Live Arrival Guarantee

 
AquaScapeOnline ships only the finest aquatic livestock available Guranteed. We import our animals from the finest collectors around the world, hold them in our state of the art facility, and hand pick each and every specimen for quality. We ship our livestock using the most advanced methods available to insure your fish will arrive healthy and in the best quality possible. For these reasons we are confident in giving our customers the following guarantee on all livestock purchases.

AquaScapeOnline  will guarantee your livestock purchase to  arrive alive and healthy  to your door,  In the event of any loss, AquaScapeOnline will replace the fish or give you a store credit for the purchase amount of the fish excluding shipping costs.      No refunds store credit only.
 
Guarantee is voided if you don't report the loss of your fish within 4 hours of recieving them.
Guarantee does not cover any shipping or handling charges.

Terms and Conditions:

Your shipment must be received IMMEDIATELY upon delivery by our courier. If you are not home to receive your shipment on its first delivery attempt this guarantee is voided.

You MUST accept ALL shipments sent to you under any and all circumstances. Any refused shipment will disqualify you from any future livestock purchase from AquaScapeOnline. Additionally, you will be held responsible to pay for the refused shipment. Any damage noted to the exterior of a delivered package must be immediately reported to the delivery person at the time the package is accepted. Failure to report damage at the time of delivery will void our conditional guarantee.
AquaScapeOnline will handle all delay and/or damage claims directly with the courier company.

Only next-day-delivery shipments are guaranteed.

All animals received must be acclimated properly according to the AquaScapeOnline Acclimation Procedures. Even if you think an animal is deceased you must attempt to acclimate it. We Tranqualize our fish and many times when they arrive to your house they may look like they are dead when they are indeed sedated, also Stress caused by shipping can often cause many animals to appear to be lifeless in their bags when in fact they can be revived by proper acclimation techniques.

Your tank must be in good condition and your water quality must meet that of AquaScapeOnline standards:

 
Freshwater
Ammonia  0 ppm
Nitrites  0 ppm
Nitrates  < 50 ppm
pH  6.5 to 7.5
pH (African Cichlids) 7.8 to 8.5 
 
 
   
 
For all claims of deceased animals AquaScapeOnline reserves the right to request a sample of your tank water for free testing to determine if these standards have been met.

You must notify AquaScapeOnline immediately after suffering a livestock loss. Notify us by e-mail or by phone. E-mail: support@AquaScapeOnline.com
Phone: 908-634-0820

*NEVER- discard your deceased animal without proper authorization by AquaScapeOnline  simply put it in a plastic bag and freeze the animal until further notice. AquaScapeOnline reserves the right to have all specimens returned to us via US Mail. Should this be required AquaScapeOnline will authorize you via e-mail or phone to return the deceased animal. Simply mail the specimen back to AquaScapeOnline via US Mail. Please ensure that all specimens are properly and completely sealed inside a plastic bag within the mailing envelope. MOST IMPORTANTLY your name and shipping address must appear on the outside of the envelope. Or we may authorize that a digital photo of the deceased animal be sent to support@AquaScapeOnline.com.

Suggestions
If you suffer a loss after the acclimation period and your loss occurs outside of our normal office hours (weekends or holidays) please do not worry, simply make sure that your loss is promptly reported via e-mail. The date appearing on your loss notification e-mail will validate your compliance with our guarantee policy.
Please DO NOT return any specimens with out authorization from AquaScapeOnline.