Live Arrival Guarantee

When you order any of our products directly from Coast Gem USA, you are covered by our risk-free 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. Please read the policy before making a purchase.

TERMS & CONDITIONS 
If our product is dead upon arrival (DOA), we will gladly issue you a credit on your purchase. SHIPPING IS NON REFUNDABLE, BUYER IS RESPONSIBLE FOR THE SHIPPING OF ANY REPLACEMENT FISH. 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 DOA@coastgemusa.com and include a photo of the dead product in an unopened bag. We will check the timestamp of the tracking number to confirm the time of delivery. No exceptions.
  • 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.
  • 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.