We guarantee live arrival for all our fish, invertebrates, plants and reptiles with the exception of those few species with highly specialized needs or those that are extremely sensitive to water conditions. Species with no guarantee are noted in their description

Our Guarantee

We fully expect our fish to acclimate to your aquarium without issue and be healthy and thriving shortly after you receive them. Should you have a fish arrive dead or in rough condition, DO NOT discard the fish. Our guarantee is contingent on being provided clear photo proof of the item IN ITS ORIGINAL, UNOPENED BAG immediately upon arrival.

While we will make every effort to advise you on the compatibility of your new fish and its intended tankmates, our guarantee does not extend to fish that are bullied, harassed, attacked, physically injured, or eaten by other fish.

Failure to pickup an air cargo shipment within a reasonable timeframe after arrival voids any guarantee.

If your order is delayed in transit due to carrier delays or service interruptions, you are still required to receive, sign for, and acclimate the fish to your aquarium when they arrive. We pack all our fish with plenty of water and oxygen in case of delays and in most cases even with significant delays the fish will arrive alive and in good condition. Delayed shipments are still eligible for our live arrival guarantee.

Due to the inherent challenges of shipping live fish, we can not accept any returns or exchanges on ship out orders

In the event that any of your fish arrive dead or in poor condition here’s what to do:

  • Email a picture of the dead fish or invertebrate in the original shipping bag to sales@aqua-imports.com immediately. DOA claims are contingent on a clear photo of fish in their original, unopened bag. No DOA claims will be accepted unless this condition is met. Include your name, order number, and attach clear photos. We may require additional information and photos. If the box appears damaged, wet, or tampered with please include photos of the box as well
  • Please do not call our retail store for livestock losses. All losses must be documented by email with pictures.
  • Our guarantee will be void without a clear photo of the dead item received within 2 hours of the order’s arrival (based on shipment tracking). We reserve the right to require a time stamped photo in order to process a DOA claim.
  • If your claim meets the requirements of the guarantee, we will arrange a store credit at our discretion.
  • Our guarantee is not inclusive of any shipping costs – customers are responsible for the cost of shipping on any replacement orders and no refunds will be processed for shipping-related charges.
  • If your fish arrives and appears dead, sick, or stressed please take a photograph of it in the bag but then continue to acclimate it according to our guidelines. Many fish or invertebrates, especially during cold weather, may move slowly or not at all upon arrival but will recover upon acclimation.
  • Initiating a chargeback or PayPal dispute will void our guarantee and cause any refund or credit to be cancelled. Use of threatening or abusive language towards our customer service staff or other harassment will not be tolerated and will void our guarantee, causing any refund or credit to be cancelled as well.