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| "Arrive Alive Plus 5" Guarantee |
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OceanPets hand-picks every single fish that we ship to you. Because we adhere to the industrys best practices in prepping and packing your livestock, and work with several different importer to select only the best specimens, we can offer the following guarantee on all livestock purchases (excluding those on our restricted species list).
OceanPets.com guarantees that your livestock will arrive alive to your door, and stay alive for five days from the date of delivery. In the event of any loss, we will either refund the full purchase price of any animals lost or replace them. However, please note the following:
- Guarantee does not cover shipping charges.
- Guarantee does not cover species listed in our restricted species list (marked with an R in our catalog).
- If a replacement is preferred over a refund, the customer is responsible for the shipping charge of the replacement animal.
- Unfortunately, we can only replace an animal once. Losses of replacement animals are the responsibility of the customer.
Terms and Conditions:
- Your shipment must be received IMMEDIATELY upon delivery. If you are not present to receive your shipment on the first delivery attempt, this guarantee becomes void. If a delivery is refused for any reason, including not being home to accept delivery, you will be held liable for the full cost of the invoice plus return freight charges. You must accept delivery, even if the package is late. OceanPets.com staff will handle all delay claims directly with the shipping company.
- Any damage to the exterior of a package must be immediately reported to the delivery person at the time the package is accepted. Failure to do so will void this guarantee. OceanPets.com staff will handle all damage claims directly with the shipping company.
- All livestock must be acclimated properly within one hour of delivery according to our Acclimation Procedures.
- The animal must not exhibit any signs of physical trauma, such as torn fins, scratches or other wounds.
- Your water quality must meet the following standards:
Ammonia - 0 ppm
Nitrites - 0 ppm
Nitrates - 0-30 ppm
pH - 8.2 to 8.4
Specific Gravity - 1.021 to 1.025
For all claims regarding our "Arrive Alive Plus 5" guarantee, Oceanpets.com reserves the right to request a sample of your tank water for testing to determine if these standards have been met. In such a case we will inform you via email and send you a container and a stamped, addressed envelope to send us your water sample.
- If you suffer a loss outside of our normal office hours (weekends or holidays) do not worry. Simply make sure that your loss is promptly reported via e-mail. The date appearing on your loss notification e-mail will validate your compliance with our guarantee policy.
To File a Claim
- Immediately place the deceased animal in a Ziploc-type bag with 1 tablespoon of salt and store it in your freezer.
- Notify us immediately by sending an email to sales@oceanpets.com with the subject line: Livestock Claim. The date stamp on the email will enable us to establish a date of loss. A return authorization code will then be issued via email to you.
- Once you have received the authorization code, place the frozen Ziploc bag in another sealed Ziploc bag (in other words, double bag it), seal in a padded envelope and mail to:
Oceanpets.com Returns
Code [fill in your authorization code]
900 W. Duarte Rd.
Arcadia, CA 91007
Returns must be postmarked within 24 hours of issuance of authorization code. Authorization code must be clearly written on the package
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