Arrive Alive Guarantee

We offer a 5-day "Arrive Alive" guarantee on all fish, corals, and invertebrates. We are so confident of the quality of all our fish, invertebrates, and corals that we can offer you this guarantee. (Some Restrictions 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, and you must sign for your order on the first delivery try. If a delivery is refused for any reason, including not being home to accept delivery, 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 be present throughout the day to be able to sign for the shipment, otherwise FedEx WILL NOT leave your shipment and it WILL NOT be delivered until the next business day (which can mean Monday if the order is a Saturday delivery and the order may not be viable at the time of delivery!) You or someone authorized by you, must be present to sign for a shipment if you choose to have it delivered to your home or office. We can not guarantee live arrival on orders that are not accepted on the first delivery attempt. There is no guarantee on animals left in the box all day when delivery is made to an office address or if the shipment is not picked up from FedEx within 2 hours of their opening. Shipments not held at FedEx for your pick up when temperatures are below 40 or above 90 will NOT be guaranteed, we can not control the handling of these shipments when sitting on a truck during extremely cold or hot days.

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. Sea Life Direct cannot be held responsible for disease-related problems if proper methods of introduction are not followed.

The animal 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 animal 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, Sea Life Direct will extend the Arrive Alive guarantee three days for every one day the package is late.

Return Policy

We do not allow the return of livestock or synthetic corals. This is done to protect the lives of the fish and animals, which have no chance of survival unless, packaged properly, including the use of oxygen. If you are not satisfied with the livestock that we sent to you, please contact our Customer Service Department at customercare@sealifedirect.com immediately.

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