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

Our Guarantee

For the rest of our fish, we fully expect them 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 fish or invertebrate 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 2 hours of 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 you receive a DOA animal, 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. Please send a photo of it in the original unopened bag. Include your name, order number, pictures and a detailed message. 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 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 6 hours of the order’s arrival. 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 contact you to either arrange a refund or replacement fish 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.
  • Water parameters in your aquarium must be within those provided on the species description listed on our site. We reserve the right to require a water sample or photos of water test results as part of our guarantee.