As you are aware we strive to supply the highest quality of livestock possible so we give you an arrive alive guarantee.
For any livestock that has died due to health or heat pack malfunction by the time it arrives to you then simply take photographs and or video footage of the deceased fish still in the bag unopened and contact us.
Courier damages as you understand courier damages do happen from time to time, as all boxes leave us in A1 condition any damage and loss caused by the courier service must be taken up with the service.
If you miss your delivery and cannot ensure you have the parcel redelivered the same day or can collect your parcel from the HUB then you're DOA agreement with ourselves becomes invalid our sole responsibility is to ensure we do our utmost to have your order delivered to you in good alive order this doesn't account for you as the customer missing your delivery slot.
Once a live stock parcel is booked out that shipping payment is then consumed so in the case of a DOA and you wish to refund over replace your shipping fee is none refundable.
Once your fish arrive we recommend that you firstly open and check your new arrivals immediately as once we receive your delivery notice from the Currier we expect you to inspect the goods shortly after once your delivery is safe and well we strongly suggest your quarantine your new arrivals just in case any health issues should develop, the quarantine of new stock should be done to ensure the health and safety of all stock new and old.
The only time that this is not necessary is when starting a new tank specifically for your order.