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Return & Refund
To ensure the safety and health of livestock, we do not allow returns. This is done for the well being of livestock, which have no chance of survival unless, packaged properly, including the use of oxygen. If you are not satisfied with the livestock, please contact our Customer Service Department immediately at email@example.com.
Arrive Alive Guarantee
We offer a 5-day Arrive Alive Guarantee on all fish and invertebrates, some restriction do apply.
If your purchase does not arrive alive or if it dies within 5 days of leaving our facility, we will issue a store credit which can be used for a future purchase or a free replacement (excluding packaging & shipping.) The following conditions must apply:
You must take immediate delivery of your order upon its arrival at the FedEx Hold Facility you provide at Checkout. If a delivery is refused for any reason, the customer will be held liable for the full cost of the invoice plus return freight charges. You must accept delivery, even if the package is late.
It is your responsibility to pick up your shipment from the FedEx Hold Facility within 2 hours of their opening.
Aquaria must be acclimated according to our Acclimation Procedures even if they appear to be lifeless. Many times, fish that look dead will frequently recover within minutes when acclimated. The depressed pH level of their water can cause this appearance of death. Also, all marine life, from any supplier, is subjected to some form of stress when packed, shipped and acclimated into an aquarium. Stress weakens any animal's immune system and increases the possibility of developing an infection. For this reason, we recommend all new fish should be quarantined in a separate aquarium for 10-14 days. SeaLifeDirect.com cannot be held responsible for disease-related problems if proper methods of introduction are not followed.
The livestock must not exhibit any signs of physical abuse or damage (tears, frayed fins, cuts, etc.). Please take note of our Compatibility Chart.
Your water quality must be adequate (Alkalinity 2.5 to 5.0 mg/L, Ammonia 0, Calcium 400 to 475 mg/L, Carbon Dioxide < 2.0 mg/L, Dissolved Oxygen > 6.90 mg/L, Nitrate < 10 mg/L, Nitrite 0, pH 8.2-8.4, Phosphate < 0.05 mg/L, SG 1.021-1.025). You must send us a sample of your water in a separate bag.
If the 5-day Guarantee expires over a weekend or other day that we are closed, don't worry. Just send us an e-mail with pictures of the dead livestock to establish the time of death and then call us during business hours for your authorization. Never dispose of or return the livestock without authorization; a return credit will not be issued. You should receive a reply confirmation when we review your claim. If you do not receive an answer after sending your pictures please contact us.
If your package is delivered late, SeaLifeDirect.com will extend the Arrive Alive Guarantee three days for every one day the package is late.