100% Live Arrival-Guarantee

Livestock Arrive Sick Or Dead?

If you do have an unfortunate experience & the livestock arrives sick or dead, follow these steps.
If any items are missing from your order please also see below for how to let us know!

Do I Qualify For Our Guarantee?

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.

Any extras sent or replacements are not covered by the 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.

Submit Your Claim By Email

You will need to do these steps in order to submit your claim for DOAs or any Missing Items.

1. Email shipping@flipaquatics.com with your order number in the title.

2. 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.

3. 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.

Receive Your Claim

DOA Claims

Shrimp, Fish, Snails, Plants, and Dry Goods

Full refund for the cost of the item through payment method used for the order - this does NOT include any shipping costs.

Shipping is nonrefundable

Alternative option is a gift card that includes some extra towards shipping.

Missing Items

Refund for missing item, or a replacement will be sent.

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.