Live Arrival Guarantee

Live Arrival Guarantee:

Benefit from our extensive experience in shipping live fish. In 2021, our records indicated a mere 0.5% dead-on-arrival (DOA) rate for all live fish orders, compared to the industry standard of 1.5%. These numbers translate to only 5 out of 1000 orders experiencing DOA fish.

At Splashy Fish, customer satisfaction is our priority. That's why we provide a 100% Live Arrival Guarantee on all animals shipped via USPS, UPS, or FedEx. Please note - Splashy Fish reserves the right to void Live Arrival Guarantee protection under the following circumstances:

  1. The customer has chosen USPS First Class Mail as a shipping method. 
  2. The shipping address is a PO Box address
  3. The order was refused delivery by the customer.
  4. If the order is returned to the sender for any reason. For instance, an incorrect shipping address, an undeliverable address, etc. 
  5. The order was held for pick up at USPS, UPS, and FedEx offices for longer than 24 hours after the last update on the tracking number. 
  6. The Live Arrival Guarantee claim does not include all the requirements mentioned below
  7. The Live Arrival Guarantee claim is made after the claim period mentioned below. 
  8. The animals are not in their original packaging

Live Arrival Guarantee Claim Period: 

For Live Fish and other invertebrates: one and a half hours (1.5 hours) after the posted delivery time. 

For Snails: 48 hours after the posted delivery time. 

 

Steps to claim Splashy Fish's Live Arrival Guarantee: 

  1. Take a picture of the shipping box and the shipping label. 
  2. For live fish and other invertebrates: Please provide two pictures of each bag (containing the dead fish) upon arrival. Ensure the images display the bag in its original, unopened condition with the original rubber band intact
  3. For Snails: Position the snail in one corner of the tank. If the snail does not move within 48 hours, please take several pictures of the snail's opening
  4. Send an email to DOA@splashyfishstore.com with the subject line: DOA and Your Order Number, or message us on social media.
  5. In the body of the email, include your tracking number.
  6. The claim must be sent within the claim period mentioned above.

After submitting the required information, please allow us 1-3 business days to determine the cause of the issue. If the claim is valid and approved by our team, you will

  • Receive a store credit for future purchases, excluding the shipping cost, of the dead-on-arrival fish 

If the Live Arrival Guarantee claim does not meet all listed requirements, Splashy Fish reserves the right to reject it.