OASE BIORB ROCK VALLEY DÉCOR SET

This is only apply to live fish order.

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. 

Shipping live animals and plants is a complex process, and temperature plays a crucial role in ensuring the safe and secure delivery of your order.

If the highest daytime temperature in your location and the lowest nighttime temperature here in Springfield, Virginia—where our facility is situated—fall below 40°F or exceed 90°F, we will proactively delay your order. This measure is taken to prioritize the well-being of the animals and plants.

For the safety of our living cargo and to protect your investment, we retain the right to suspend shipping as necessary due to extreme weather conditions. Our Splashy Fish team will assess the situation and determine if it is unsuitable to ship, considering the safety of the animals.

To stay informed or address any questions or concerns, feel free to reach out to our dedicated Splashy Fish Support team via email at support@splashyfishstore.com.

Once our team prints and packs your order, we'll notify you via email. This notification will include your tracking number and the expected arrival day. If you opt for UPS 2 Day shipping, your package should arrive within 2 days after shipment. Similarly, if you choose UPS 1 Day, your order will reach you the day after it is shipped. In the case of orders containing only plants or dry goods, they may be shipped via USPS, provided that this is the selected shipping option during checkout.

We ship all of the customer orders from our warehouse located in Springfield, VA. We pack and ship our orders depending on the orders with the exception of someday we cannot ship out live fish.

All Orders: will be shipped out from Monday to Thursday each week for overnight shipping by UPS.

Sunday: (Splashy Day) Today is the day we let our hard-working team members and our fish to destress and ready for the following week's shipment.

For more information regarding about shipping please visit us our Shipping Policy and Schedule