Aquarium Outfitters guarantees all livestock (except exempt species) will arrive alive or we will issue a store credit for the purchase price of your lost item. We offer this guarantee so that you can be confident in your purchase. Our promise to our customers is that we will only ship quality animals selected for superb health and color. Please read the following Arrive Alive Guarantee. We will fairly, honestly and accurately apply it to every order.
Terms and Conditions:
1. Aquarium water chemistry must be within the proper parameters to support aquarium animals:
• Ammonia – 0.0 ppm
• Nitrite – 0.0 ppm
Nitrate – 0.0-25 mg/l
• pH – 8.1-8.4
Specific gravity – 1.021-1.027
• Temperature – between 77°- 81° F and constant.
2. Customer must physically sign for package on the first delivery attempt regardless of whether or not FedEx is late. Refusal of delivery for any reason voids any guarantee and the customer will be held responsible for the full invoice value of the shipment.
3. Customer must follow our acclimation procedures upon introducing the new animal into your home aquarium. Our acclimation guide can be found at the following link: Acclimation Guide.
4. Arrive Alive Guarantee does not apply to livestock that has died as a result of being harassed or picked on by other animals.
5. Please do not ship or discard dead specimens without our consent, as this will cause our guarantee to be void.
6. We will not issue credit for shipping costs.
7. Store credit from livestock can only be used on new livestock. Store credit is not usable towards drygoods.
8. Arrive Alive Guarantee does not apply to livestock bought by store credit.
9. Livestock must be reported dead via email within 12 hours. Returns or proof of death must be sent within two days of the item being reported dead.