Contact us as soon as possible. IN ORDER FOR US TO HONOR A DOA CLAIM, YOU MUST CONTACT US WITHIN 2 HOURS OF THE PACKAGE BEING DELIVERED (WE WILL USE THE TIME PROVIDED BY THE CARRIER ON THE TRACKING). Please take a picture for us showing the loss in an UNOPENED BAG- it can just be a picture taken with your smart phone. Email us at firstname.lastname@example.org with a brief description of your problem with photographs of Dead Fish attached.
From there, we will either offer to refund the cost of the fish, or issue credit towards a future purchase, SHIPPING IS NON REFUNDABLE. Buyer is responsible for the shipping of any replacement fish. We work very hard to make sure that you receive your fish alive and we want your fish to have a long, happy life in your tank, however it has to make financial sense for us in the end.
We will not assume responsibility for fish killed as a result of the customer not being available to accept the delivery on the first attempt. You should be home to accept your package on arrival.