Live Arrival Guarantee
We guarantee the health of all livestock that we ship. If your package incurs any loss of livestock, please contact us immediately. Once we can determine that there has been loss of livestock, we will credit the value of the lost items to your next purchase with us, or in some cases offer a refund. Please do not discard any dead livestock as we might request photo verification. If you are not able to be home to accept a package, please email us to request that your order be shipped to your work address so it can remain in a temperature controlled environment until you can get it home and begin acclimation.
Voiding our Live Arrival Guarantee
  • Leaving a package outside after it has been delivered voids our live arrival guarantee.
  • USPS Express mail packages REQUIRE A SIGNATURE OF ACCEPTANCE. If you are not home when the postman attempts to deliver your package the postman cannot leave it at your house because a signature of acceptance is required. If you miss the delivery attempt and do not retrieve the package from the post office on the same day of attempted delivery, our live arrival guarantee is void.
  • If you fail to provide paypal with your correct shipping address, or if you fail to notify us that it was wrong at the time you placed your order we cannot be held liable for your order shipping to an old address and our live arrival guarantee is void.
Other Terms & Conditions
  • Please do not discard any dead on arrival (DOA) items until you have spoken with us; we may request photo verification.
  • It is at our discretion to decide whether a refund or store credit will be issued for any DOA items.
  • We do not issue credits or refunds for shipping charges.
Read These Important Facts Regarding Shipping of Live Animals
  • No Water In Shipping Bag - Some species of snails and hermits are shipped in little or no water. Please do not assume the snails or hermits are DOA because they arrive in a bag with no water. This is standard procedure and does not harm the animals in any way. These animals are shipped in little or no water because they are usually packed in dense numbers, therefore if 1 of 20 snails dies in a bag full of water the resulting high level of ammonia will kill the rest. If 1 of 20 snails die in a bag with no water the rest will survive because they will not endure any ill-effects. The reason these species of snails and hermits can live without water is because in the wild they live in the intertidal zone and they are out of water on a daily basis during low tide.
  • Corals & Anemones Are Closed/Deflated - Some invertebrates and corals endure stress during shipping and will arrive deflated, closed up or non responsive/non moving. Please do not assume these animals are DOA. Some zoanthids, mushrooms and anemones can take up to 48 hours to settle into a new environment before displaying normal behavior. Some snails are mainly nocturnal and will not move much once added to the aquarium; please give these species some time to acclimate to their new environment before assuming they are DOA.
  • Cold Shipping Water - Most invertebrates can endure water temperatures of 60F-90F. Heat packs and cold packs are used to keep the water temperature within this range and prevent them from going any lower or higher. If the water in a shipping bag arrives feeling cold to the touch, do not assume the inverts are DOA. When the animals are exposed to these colder than normal temperatures they may be a little sluggish, a quick temperature acclimation will take care of this.
  • Brown/Smelly Shipping Water - If the water in a shipping bag you receive is brown or smelly, remove the animals immediately and place them in a container with water from your tank without acclimation and observe to determine what survived and what did not. Brown smelly water usually means 1 of the animals in a bag did not make it, however the rest most likely have and the faster you get them out of that water the better.