We proudly offer a 100% Live Arrival Guarantee on all livestock shipped.
Policy Overview:
If any livestock arrives dead due to an error on our part, we will offer either a replacement or store credit, up to the value of the affected items. In such cases, the buyer is responsible for covering the cost of replacement shipping.
Conditions for Guarantee Eligibility:
First Delivery Attempt: The package must be received on the first delivery attempt. We are not liable for any issues resulting from missed deliveries.
Package Handling: Packages must not be left outdoors. If you are unable to be home for delivery, please schedule a hold for pickup or contact us in advance to arrange an alternative delivery plan.
Timely Notification: The buyer must contact us within one hour of the delivery time with:
Two clear photos and
One clear video of the deceased fish or shrimp in the unopened bag.
Acclimation Disclaimer: This guarantee covers arrival only and does not extend to deaths occurring after acclimation.
Weather and Shipping Method: If overnight shipping is not selected during extreme temperatures (above 80°F or below 60°F), the Live Arrival Guarantee is void. Shipping delays or losses due to the selection of slower methods under these conditions are assumed at the buyer’s risk.
Carrier Delays:
Please note that Refined Aquaria is not liable for delays caused by the shipping carrier (e.g., FedEx, UPS, USPS). However, we will gladly assist in filing claims with the carrier to help recover losses whenever possible.