Our Live Arrival Guarantee covers courier-delivered fish, shrimp and axolotls that arrive deceased (DOA).If a covered animal arrives dead, leave it in the sealed transport bag, take a clear photograph of the fish inside the unopened bag, photograph the courier label, and contact us within two hours of delivery. Delivery must have been accepted on the first attempt.The quickest way to contact us with photographs is WhatsApp on 07521 062789.If a valid claim is confirmed, we will normally refund the purchase price of the affected fish. If you prefer, we may be able to offer another fish of similar value where one is available. The original delivery charge is not refunded under our voluntary Live Arrival Guarantee.If your fish arrived alive but something does not seem right afterwards, that is not a DOA claim, but please contact us promptly. We are still very happy to help.Full details are on our Delivery & Live Arrival Guarantee page, and the full guarantee is in our Terms & Conditions.
