14 Day Live Guarantee
If your fish does not stay alive within 14 days from day of shipment, we will provide a MarineFishEZ store credit. Received shipping boxes must be opened at location where marine life is to be acclimated and introduced into the aquarium within the 3 hours of delivery (as posted by UPS) ; once the shipping boxes are opened heating/cooling components are released compromising the marine life. To process this guarantee, please provide a digital picture of the item on the order and order number. Guarantee requests cannot be processed without the picture. Please consult our Compatibility Guide, as animals showing signs of physical abuse from harassment of others will not be covered under the guarantee or if proper drip Acclimation was not performed on arrival. Fish and invertebrates that jump out of open aquariums, are missing, exit through plumbing such as drains and overflows, misuse of medications, toxins (including elevated or abnormal levels of nitrite, nitrate or ammonia) New systems (6 months or newer) that have not completed full nitrogen cycles, elecrical/mechanical equipment failure such as pumps and heaters are not covered under our guarantee. You will receive a full refund for eligible canceled orders. Order cancellations must be sent by email. Care level fish labeled (Expert) will not be covered under the 14 Day Live Guarantee. (Expert) category marine life will be guaranteed to arrive alive only. For any additional information or concerns please visit our FAQ section before contacting us. (All EZ Hand delivered live orders are guaranteed for 4 days after delivery is made)
Terms and Conditions:
• Please do not dispose of the deceased item(s) prior to receiving a MarineFishEZ 14 Day Live Guarantee Authorization. The Guarantee will be void without proper authorization.
• If an item is dead on arrival, we must be notified within 3 hours of delivery (as posted by UPS). Packages containing Live Marine Life that are left at front door for 3 hours or more (as posted by UPS) are not eligible for 14 Day Live Guarantee. For items dead after arrival we must be notified within 14 calendar days of shipment date
• Guarantee covers the cost of the live item only and does not refund original shipping charges.
To apply for our guarantee, please fully complete and submit the Refund Form located at the bottom of our Homepage. We will respond back to you within 24 Hours to either issue a Guarantee Authorization or contact you with any questions. Once you have received a Guarantee Authorization, no further action is required by you.
