo of them in the original double bagging they come with, and after we have acknowledged that the photos in the bag are adequate.

Photos of DOAs must be sent to us within one hour of arrival time. This is the proper time to verify that your fish is DOA and not  in some kind of catatonic state.

ALWAYS KEEP THE FISH as well as the contents of the package until we have had contact with you and clear your DOA fish.

We may request additional photos for insurance purposes.

We may also request that you remove the tail of higher end fish over a $100.oo value, and send us a photo of that as well.

 Please do not do so until we authorize such action. 

Treat all fish as if they are alive and give them a chance to recover even from “death”.
Photos of DOAs must be sent to us within one hour of arrival time.
Please remember guaranteed live arrival means just that, we guarantee the fish are alive when they arrive.
We DO NOT guarantee the fish in your water. Once the bag is opened, we consider that our guarantee is no longer valid and void at the time of opening.

If you have a problem, no matter what it is, please contact us.

Please document everything with clear photos and contact us with your situation even if you do not have a guarantee, and we’ll see if there is anything we can do.

Just remember you must have photographic proof for any claim.

Cash returns for DOAs are never an option, only replacement or credit is given for the DOA fish.

We will send you a replacement fish of equal or better quality as the original fish or credit will be applied to future purchases.

If we are unable to replace the DOA fish at the buyers request, a credit will be issued.
Shipping is NEVER included for any replacement fish orders, and credit is not refunded for shipping.
Buyer is always responsible for 100% of the shipping for any replacement fish.

Please remember we are dealing with living creatures and anything can happen.