If you do have an unfortunate experience & the livestock arrives sick or dead, follow these steps.
All claims must be submitted on the day of delivery.
Livestock claims are void if the customer misses the first delivery attempt.
Dry Goods - Any no living item has a full guarantee.
Shrimp, Snails or Plants - All shrimp, snails, plants, and crabs are 100% guaranteed healthy and alive regardless of shipping method.
Fish - All fish are 100% guaranteed only when shipped through UPS 1-Day or other 1-Day shipping methods.
Free Items - Any item that is sent for free or as an extra is not covered by our guarantee.
You will need to do these three steps in order to submit your claim.
Email email@example.com with your order number in the title.
Attach to the email a clear picture of the damaged or dead item in the original unopened shipping bag next to your packing slip. Please take a picture of the underside of the bag to show the dead livestock and also include a picture of the livestock outside of the bag in a container with the label on the bag present in the picture. If the item is an animal or plant and is unhealthy, a picture inside the tank is sufficient.
If you are missing an item in your shipment attach a clear picture of the items you received in your box. If the missing item is an animal, attach a clear photo of the animals you did receive in their bags with their labels showing.
Reshipped for free at no additional charge
Replacement items are usually shipped via. UPS Ground
Shrimp, Fish, Snails and Plant
Full refund for the cost of the item through payment method used for the order
Shipping costs are nonrefundable
Reshipment available at the cost to the customer
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.