Live Arrival Guarantee
Live Arrival Guarantee (DOA Policy)
Our guarantee covers the cost of the fish only; shipping fees are non-refundable.
To qualify for the guarantee, you must follow these instructions:
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If a fish arrives sick or dead, please send an unboxing video or a photo of the unopened bag showing the condition of the fish. This must be done within two hours of delivery.
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Please send photos or videos to virajestic@gmail.com or to one of our contacts listed on the Contact page.
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The guarantee is void if the bag is opened.
If the guarantee is valid, we can offer one of two options:
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Replacement Fish: We will send a replacement fish with the transhipper on the next available shipment. You will be responsible for paying the domestic transhipping cost again. This replacement is a one-time offer per incident. If the replacement fish also arrives dead, it is not covered by the guarantee.
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Refund: We will issue a refund for the cost of the fish.
Please note that once the fish is out of the bag, our guarantee is void. We cannot be held responsible for the fish’s well-being after that point, as its health depends on factors like water conditions, temperature, and proper acclimation to its new environment.