Live Arrival Guarantee



When you order any of our products directly from Coast Gem USA, you are covered by our Live Arrival Guarantee. Every single order from us ships with guaranteed live arrival of your fish.  We want to ensure that our customers receive quality fish

Orders over $200 will need to be shipped overnight in order to receive DOA guarantee.

 Winter/cold weather shipping policy

  1. DOA guarantee will only be given when overnight shipping is purchased.
  2. DOA will receive a credit for the purchase price minus shipping cost.  Refunds will not be available for DOA 
  3. Shipping cost will never be credited or refunded
  4. We will not ship unless its 40 degrees at your location.  If shipping is requested there will be no DOA guarantee. 
  5. f our product is dead upon arrival (DOA), wrong, damaged or missing we will gladly issue you a credit on your purchase. The following terms and conditions apply to our guarantee:

    • Coast Gem USA will issue a credit towards your next purchase for the purchase amount of product that is DOA. This credit is for the product only and does not cover shipping or packaging costs.
    • Losses must be reported to Coast Gem USA within 2 hours of receiving the shipment. To be eligible to receive credit, you must email us at and include a short video or photo of the dead or wrong product in an unopened bag. We will check the timestamp of the tracking number to confirm the time of delivery. No exceptions. 
    • Shipping is non refundable
    • Buyer is responsible for the shipping of any replacement fish.
    • Once fish is added to your aquarium, we are not responsible for sudden deaths or illnesses. We ship healthy fish, once they are in your system, their continued good health is your responsibility.
    • Claims will only be valid if product was purchased directly from Coast Gem USA

    Remember, if you have any questions about these guarantee details, please ask us before ordering

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