It guarantees that your fish will be delivered alive and healthy. In the unlikely event that you receive a perished fish, do not worry. You can choose to receive a credit on a future order or a refund.

In order to receive the credit or refund, we require a clear picture within two hours of the first delivery attempt. We will return the price fish only and no shipping return. Please remove the perished fish from the shipping bag and place it on a white background.

Please Note: The 2-hour window means you must send the information within two hours of receiving your fish. We will get back to you as soon as possible but it may not be within that 2-hour window. Nevertheless, we will honor our Live Arrival Guarantee.

Additionally, in order to receive the Live Arrival Guarantee, you must be home to receive your fish on the first delivery attempt.

Acclimation Process:
To acclimate your new fish, start by floating the unopened bag inside of their new tank for 30 minutes. Next, open the bag and pour the water and fish into a net over a bucket, then add the fish to their new aquarium. Do not add the water from the bag into the new tank.