Arrive Alive Guarantee

Live Arrival Guarantee

We guarantee live arrival on all of our livestock. You must notify us within 6 hours of delivery if you have a claim—failure to do so will void the guarantee. You must be present to accept the package at delivery; if you are not, the guarantee is void. Any shipping-related problems must be reported within 2 hours of arrival.
We go to great lengths to select top-quality specimens and carefully package them so they arrive healthy. In the unlikely event of a shipment or communication failure, please contact us immediately so we can work to resolve the problem.

If your shipment arrives on time but you experience a loss, please email us with a clear photo of the loss before disposing of any livestock. We cannot refund livestock that has disappeared—we will only reimburse the cost of the livestock (not shipping charges), and we will issue a store credit, not a cash refund.

Here are the most common mistakes that will void the guarantee:

  • Not being present when the package arrives and leaving it outside for an extended period exposed to heat or cold.
  • Disposing of the animals before you heard back from us. Some animals may be slow to move or “show signs” after shipping stress (e.g., Ricordeas, flower anemones). We recommend keeping them in a container with aerated saltwater until we respond.
  • Livestock that has disappeared. It is best to quarantine new arrivals in a separate tank to avoid this problem.
  • Denying delivery of the package even though the carrier did not deliver on time or damaged the box or contents.
  • Not sending us a photo or sending a photo from which it’s not clear that the animal has passed.
  • Not monitoring the tracking number and failing to contact us by the carrier’s promised delivery date.

Returns

If the product you receive is not what you ordered, contact us and we’ll work with you to resolve the issue. We cannot accept returns for dead livestock. All live animals returned must be packed the same way you received them (insulated, with oxygen, including a heat or cool pack as appropriate).

We appreciate the trust you place in us by ordering livestock online, and we continually strive to exceed your expectations.