IMPERIAL DRAGON AROWANA

What We Guarantee

We guarantee that every fish we ship will arrive alive and in good health. If, despite our careful packaging and shipping, a fish arrives deceased, we will provide a full refund or replacement (customer's choice) for the cost of the fish.

Shipping charges are non-refundable, as they cover the transportation and packaging costs already incurred.

Claim Time Limit

Any claim for a deceased fish must be reported within 2 hours of delivery. Please inspect your fish immediately upon arrival. After 2 hours, we cannot accept claims, as the fish has been in your care.

How to File a Claim

If you receive a fish that has not survived transit, please follow these steps:

1. Take a clear photo of the deceased fish still in the sealed bag.
2. Take a photo of the shipping box and packing materials.
3. Email both photos to our claims department within 2 hours of delivery.
4. Include your order number and contact information in the email.
5. We will verify and process your refund or replacement within 24 hours.

Note: For claim instructions, please refer to your order confirmation email or contact us at 520-809-7055.

Exceptions

Our guarantee does not cover:

• Fish that die after being added to your aquarium (due to acclimation issues, tank conditions, etc.).
• Fish that are injured during acclimation or handling after delivery.
• Claims reported after the 2-hour window.
• Fish shipped to areas with extreme weather if you approved the shipping date despite our weather hold recommendation.

We strongly recommend reviewing our acclimation guide to ensure a smooth transition for your new fish.

Refunds vs. Replacements

If you choose a refund, we will issue a credit to your original payment method within 3 business days. If you prefer a replacement, we will ship a new fish of equal or greater value (any price difference will be billed or credited) on our next available shipping day. Shipping costs for replacements are covered by us.