We ship healthy fish, packed right, and cared for the whole trip. If something goes wrong in transit, we will make it right. Here is exactly how our live arrival promise works and what to do if you ever need help.
The short version
If a fish arrives dead, we refund the price of that fish and a fair share of the shipping, as long as you follow the simple steps below. We guarantee live arrival even if the carrier is delayed.
What we guarantee
- Live arrival on every fish we ship
- A refund for the lost fish and a prorated portion of shipping for that fish
What we ask from you
Please be ready to receive your box and move the fish into a stable, prepared aquarium right away. If there is a loss, we need quick proof so we can take care of you fast.
If a fish arrives dead, do this within one hour of the carrier delivery time or pickup time.
- Take one clear photo of the fish in the unopened bag.
- Take one photo of the shipping label next to the unopened bag.
- Email the photos and your order number to info@tropicalfish.co.
- Keep the fish and packing materials until we confirm the claim.
Photos in the unopened bag let us verify what happened and get you taken care of quickly and fairly.
What is covered
- The price of any fish that arrives dead
- A fair share of the shipping cost for that fish
- Orders delayed by the carrier are still covered for live arrival
What is not covered
- Losses reported after the one hour window, since we cannot verify conditions after delivery
- Issues that occur after successful acclimation, since we cannot control water parameters or tank mates once the fish is in your aquarium, we are always happy to troubleshoot and help
How we issue refunds
You choose store credit or a refund to the original payment method. Store credit never expires. If a replacement is preferred and the fish is available, we can arrange that and only charge new shipping if needed.
Our shipping rhythm
We usually ship Monday and Tuesday so fish spend the least time in transit. If weather looks risky at either end, we may suggest a brief hold. Your fish matter more than a calendar.
Arrival tips from us
- Dim the room lights, float the bags to match temperature, then acclimate to your water
- Do not feed right away, give the fish time to settle
- Stable water beats perfect water, chasing numbers often causes more stress than it solves
- If something looks off after arrival, tell us, a quick photo or short video helps us help you
Questions or help
Email info@tropicalfish.co any time. We are here to help and we want you to have a great experience.
