Live Arrival Guarantee

At 402 Aquatics, we stand behind every living creature and plant we ship. We know that buying live fish and plants online requires trust — and we take that seriously. That's why we guarantee that all fish and aquatic plants will arrive alive and healthy when shipped via our approved overnight shipping method.

What's Covered

Our Live Arrival Guarantee covers:

All live fish (Electric Blue Acara, Rotkeil Severum, Midas Cichlid, and all other species we carry)
All live aquatic plants (Alternanthera, plant packs, and all other plant varieties)
All live invertebrates (Mystery Snails, Olive Nerite Snails, and others)

The guarantee applies when your order is shipped via UPS Next Day Air — the only shipping method we use for live animals and plants.

How to File a DOA (Dead on Arrival) Claim

If any livestock or plants arrive deceased, please follow these steps within 2 hours of the carrier's confirmed delivery time:

Do not discard anything. Keep all packaging, bags, and livestock intact.
Take clear photos showing:
- The deceased fish or plant still inside the unopened bag
- The shipping label clearly showing the delivery date and time
- A full view of the bag(s) and packaging
Email your claim to us at 402aquatics@gmail.com with:
- Your order number
- The photos described above
- A brief description of what arrived deceased

Claims submitted after the 2-hour window or without the required photos cannot be honored. We know this feels strict, but it protects both of us and ensures we can resolve your claim quickly and fairly.

Resolution Options

Once your claim is approved, you may choose one of the following:

Store credit for the full value of the deceased livestock or plants
Replacement shipment of the same species (subject to availability)

Please note: We do not issue cash refunds for live goods. This is standard practice in the live aquatics industry and allows us to continue offering healthy, high-quality livestock at fair prices.

Weather Holds & Shipping Delays

The health of your animals is our top priority. We reserve the right to delay shipment when weather conditions pose a risk to live animals, including:

Temperatures below 40°F at the origin, destination, or along the route
Temperatures above 85°F at the origin, destination, or along the route

If we need to hold your order due to weather, we will contact you promptly. Weather holds are not eligible for cancellation fees — we'd rather delay than risk your animals' lives.

Customer Responsibilities

To ensure your guarantee remains valid, please:

Be home to receive your shipment. All live orders ship Next Day Air and require someone present at delivery. Do not ship to a location where the package may sit unattended.
Inspect your order immediately upon delivery and report any issues within 2 hours.
Acclimate your fish and plants properly. We are not responsible for losses that occur after successful acclimation due to water parameters, tank conditions, or compatibility issues.

The guarantee does not cover losses due to:

Carrier delays beyond our control (weather events, mechanical issues, etc.) — though we will work with you on a case-by-case basis
Incorrect shipping address provided at checkout
Refusal of delivery or missed delivery attempts
Losses occurring after successful acclimation

Why We Ship Monday–Wednesday Only

We ship live orders Monday through Wednesday only. This ensures your package never sits in a carrier facility over a weekend, dramatically reducing transit stress and mortality risk. It's one of the ways we go above and beyond to get your animals to you in the best possible condition.

Questions?

We're happy to help. Reach out before or after your order at 402aquatics@gmail.com. We're a small operation and we genuinely care about every animal we ship — your satisfaction matters to us.