Our policy is the best about!
Dead on arrival
This is very rare but it is one of the main concerns of our customers, and understandably so. If your cichlids do arrive deceased then the first thing you need to remember is do not open the bag. This is because you need to provide photo evidence. you can do this on email or WhatsApp. All of our contact information is available on our google profile or WhatsApp button is below.
Main notes
- If the bag is open on the provided photos you will NOT be eligible for compensation.
- We will always refund our customers or give them vouchers when appropriate.
- Unlike us, most aquatic shops take no responsibility for transported fatalities.
- We have 12 years of experience packing fish and we take our packing very seriously. Each fish has its own bag will plenty of pure oxygen and heat packets.
- If you do not provide a clear photo of the bag and fish we will not issue a refund or voucher.
Arrived and is not doing well
No matter how much experience we have, some fish can be more placid than others and can arrive not 100%. Delivery is very safe and we rarely have cases such as this but don't worry we will take care of you if it does happen! please provide a quick video or photo of the fish in question and we can provide advice, guidance and even compensation if the fish does end up passing.
Main notes
- You MUST provide a photo or video on email or WhatsApp within 20 minuets of receiving your order, (We know VIA tracking number when you received the fish).
- We will give as much advice as possible.
- its best for evidence to be in an unopened bag as your tank paramotors cannot be proven. If most of your fish are struggling in your tank then contact us immediately so we can asses your tank paramotors and help you the best we can.
- please do not order fish without the proper knowledge of tank acclimatisation , you MUST do some research and check your water before ordering.
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