Sacred Fins Live Arrival Guarantee & Livestock Policies

At Sacred Fins, every shipment is backed by our 100% Live Arrival Guarantee. If any livestock or plants arrive dead on arrival (DOA), we will issue a refund for the exact cost of the item or provide non-expiring store credit equal to the loss. All guarantees and resolutions are offered at our discretion.

Our team follows practical in-house quarantine and holding procedures to ensure that all animals we ship are healthy, eating, and well-prepared for the normal stresses of transit. While we maintain an exceptional success rate, issues can still occur—and that’s exactly why our Live Arrival Guarantee exists.

Please note: We do not guarantee livestock beyond the day of arrival. Customers are responsible for researching care requirements, compatibility, tank conditions, and dietary needs before purchasing. Poor water quality, improper acclimation, incompatible tank mates, or inadequate care are the responsibility of the hobbyist.

Conditions to Qualify for the Live Arrival Guarantee

To ensure your claim is valid, the following conditions must be met:

1. Report any issues within 24 hours of delivery.

2. Photos are required. Please provide:

  • One photo of the unopened bag containing the DOA livestock, with the bag tie facing downward.

  • One photo of the DOA livestock placed on top of the Styrofoam box lid for clear counting.

3. Delivery-related requirements:

  • Claims are void if the first delivery attempt is missed.

  • We cannot cover losses caused by missed deliveries, refused packages, or delays resulting from forwarding to another address.

  • Packages held by USPS, UPS, or other carriers must be picked up the same day they arrive.

  • Ensure your shipping address is correct. We are not responsible for losses caused by incorrect or incomplete addresses.

4. Extras or bonus items included in your order are not covered.

Submitting a Claim

Please include the following details when submitting your DOA or issue claim:

Required Information

  • Issue Description: (e.g., DOA livestock, damaged item, missing item, unhealthy arrival)

  • For DOA livestock: Include the count of live animals remaining from that bag or pack.
    Note: Bonus extras included with schooling fish, shrimp, or snail packs are not covered.

Required Photos

  • Unopened bag with DOA livestock (bag tie facing down).

  • DOA livestock on the Styrofoam lid.

  • Packing label showing species name, quantity, and order number.

  • For shrimp or small fish, include a photo showing all animals for a live count.

  • For damaged or unhealthy livestock, a clear photo in a specimen container or tank.

  • For missing items: a photo of the packing slip and the items received.

Important Note for Snails

Snails may take a few days to become active after shipping. Place them in a visible area of the tank and flip them upright. If they do not move, or the water develops an odor, inspect them.
If you suspect a problem upon arrival, please email us immediately so we can still honor the guarantee—but wait a couple of days before filing the official claim to ensure they had time to recover.

Claim Outcomes

Claim Processing

Our customer service team will review your claim and email you as soon as possible. (Weekend response times may be slower.)

Refunds

  • Refunds cover the cost of the item only, not shipping.

  • Refunds are issued to the original payment method.

Store Credit

  • Store credit never expires.

  • Shipping costs are not covered by store credit.

Replacements

  • We can replace DOA items, but replacement shipping costs must be paid by the customer.

Other Policies

  • Shipping charges are non-refundable.


Need to adjust your order? We’re happy to help. Please email support@sacredfins.com as soon as possible.