Live Arrival GuaranteeUpdated 2 hours ago
Our Live Arrival Guarantee
Every fish we send is guaranteed to arrive alive and is covered for seven days after delivery.
Live fish are carefully packed by aquatic specialists and travel overnight with a licensed live-animal courier. Losses are rare, but when they happen, we make it right quickly, with a refund, not a quibble.
If a fish arrives deceased (DOA)
- Within 4 hours of delivery, photograph the deceased fish clearly, in good light, in the unopened bag where possible.
- Email the photos to [support email] with your order number.
- That is all. Once verified, your refund for the affected fish is processed automatically to your original payment method. There is nothing to return and no forms to fill in.
Cover for the first seven days
If a fish is lost within seven days of arrival, email photographs and your order number to [support email] within the seven-day period and we will refund the affected fish once verified. This cover assumes the fish has been introduced to a suitable, established aquarium. When Your Fish Arrive guide shows these simple acclimatisation steps.
- Claims need clear photographs sent within the timescales above; without them we cannot verify a loss.
- The guarantee covers the livestock itself. Delivery charges are refunded only if the whole order is lost.
- If the courier fails to deliver on the selected day and livestock is lost as a result, you are covered; report it the same way.
- UK mainland only.