Beyond our fish arriving alive and in great condition (“Live Arrival Guarantee”), we offer an industry leading and first of its kind guarantee that your fish will eat after arrival (our “Eating Guarantee”). We are so confident that the fish we sell are the healthiest and highest quality, that if you receive a fish from us that does not eat and eventually perishes, we will credit your account in full for the purchase price. In order to be eligible for our Eating Guarantee, you must comply with the following: (1) place the fish in a suitable quarantine tank or acclimation box within your display tank after arrival, (2) feed at least one of the types of Piscine Energetics food that we list the fish as eating on our website (3) film daily feedings.
In the event that a fish appears deceased upon arrival, please fully acclimate it anyway. Sometimes fish will stress during the shipping process and appear deceased only to bounce back upon acclimation. If you do experience a loss, please send a clear photo (or video) to firstname.lastname@example.org with your order number and a member of our team will contact you within one business day. We may request for you to send certain fish back to us, so please freeze deceased fish after taking a photo.
If you have any questions about our policy or would like assistance with your purchase, email email@example.com and a member of our team will be in contact with you as soon as possible.