1. You must follow our acclimation instructions.
2. If you had us ship your items to a UPS/Fedex center for pickup, you must pick the package up within 2 hours of the center opening.
3. Don't delay the delivery of the package in anyway.
4. Don't remove the frag from the mount. If it falls off during shipping you must send us pictures of the item, in the sealed bag, within two hours of delivery.
If you have a livestock death please contact us via our contact form, within 14 days of delivery, with clear photos of the item in your tank and on a sheet of paper along with your order number. We will respond within 24 hours, excluding weekends or holidays.
Please don't discard the livestock until we give you the ok as we may require you to send the dead livestock back for store credit.
We use the delivery time and date stated on the tracking information as the delivery time and date.
We will issue you store credit for the dead livestock once it has been properly submitted and approved, we do not issue refunds for livestock under any circumstances. Store credit does not cover shipping fees. Shipping fees are non-refundable.
We must receive pictures of any dead on arrival livestock within 2 hours of delivery.
Rules 1, 2, and 3 from above still apply.