We offer Alive Arrival guarantee (24h).
Alive Arrival guarantee applies to QT and Conditioned livestock.
In case of DOA: (Shipping fee is not refundable)
The refund will be in store credit only.
Proof with picture is obligation and Sample of Water for testing.
Premium warranty (in Option 200aed):
No stress your fish or corals will be 100% guaranteed for 3 weeks with the possibility of credit store.
Condition:
Send a picture of the dead fish or coral
Send us to the shop a sample of your water within 24-48 hours
Toxic water or incorrect parameters will void all the warranty.
It is possible that once ordered your order will have to be replaced due to the death of a fish or coral. Refunds will not be accepted, only an exchange for an equivalent priced product will be possible.
We want to bring your attention to an essential aspect of our online order policies, specifically concerning live stock items.
Per our online rules and policies, once a live stock item is found to be missing from order, we want to clarify that the only recourse available is an exchange. Under no circumstances can we cancel an order once it has been shipped, especially in the case of a live stock item being missing from that order.
We understand the importance of timely and efficient customer service, and we are committed to addressing any issues or concerns you may have. If you discover that a live stock item is missing from your order, please follow these steps:
Contact our customer support team immediately: You can reach our dedicated customer support team through 04 529 8403, providing them with the necessary details of your order and the missing live stock item.
Exchange Process: Our team will guide you through the exchange process. We will ensure that you receive the missing live stock item promptly, and we will work diligently to make this process as convenient as possible for you.
It's important to reiterate that we are unable to cancel the order once it has been shipped. This is because live stock items often require specialized handling and care during transit, and canceling an order at that stage can lead to undesirable consequences for the live stock item itself.
We apologize for any inconvenience this may cause but believe that this policy ensures the safety and welfare of the live stock items we provide.
We appreciate your understanding and cooperation in adhering to these policies, as they are designed to maintain the quality and integrity of our services. If you have any questions or concerns regarding this policy or need assistance with a missing live stock item, please do not hesitate to contact our customer support team.
Thank you for choosing us for your live stock needs.