Live Arrival Guarantee

We stand behind the health of our livestock and want you to buy with confidence. This page explains what the Live Arrival Guarantee covers and how to claim.

Our commitment

Every live item is grown and settled in our local systems before listing, and goes through a health check before it ships.

What's covered

The guarantee covers items that arrive dead, or die from transit stress within 【N】 hours of delivery (DOA). If the claim conditions below are met, we will make it right. This guarantee is an additional service commitment we offer; it does not affect your statutory rights regarding defective goods under the Consumer Protection Act and the Civil Code.

Claim conditions and time limit

• Contact us via LINE or email the day it arrives, within 【N】 hours of delivery
• Provide a photo of the still-sealed shipping bag and an uninterrupted unboxing video or continuous photos
• Please don't add the specimen to your tank yet, and keep it so we can verify

What's not covered

• Death after going into your tank, or after the claim window above
• Losses caused by water quality, temperature, lighting, flow or incompatible tankmates
• Later losses, after the animal arrived alive, caused by not following the acclimation guidance
• No unboxing evidence or insufficient proof
• Claims made after the time limit
• Delays caused by no one being available to receive the delivery

How we make it right

Once a claim is verified, we offer a replacement, store credit, or a partial refund (by mutual agreement, usually excluding shipping). 【State the remedy and proportion you offer.】

Acclimation and care

• Acclimate slowly by drip
• Keep lights off or out of direct strong light at first so it can settle
• Test your main water parameters before adding it
• If unsure, ask us before adding it to your tank

Shipping and receiving

Live deliveries need someone available to receive them; in extreme weather we may delay shipping to keep animals safe. See the Returns & Shipping page for delivery details.

To claim, message us on LINE or email us with your unboxing evidence and we'll help as soon as we can.