At AZGardens.com, we work hard to ensure your live animals arrive healthy and thriving. Unfortunately, shipping perishable livestock always carries some risk. If you experience a loss, please follow the instructions below so we can assist you quickly and fairly.

How to Report a DOA

• Report all losses in writing via email. 
• Email: info@azgardens.com
• Include: a clear photo of the deceased animal(s) in our original shipping bag, along with a brief description (your name + item pictured).
• Timeframe: photos must be emailed within 4 hours of delivery (based on the carrier’s timestamp).

• Expressmail shipments only. Priority Mail shipments do not qualify for any loss claims. 

Photos taken in aquariums, habitats, or sent as videos will not be accepted. Blurry or questionable photos will also be rejected.

Credit Policy

• Qualified losses will receive a one-time in-house credit (not cash refunds or credit card returns).
• Credits are issued within 7 business days and will remain valid for 1 full year from the date issued.
• You’ll receive a coupon code by email with clear redemption instructions.
• Losses on replacement shipments are not credited a second time.

Snails

Our Live Arrival Guarantee applies only if the snail’s shell is empty. Snails often remain inactive for several days after shipping but are usually alive and well. Please do not file a claim unless the snail is confirmed deceased (empty shell).

Preparing for Your Shipment

• You must be home to accept delivery. Missed deliveries or USPS re-attempts void our guarantee.
• Do not order if you are  planning to leave for vacation or will be unavailable.
• Proper acclimation is your responsibility. Keep aquarium lights off for 12–24 hours to reduce stress.
• Losses occurring after animals are placed in your aquarium or pond are not covered.

If an item is listed as “backordered” or missing, check the notes on your packing slip—sometimes items are shipped separately.

What Does Not Qualify as a Claim
• Minor cosmetic damage (e.g., bruised plant leaf, broken plant stems, missing or torn fins). These heal naturally and do not constitute a loss.
• “Not as described” claims or chargebacks due to care issues.
• Customer incompatibility issues with fish or shrimp.

No Returns

We cannot accept returns on any live animal shipments. Refused deliveries are non-refundable, and all associated costs remain the buyer’s responsibility.

Shipping Terms

We are not liable for losses caused by carrier delays, weather, temperature extremes, or other events outside our control (including acts of nature or civil disruptions).
• No carrier provides a live-animal money-back guarantee.
• The only claim you can file yourself directly with usps.gov is for a lost or undelivered package.

Our Promise

We’ve been shipping live fish and aquatics since 1987 and proudly offer one of the most straightforward warranties in the industry. These policies exist to protect both our customers and our family-run business. By placing an order, you acknowledge and accept these terms.

We appreciate your trust and look forward to serving you.

Email for DOA reporting: info@azgardens.com

Thank you for your consideration.