DOA & live arrival

Before you open anything

If a fish appears dead or in distress on arrival, photograph it in the unopened, sealed bag, showing the whole bag clearly. Claims cannot be assessed without this.

Tell us quickly

Contact us on the day of delivery, quoting your order reference and attaching your photographs. Late reports can't be separated from acclimatisation and tank issues, so prompt contact matters.

What we'll do

• Review the photographs and delivery record with you
• Replace the affected fish on a future dispatch where we can
• Refund the affected fish where a replacement isn't practical

What isn't covered

• Losses after successful acclimatisation into your system
• Deliveries refused, missed, or left waiting after an attempted delivery
• Incompatible stocking, aggression, or unsuitable water parameters

Acclimatisation

Float the sealed bag, add small amounts of your water gradually, keep the lights off and avoid feeding on day one. Never tip transport water into your aquarium.