Live Arrival Guarantee

Live Arrival Guarantee:

We have a lot of experience with shipping live fish orders. In 2021, Our records showed that we only have a 0.5 % Dead on Arrival rate for all live fish orders, compared to the industry standard is at 1.5%. This means that out of 1000 live orders that we shipped to our customer only 5 orders would have fish that arrived dead.

At Splashy Fish, we ensure that our customers are happy and satisfied with their orders. We offer a 100% Live Arrival Guarantee on all of our animals that are shipped to the customer via USPS, UPS, and FedEx.

Splashy Fish has the right to void Live Arrival Guarantee protection if these circumstances include: 

  1. The customer has chosen USPS First Class Mail as a shipped method. 
  2. Shipping address to a PO Box
  3. The order was refused delivery by the customer.
  4. The order was return to sender for any reason such as but not limited to wrong shipping address, the address is undeliverable, etc.
  5. The order was held for pick up at USPS, UPS, FedEx offices no longer than 24 hours after the last update on the tracking number. 
  6. Live Arrival Guarantee claim does not include all the requirements mentioned below
  7. Live Arrival Guarantee claim made after the arrival period is mentioned below. 
  8. The Fish/Animal have to be in original packaging. 

Live Arrival Guarantee Claim Period: 

For Live Fish and other invertebrates: one and a half hours (1.5 hours) of posted delivery time or customer received time. 

For Snails: 48 hours of posted delivery time or customer received time. 

How to claim for Splashy Fish's Live Arrival Guarantee: 

If there is an incident when your fish are delivered "dead on arrival,” 

  1. Take 1 picture of the shipping box and the shipping label. 
  2. For live fish and other invertebrates: Take 2 pictures of each of the fish bags that is dead on arrival (the pictures have to show the bag in its original condition, unopened with the original rubber band)
For Snail: Snail generally take longer to acclimate, our customer will have 48 hours of posted delivery time to claim for Live Arrival Guarantee. Please place the snail at the one corner of the tank and within 48 hours and any snail didn't move. Please take pictures of the snail where the opening. 
  1. Send us an email to DOA@splashyfishstore.com with the subject line: DOA and Your Order Number OR messaged us on our social media
  2. Body of the text: Your tracking number
  3. The claim must be sent within the claim period mentioned above. 

After submitting all the information required above it will take us 1 to 3 business days to determine the cause of dead on arrival. If the claim was valid and approved by our team, Once We approved your claim, You will 

  1. Received the store credit for future purchase of the dead on arrival fish excluding the shipping cost. 

If the Live Arrival Guarantee claim doesn't include all the requirements listed above, Splashy Fish has all the rights to reject your claim.