Live Arrival

Dead on arrival
All of our livestock is packed with great care, using methods designed to give every fish, shrimp and snail the best possible chance of arriving safe and healthy. In the unlikely event that something does go wrong in transit, we will refund or replace the affected items, provided the conditions below are met.

Colour on arrival
It is completely normal for livestock to look pale or washed out when first unpacked. This is simply a response to the stress of shipping, and full colour usually returns within 24 to 48 hours once they have settled into their new home.

If there is a problem with your order, please email us within 24 hours of delivery and include the following:

• Clear photos of the affected livestock, still in the unopened bag
• A separate photo of the livestock out of the bag, so we can clearly count the losses
• Your order number and details

We aim to resolve every issue quickly and fairly.

To qualify for the Live Arrival Guarantee:

• Delivery must be accepted on the first delivery attempt
• You must contact us within 24 hours of delivery, with clear photos of the issue as described above
• Claims made after 24 hours, or supported only by unclear or obscured photos, will not be covered by the guarantee