100% Guarantee on all Livestock and Dry Goods

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.

For Approved DOA Claims: 
- Flip Aquatics Store Credit 

- In the rare case of a complete loss of a larger livestock order, Flip Aquatics may choose to offer a reshipment instead of store credit. Reshipments are not standard for partial losses and are reviewed case by case based on order size, livestock availability, shipping conditions, and the details of the claim.

Whether a reshipment is offered is determined solely by Flip Aquatics and is not selected by the customer.

For Approved Missing Items Claims:
 - Flip Aquatics Store Credit

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.