Live Arrival Guarantee
We stand behind every aquatic specimen with our exclusive Live Arrival Guarantee. When proper procedures are followed, we guarantee your fish will arrive alive and healthy.
Guarantee Coverage
What's Covered
- Specimen deceased on arrival
- Water parameter shock
- Temperature-related stress
What's Not Covered
- Failure to promptly unpack
- Improper acclimation
- Claims filed after 1 hour
Claim Requirements
Unboxing Video Evidence
Continuous footage showing package seals through specimen release into acclimation container. Must clearly show:
- Unbroken shipping seals
- Time/date stamp
- Full specimen examination
Timely Submission
Email video to claims@luxuryfishshop.com within 1 hour of delivery with:
- Order number visible
- Clear subject line: "LAG Claim - [Order #]"
- Delivery confirmation screenshot
Preservation of Evidence
Do not dispose of any packaging or deceased specimen until claim is resolved. We may require:
- Additional photos of packaging interior
- Water parameter tests
- Veterinary consultation (rare cases)
Resolution Process
Claim Received
Confirmation email within 1 business hour
Review
Aquarist evaluation within 4 business hours
Resolution
Options presented within 24 hours
Important Limitations
Time-Sensitive
No exceptions to the 1-hour claim window, even for delayed notifications from carriers.
Shipping Days
Only applies to shipments sent Monday-Wednesday as per our Shipping Policy.
One-Time
Guarantee applies only to first delivery attempt. Redeliveries are not covered.
Need Help With a Claim?
Contact our Live Arrival Guarantee specialists 24/7: