Live Arrival Guarantee

Detailed Policy Information

1. Coverage & Eligibility

Our Live Arrival Guarantee covers the cost of any livestock that perishes during transit. The guarantee applies to all aquatic animals (shrimp, fish, snails) shipped via our approved express courier partners. To be eligible for a claim, you must:

• Receive the package on the first delivery attempt.
• Not request the courier to hold the package at a facility or change the delivery address mid-transit.
• Provide clear, unedited photographic or video evidence of the deceased animal(s) inside the original, unopened shipping bag.
• Submit your claim within 2 hours of the carrier's timestamped delivery time.

2. How to File a Claim

If you experience a loss, do not open the bag containing the deceased animal. Take a clear, well-lit photo showing the animal clearly dead inside the sealed bag. Send this photo immediately via WhatsApp to our support number, along with your Order ID. Once we verify the claim, we will process your resolution within 24 hours.

3. Resolution Options

If a DOA claim is validated, we offer two resolution paths:

• Store Credit / Refund: We will issue a refund or store credit for the exact purchase value of the lost animal(s). Note that shipping costs are non-refundable.
• Replacement: We will add replacement animals to your next order free of charge. We do not ship replacements on their own unless the customer pays the shipping fee.

4. Exclusions (What is Not Covered)

Our guarantee is voided under the following circumstances:

• The claim is submitted more than 2 hours after delivery.
• The bag was opened before photos were taken (once opened, water parameters shift, and liability transfers to the customer).
• The package was left outdoors in extreme heat or cold for extended periods after delivery.
• Death occurs after introduction to your aquarium (due to acclimation shock, incompatible water parameters, or aggression from tank mates).

5. Shipping & Packaging Standards

We dispatch live orders only on Mondays and Tuesdays to prevent packages from being delayed in courier warehouses over the weekend. All animals are fasted for 24 hours prior to shipping to reduce ammonia buildup in the transit bags. We use heavy-duty breather bags (for shrimp and snails) or double-lined polyethylene bags with pure oxygen (for fish), insulated styrofoam boxes, and phase-change materials (ice packs or heat packs) depending on regional weather forecasts.