TRANSPORT SAFETY AND DEAD ON ARRIVAL POLICY
We take every possible measure to ensure the safety of aquatic animals and plants during transport. While we do not anticipate any animals or plants arriving dead, rare issues during transport may occur. This policy outlines your rights in such cases.
ANIMALS
- If an animal arrives dead, you are required to send us photo or video documentation of the animal in its unopened, originally sealed bag placed on a white background.
- This documentation must be sent to us via email or WhatsApp within ONE hour of the delivery time recorded in the tracking information.
PLANTS
- If a plant arrives dead or in poor condition, you are required to send us photo or video documentation of the plant placed on a white background.
- This documentation must be sent to us via email or WhatsApp within ONE hour of the delivery time recorded in the tracking information.
IMPORTANT NOTES
Refunds are not offered under this policy.
Incorrect documentation or documentation provided after the required time frame will result in your claim being declined.
If all documentation is submitted correctly and within the required time frame, we will replace the animal or plant. The buyer is responsible for covering packing and postage costs.