100% Live Arrival Guarantee

100% Live Arrival Guarantee Policy

At Flip Aquatics, we take pride in shipping healthy, high-quality aquatic life. We guarantee your livestock will arrive alive and in good condition—if the package is delivered within the timeframes outlined below and the conditions of this policy are met.

Live Animals and Plants Coverage

🕒 Transit time is calculated from the date your order ships to the date it is delivered.

Item Type	In Transit ≤ 2 Days	In Transit ≤ 7 Days	In Transit ≥ 8 Days
🐠 Fish	✅	❌	❌
🦐 Shrimp	✅	✅	❌
🌿 Plants	✅	✅	❌
🐌 Snails	✅	✅	❌
🦀 Crayfish / Crabs	✅	✅	❌
🎁 Free Livestock / Replacements	❌	❌	❌
💵 Shipping Costs	❌	❌	❌

Non-Live Product Coverage

Item Type	In Transit ≤ 2 Days	In Transit ≤ 7 Days	In Transit ≥ 8 Days
📦 Dry Goods	✅	✅	✅
🎁 Free Non-Live Items / Replacements	❌	❌	❌
💵 Shipping Costs	❌	❌	❌

Carrier Delay Coverage

If your package is delayed in transit due to carrier related issues but arrives within the allowed timeframe—2 days for fish or 7 days for other livestock—we will honor our guarantee as usual.

If the package arrives outside those timeframes, we will:
- File a claim with the shipping carrier on your behalf
- If the carrier approves the claim, we will cover the loss up to the amount the carrier approves
- If the claim is denied, we are unable to provide a refund or replacement but will do our best to find a solution

What Voids Our Guarantee

Your Live Arrival Guarantee is void if:

You miss the first delivery attempt
Your claim is not submitted on the day of delivery
The package is delivered after 2 days for fish or after 7 days for other livestock
Requested pictures are not provided according to pre-determined guidelines (see claim steps below)
The item is free (ex. extra livestock or replacements)

How to Submit a Claim

All claims must be submitted by email or through our online form on the same day your order is delivered.

Online Submission: https://form.jotform.com/250505657199162

Email Submission: shipping@flipaquatics.com

Subject Line: "Order #XXXXX – DOA Claim"

For Dead or Sick Livestock:
1. Photo of the unopened bag with the death(s) clearly visible (show the underside of the bag).
2. Photo of the livestock outside the bag clearly showing the quantity deceased, with the label from the bag in view (this is used to identify the source of the livestock).
3. If the livestock is alive but unhealthy, a clear photo showing the issues inside your aquarium is acceptable.

For Missing Items:
1. Photo showing all items you received in the box along with the packing slip.
2. For live items, include clear photos of all bagged animals with labels visible.

For Damaged Items:
1. Photo showing original packaging with any exterior damage.
2. Photo showing the damaged item(s).

What You’ll Receive

For Approved DOA Claims:
- Flip Aquatics Store Credit with bonus amount to help cover a portion of future shipping costs
- Full refund for the item(s) via your original payment method (shipping excluded)
- In the rare case of complete losses, we may offer reshipment depending on the order size and product availability

For Missing Items:
- Choice of replacement shipment or refund for the missing item.

Final Notes

We review all claims as soon as possible. This is typically within 2 business days.
Repeated or suspicious claims may be denied or lead to account restrictions.
We’re committed to your satisfaction and the well-being of our animals—thank you for your honesty and understanding.

Still Have Questions?

We are hobbyist and we want to see the hobby we love grow. If you have questions or need advice, we are here for you.

100% Guarantee on all Livestock and Dry Goods