🚚 Flat-Rate FedEx Priority Overnight — Just $34.99 | FREE over $200

Menu
0

🚚 Flat-Rate FedEx Priority Overnight — Just $34.99 | FREE over $200

0

Your Cart is Empty

Our Story

FAQ

Flip Aquatics Youtube

30 Day Quarantine - Health Guaranteed

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 ❌ ❌ ❌

What Voids Our Guarantee

Your Live Arrival Guarantee is void if

  • You miss the first delivery attempt. Someone must be available to receive the package when the carrier first attempts delivery. Delays caused by a missed delivery attempt are not covered.
  • Your claim is not submitted on the day your package is delivered. DOA claims must be submitted the same calendar day the carrier marks the package as delivered.
  • Transit time exceeds our coverage period. Fish are covered for packages delivered within 2 days of shipment, and other livestock is covered for packages delivered within 7 days of shipment. Packages delivered outside these timeframes are not covered.
  • All required photos are not provided. Photos must follow the guidelines outlined in the claim steps below. Missing, unclear, or incomplete required photos may void the guarantee.
  • The item was provided for free. Free livestock, extra livestock included with your order, complimentary items, and replacement livestock are not eligible for additional credit or replacement under the Live Arrival Guarantee.
  • Any part of the shipping address entered at checkout is incorrect or incomplete. This includes the street name, house/building number, apartment or unit number, city, state, ZIP code, or any other information needed for successful delivery.
  • A PO Box is entered as the shipping address for a live animal order. Live animal orders must be shipped to a valid physical address.

How to Submit a Claim

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

Online Submission: Submit a Claim Here
Email Submission: shipping@flipaquatics.com
Email Subject Line: Order #XXXXX – DOA Claim

Please include all required photos when submitting your claim. Missing, unclear, or incomplete photos may prevent your claim from being approved.

Dead Livestock

Please provide:

  1. A clear photo of the livestock inside the unopened bag with the death(s) visible. Please photograph the underside of the bag when necessary so the livestock can be clearly seen.
  2. A clear photo of the deceased livestock outside of the bag showing the total quantity being claimed.
  3. The original bag label must be visible in the photo with the deceased livestock so we can identify the livestock and its source.

Sick or Unhealthy Livestock

If the livestock arrived alive but appears sick, injured, or otherwise unhealthy, please provide:

  1. A clear photo of the livestock showing the issue.
  2. The livestock may be photographed inside the shipping bag or, if it has already been acclimated, inside your aquarium.
  3. Include the original bag label whenever possible so we can identify the livestock and its source.

Missing Items

Please provide:

  1. A clear photo of everything received in the shipment laid out together with the packing slip visible.
  2. For missing livestock claims, include clear photos of all livestock bags received with their labels visible.

Damaged Items

Please provide

  1. A clear photo of the original shipping box and packaging, including any visible exterior damage.
  2. A clear photo of the damaged item(s) showing the damage being claimed.

Please do not discard livestock, bags, labels, packaging, or damaged items until your claim has been reviewed, as additional photos or information may be requested.

What You’ll Receive

For Approved DOA Claims:
- Flip Aquatics Store Credit
- In the rare case of complete losses, we may offer reshipment depending on the order size and product availability

For Approved Missing Items Claims:
- Flip Aquatics Store Credit

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.