The health of our live animals is our number one priority. In the unlikely event of a loss during transit, we offer a Dead on Arrival guarantee.  This policy is for customers who purchase our live animals. Any live animal that arrives DOA, will be credited or refunded provided the following conditions.

Please provide a short video of the fish still in the unopened bag within 2 hours of their arrival. Fish must be recorded in water. DOA claims will not be processed in the absence of a clear video. Once fish enter your aquarium, we can no longer be held accountable for any deaths. Please provide clear short videos of any DOA creepy crawlies within 2 hours of their arrival. DOA claims will not be processed in the absence of a clear video.

In the event that your live purchase were left outside due to no-one receiving the order or if the order is left overnight at the postal office/courier warehouse a refund will NOT be provided.

Please ensure the correct address is provided upon checking out. Longer delivery times due to incorrect address will void the DOA policy.

Once they are in your care, they are under your responsibility. Deaths and disease after arrival are not covered by this policy.

Please remember shipping is stressful  and aftercare is required once they arrive. i.e acclimation procedures. Shipping price is non refundable.