Live Arrival Guarantee

Live Stock - 100% Live arrival guarantee!

We guarantee that your live stock/plants will arrive healthy and in the best possible condition!

If you receive anything but a healthy animal/plant, take 2 or 3 clear pictures in its unopened sealed bag and get in contact with us within 4 hours of the package arrival. We will get back to you after we have reviewed all of the pictures. If the plants/animals were indeed melted/dead, we will gladly send you a refund or replacement.

  • Shrimp: We send extra shrimp in every single order to cover for any potential losses. If you do receive dead shrimp in your order and you lose more than you ordered, we will gladly refund the number of shrimp you are missing.

  • Snails: Upon receiving your snails, you may notice that they aren't moving. This is normal! When snails are shipped they become very stressed and their method of defense is to retrieve their bodies into the shell. After taking the necessary pictures, put them in your aquarium and wait a couple of hours. They should adjust and start working right away. (If a snail dies during shipping, it's body will hang out of the shell)

  • Plants: It is extremely rare to receive dead/melted plants, but if there is a big delay by the carrier on the package there is a possibility that it can happen. Some plants will even go a week in the box with very little humidity and no light, and be just fine.

If there are issues with an order due to carrier delays (rare, but can happen), know that we will always have your back and will provide a replacement.

SUBMIT A CLAIM

  • Guarantee gets voided if the address you provide is incorrect. Please confirm your address before placing an order! It is the customer's responsability to ensure the live stock is being sent to the correct address.

  • Guarantee gets voided if delivery is not made on the first attempt. Please be home to receive your live animals.

  • CLAIMS FOR LIVE ANIMALS HAVE TO BE SUBMITTED WITH 4 HOURS OF THE ARRIVAL OF YOUR PACKAGE. Guarantee will be voided if you do not submit y our claim within this given time!

We will not refund or replace any damaged item claims if the proper pictures are not shown as stated above.