While we take the utmost care to insure the safe arrival of your livestock, occasionally livestock will arrive dead. If this occurs, please contact us, via email to Michael@nyaquatic.com, within 2 hours of your package’s delivery. Include the following information: your name, time of arrival, condition of outer box, condition of inner bags (i.e. torn, leaking, intact), which item arrived doa and a digital photo of the specimen, outside the bag and water. Also indicate whether you want a refund for the dead item, or credit on your next order. We are sorry, but shipping costs are not covered by this guarantee. If you choose to have us reship the same item, the reshipped item(s) are also not covered.

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