Losing fish or any living organism is never good, however, it is a part of the risk involved when shipping anything perishable or livestock from anyone. In the unfortunate event you have a loss of our live goods, please use the form below to file your loss.
DOAS REPORTING TERMS
PLEASE DO NOT CALL OR TEXT TO REPORT A LOSS. We require a picture because we cannot go by verbal hearsay reports. Picture of deceased item(s) must be sent within 4 hours of delivery time. DOA items MUST be in our bag, or laying on top of our shipping bag. Please report your deceased items immediately upon arrival. Pictures sent after our requirement will be disqualified and not be accepted or credited. DOA livestock must be clearly DOA. Pictures of DOA products in a customer’s aquarium or habitat will not be accepted. Once we determined you have a qualifying credit, we will provide a 1-time courtesy in-house only credit for your qualified loss that can be used toward a future purchase with our farm. Losses on secondary replacement shipments will not be credited twice. NO cash refunds on losses or credits to cards will be given on live good losses. Animal loss pictures MUST be CLEAR, not blurry or questionable. Fuzzy or blurred pictured will not be accepted. DO NOT delay your pics because you think we are closed. Your submission of our Loss Form is date/time stamped when you send it to us. AGAIN, YOU WILL NOT GET CASH BACK OR CREDIT TO YOUR CREDIT CARD FOR LOSSES OF PERISHABLE ITEMS. We will put a credit on your in-house account for all qualifying credits within 7 days of reporting. Redemption coupon code for your loss will be emailed to you with clear instructions and coupon code. You can use your coupon on your next order with our farm, and there’s no expiration date!
SNAILS: We offer our “live arrival guarantee” for live animals only. DO NOT submit a claim for a snail unless the slug is missing from the shell or the shell is empty. Some customers assume a snail might be dead, but snails can take days to get moving in your habitat. Your snail is likely and probably very much alive! An empty shell means they perished indeed. In our over 3 decades of shipping, snails do not usually die in transit, almost never.
PREPARING FOR YOUR SHIPMENT
We are not responsible for losses resulting in the customer not being home to accept their delivery. If you are ordering goods from our company, you must be on alert that something is coming. Please do not order from us and then go on vacation. It is also YOUR responsibility to properly acclimate your new aquatic life, and make sure your tank has all of the appropriate water parameters and environmental requirements the particular species needs to thrive. We suggest acclimating your new arrivals with the lights off your aquarium for at least 12 to 24 hours. It will help reduce stress. DOA’s that occur after your animals are installed in your water are not covered under our warranty as it is your responsibility to keep your items alive. We ship live, healthy, viable products from our organic farm and there is always the potential risk of loss. Once you get a delivery you must keep your items alive. If you are “missing” something in a bag, please read the bottom of your packing slip as there may be a mention of items coming the following week…
SOME THINGS TO NOT WORRY ABOUT
We accept no claims for “not as described” or “plant died” chargebacks because customer is unable to care for them properly. Perhaps a leaf is bruised on a plant in shipping, or a fin is damaged on a fish, even a claw missing from a lobster? This does not constitute a loss, claim or credit. Claws, fins, and leaves are no more life threatening than you losing a fingernail. They grow back! These terms are outlined here and again at checkout so there is NO question on this process and protocol for reporting losses.
We do not and cannot accept returns on any live animal orders once they leave our farm. Refused orders will not be accepted back and you will still be liable for all costs. We are not responsible for losses that occur due to incompatibility of your fish or shrimp. Our limits of liability are for the value of the item shipped and nothing more.
We are not responsible for losses due to delays by the carrier such as damage from heat, cold, breakage, weather, riots, war. These losses are the sole responsibility of the carrier only. Most claims that are weather related are considered an “Act of God” and will typically be denied by most any carrier. Please understand that NO carrier offers a money-back guarantee for service failures or delays if your package has live animals or perishable products included in the package, so please do not request your money back if your package is delivered late. The only claim we can file is if your box is not delivered or lost. Once a shipment leaves our farm, we all must just wait until it is delivered. We cannot control it’s handling enroute once it is in transit, no one at the USPS can intercept packages either.
WE WANT TO MAKE YOU HAPPY!
We offer one of the easiest and best live good warranties in the industry. Please understand these terms before you order as by placing any order with our company you are hereby agreeing and understanding these terms completely. We are a decent, small, family-owned transparent company and have put these guidelines in place because we have heard just about every story imaginable from some people out to defraud us. We had to make strict guidelines for our customers to follow, so that we could operate our business efficiently and this keeps everyone honest. Customers cannot finalize an order without accepting our terms at checkout. Agreeing to these terms voids your right to any chargeback or dispute.
HOW TO REDEEM AN IN-HOUSE CREDITIf you ever have a credit due for a loss(es) reported on a previous order, your coupon code will be emailed to you with clear instructions.
DOA LOSS FORM
This is the correct way you should report a loss to our farm. Use this form below to report losses of qualified items. Pictures must be sent within 4 hours of your delivery, no exceptions. Photo pics are necessary to qualify for credit. We do not accept PHONE CALLS for losses as we cannot just accept hearsay. Please only 1 pic per loss. No opinions. Pic must be clear. Blurry or questionable photos will not be accepted. Best picture method is to leave deceased item IN or place item ON our bag your item came in, including the item’s tag # to capture photo. Qualified credits will be posted to your in-house account as soon as we can. usually within 1 week. This credit is in-house only! You can use your credit on your next purchase.
If you cannot get your pics to upload on the Loss Reporting Form due to size, you can manually send them to email@example.com. Keep emails short and factual, name and whats in the pic. No opinions please or your email will be deleted by our spam filter. In the event your credit does not seem to be coming off your new order, please make a comment about it at checkout, and we will investigate/ correct any credits that may be due. We are here to help and serve our loyal customers. Thank you for your consideration.