AquaScapeOnline Live Arrival Guarantee

AquaScapeOnline ships only the finest aquatic livestock available, guaranteed. We import our animals from the finest collectors around the world, hold them in our state-of-the-art facility, and hand-pick each and every specimen for quality. We ship our livestock using the most advanced methods available to ensure your fish will arrive healthy and in the best quality possible. For these reasons, we are confident in offering our customers the following live arrival guarantee on all livestock purchases.

Our Live Arrival Guarantee

AquaScapeOnline guarantees your livestock purchase will arrive alive and healthy to your door. In the event of any loss, AquaScapeOnline will replace the fish or issue a store credit for the purchase amount of the fish, excluding shipping costs. No refunds; store credit only.

Important: The guarantee is voided if you do not report the loss of your fish within 4 hours of receiving them. The guarantee does not cover any shipping or handling charges.

Terms and Conditions

• Your shipment must be received immediately upon delivery by our courier. If you are not home to receive your shipment on its first delivery attempt, this guarantee is voided.
• You must accept all shipments sent to you under any and all circumstances. Refused shipments will disqualify you from future livestock purchases from AquaScapeOnline. Additionally, you will be held responsible for the cost of the refused shipment.
• Any damage to the exterior of a delivered package must be immediately reported to the delivery person at the time of acceptance. Failure to report damage at the time of delivery will void our conditional guarantee.
• AquaScapeOnline will handle all delay or damage claims directly with the courier.
• Only next-day-delivery shipments are guaranteed.

Acclimation Requirements

All animals received must be acclimated properly according to AquaScapeOnline's Acclimation Procedures. Even if you believe an animal is deceased, you must attempt to acclimate it.

We tranquilize our fish, and they may appear lifeless or sedated upon arrival. Stress from shipping can cause animals to appear lifeless in their bags when they can often be revived through proper acclimation techniques.

Water Quality Standards

Your tank must meet the following standards:

Claim Process

In the event of a loss, AquaScapeOnline reserves the right to request a water sample from your tank for testing to ensure these standards are met. Notify AquaScapeOnline immediately after a loss via email or phone:

• Email: support@AquaScapeOnline.com
• Phone: 908-634-0820

Note: Do not discard any deceased animals without proper authorization. Place the animal in a plastic bag and freeze it until further notice. AquaScapeOnline may request the specimen to be returned by mail or a digital photo to be sent to support@AquaScapeOnline.com.

Suggestions

If you suffer a loss outside normal office hours (weekends or holidays), report it promptly via email. The timestamp on your email will validate compliance with our guarantee policy.

Please do not return deceased specimens without authorization from AquaScapeOnline.