14-Day Stay-Alive Guarantee Policy (Fish Only)

The following outlines the policy to qualify for “Live Arrival Guarantee”. We guarantee live arrival on all livestock, as long as your package is signed and accepted in a timely manner.

In the unlikely event of a Dead on Arrival (DOA) shipment, please send 2 to 3 clear digital photos within 2 hours of delivery. Timestamp used will be that of the carrier’s delivery signature. Send images to CustomerCare@CulturedAquaticLife.com

Do not dispose of the livestock without our approval. Once we receive the digital photos, we will issue you a credit toward your next purchase after reviewing the claim. Each claim is reviewed on a case-by-case basis. We may ask for further proof.

If a claim is approved, we will issue you a credit toward your next purchase. Check your account on credit status. We do not issue refunds. Please allow 48 hours to clear.

DOA claims due to the following are not covered: missing body, environmental / lack of habitat conditions, bullying, fighting or aggression and/or torn bodies. Fish which have jumped are also not covered under this guarantee policy.
There is no replace guarantee on purchases made with a DOA credit.
We do not guarantee losses which occur due to act of God, delays by airline or the delays by the carrier.

Customer is responsible for shipping fees for replacement of livestock.
DOA credit cannot be used towards shipping expenses.
We cannot take any livestock back.
All fish are guaranteed for 14 days.

For Local Pick-Ups / Local Drop Offs (only) – All livestock purchases are final and have no guarantee after customer takes possession of livestock.