Live Arrival Guarantee Policy
Tropicflow's Live Arrival Guarantee Policy
At Tropicflow, we're as passionate about fish as you are. We aim to deliver healthy fish right to your door, but sometimes, despite our best efforts, things don't go as planned. That's why we offer a Live Arrival Guarantee to ensure your satisfaction and peace of mind.
Refund Policy:
- Timing is Key: If your fish arrive and they're not swimming, you must act within 2 hours. Fill out our Guarantee Form, providing photos and videos of any deceased fish in their unopened bag, along with your order number.
- Refunds Issued as Store Credit/Gift Card: We offer refunds in the form of Store Credit or a Gift Card for the value of any deceased fish, or we might replace the fish.
- Shipping Fees: The cost of shipping is non-refundable unless every fish in your order is dead on arrival.
Important Instructions:
- No Returns Needed: Please do not return any fish to Tropicflow.
- Quarantine New Fish: We recommend quarantining new fish for 14 days. Our guarantee does not cover refunds or replacements for any existing fish, invertebrates, or plants that are injured or become ill due to new additions.
How Our Guarantee Works:
| Shipping Method | Arrived Condition | Guarantee Applied |
|---|---|---|
| Standard | Part of shipment Dead On Arrival (DOA) | Store Credit |
| Standard | Whole Shipment DOA | Replace |
| Express/Overnight | Part or Whole Shipment DOA | Replace/Refund |
Conditions to Qualify:
- Report Within 2 Hours: Notify us within 2 hours of delivery.
- Provide Clear Evidence: A clear photo of the unopened bag with the deceased fish (bag tie facing down) and a photo of the fish on the Styrofoam box lid are required for easy counting.
What Doesn't Qualify:
- Missed Delivery Attempt: If the first delivery attempt is missed, our guarantee does not apply.
- Delivery Delays Due to Missed Delivery: We cannot be held responsible for losses if the delivery is delayed because you missed the delivery.
- Incorrect Shipping Information: Ensure your shipping information is accurate. We're not responsible for issues arising from incorrect delivery addresses.
- Forwarded Packages: Packages forwarded to a new address that add an extra day or more to the delivery time do not qualify for the guarantee.
- Extra Items: Extras sent with your order are not covered under this guarantee.
Our Commitment to You:
We value your business and are committed to providing the best possible service. Our Live Arrival Guarantee is a testament to our dedication to your satisfaction. Thank you for choosing Tropicflow.