Live Arrival Guarantee:
If there is an incident when your fish are delivered "dead on arrival,” please send us an email with two (2) clear pictures of the original (unopened) bag to DOA@splashyfishstore.com or messaged us on Facebook Page or messenger. The pictures must be sent within 1.5 hours of posted delivery time, on first attempt, according to USPS time stamp from the tracking number. In your email, please include the following information to be eligible for refund:
- Subject line: DOA + Your Order Number
- Attach 2 pictures of each of the fish bag that is DOA (the pictures have to show the bag in its original condition, unopened with the original rubber band)
- Attach 1 picture of the shipping box
- Body of the text: Your tracking number
If DOA occurs, Splashy Fish will refund the full amount of the dead on arrival fish excluded the shipping cost, or our customer can pay for another shipping cost and we will be happy to send you a replacement for free of charge. If DOA claim doesn't include all the requirements listed above, Splashy Fish has all the rights to reject your claim.
Please allow 24 hours to 48 hours for us to review the case and reply back to your claim.