Live Arrival Guarantee - US
Our livestock is guaranteed to arrive alive. If not, a full refund or store credit will be issued. We also extend the live guarantee for 14 days to all our fish.
We require you within one hour of delivery by email to let us know you have a fatality or to discuss concerns about the health of the livestock. Please include in the email a clear digital photo of the livestock on a white background, under adequate lighting and outside of the aquarium or shipping container/bag. It may be necessary to move away from your aquarium if your camera is picking up the blue lighting. Berghia Nudibranch do not need to be removed from the shipping container/bag. For Berghia Nudibranch concerns, please take the photo from the top down, looking into the container, on a white background with adequate lighting. We are liberal with the guarantee and can extend it beyond the day of arrival when you let us know about the possible issue within an hour of delivery. Your email must include clear and properly lit photos of the item of concern. Some digitata and montipora corals are fragile and may experience breakage during shipping. In this case please send photos, and we will either guide you on how to repair the coral or provide a credit where repair is not possible.
A refund or a credit coupon will be issued on the value of the dead livestock. Refunds and credits are for the value of the item only and do not include the cost of shipping. Credits are for use on future livestock purchases and cannot be applied to the cost of shipping.
We do not guarantee deliveries which are left outside on a doorstep for more than 30 minutes or business deliveries where the first delivery attempt is missed because the business is closed.
If you find that items in your order are missing, and would like a replacement, you will have to pay the shipping fee for your desired day.
Shipments sent to UPS locations, which are held for pick up, are guaranteed if they are picked up the day they arrive.
We will do everything we can to alert you to possible weather issues in advance when they are foreseeable. In some cases, due to bad weather we may hold a shipment for the following day.
Saturday delivery and Saturday access point pick up are at your own risk if delayed beyond Saturday for any reason. No shipping on Saturday, Sunday, Federal holidays and the day before the Federal holiday.
A note about shipping in very cold or very hot temperatures.
We have learned over the course of many years that shipping when the temperature is extreme can cause problems with on time delivery and challenges controlling internal shipping box temperatures. The safest way to ship live animals during periods of extreme cold or heat is to pick up at your local UPS.