Live Arrival Guarantee Policy

We do our best to deliver you healthy fish but sometimes things are just to be unlucky. As fish enthusiasts, neither you nor we want it to happen, that's why we offer Live Arrival Guarantee.

  • Fill out the Guarantee form
  • The Form must be reported within 2 hours from the delivery time to be eligible for a refund. No refund can be offered if contact is not made within these time frames.
  • We will issue the refund in store credit equal to the deceased fish's value, the shipping fee is non-refundable unless the whole shipment is dead on arrival.
  • The form must contain photos and video of the deceased fish still in the unopened bag along with your order number.
  • Please do not mail any specimens back to Tropicflow.
  • Tropicflow recommends that all new aquatic life be quarantined for 14 days. We will not refund or replace any existing Live Fish, Invertebrates, or Live Plant that is injured or become ill as a result of introducing new aquatic life to your aquarium.

Conditions to Qualify for our Guarantee:

  • All claims must be brought to our attention within 2 hours of the package being delivered. (Please follow the instructions provided above)
  • A clear photograph of the damaged, sick, or dead fish, invertebrate, plant, or dry good is required.
  • Please provide one photograph of the unopened bag that contains dead livestock with the bag tie facing down as well as a second photograph of the dead livestock on top of the styrofoam box top for easy counting purposes. 
  • Livestock claims are voided if the customer misses the first delivery attempt.
  • If you miss the delivery and the package is delayed a day or more because of it, we cannot accept responsibility for any losses. It is the customer’s responsibility to check the tracking number for delivery. Tracking numbers are provided in order shipment notification emails.
  • It is the responsibility of the customer to provide us with the correct shipping information. We can not be held responsible for deliveries made to the address that was provided to us if that address was incorrect. 
  • The shipment must be sent to the correct delivery address, and not forwarded to another address unless still delivered on the same day. Forwarding of packages results in an extra day or more in transit. 
  • Any extras that are sent are not covered under the guarantee.