14 Day and Live Arrival Guarantee

LIVE ARRIVAL GUARANTEE POLICY:

We guarantee that your new purchase will arrive alive. If, unfortunately, your purchase arrives dead on arrival (DOA), please notify us within 2 hours of the loss via email. Include a digital photo and video of the specimen, out of water, placed on a piece of paper. Failure to provide both a photo and video disqualifies your claim. Do not discard the item until we instruct you to do so.

Please also provide any relevant information such as the condition of the package, water temperature, etc. Indicate whether you prefer a refund for the cost of the item or a credit towards a future order. Please note that shipping costs and free/replacement items are not covered under this guarantee.

We, NYAquatic, reserve the right to approve or deny any claims if we deem the aquarium is unfit to keep livestock alive. This policy is necessary to prevent fraudulent claims and to ensure that we can verify the condition of the item upon arrival. By following these instructions, you legally acknowledge the condition of the item and cannot dispute the charge.

14-DAY GUARANTEE POLICY:

We also offer a 14-day guarantee on our livestock. If your new purchase does not survive until the 14th day from the day of arrival (with the arrival day being Day 1), please contact us immediately via email. Include a digital photo and video of the specimen, out of water, placed on a piece of paper. This photo and video are required for you to receive credit. Do not discard the item until we instruct you to do so. This is extremely important as we may ask for additional documentation and failure to provide will disqualify your claim. 

We will happily provide store credit for the amount you paid for the item, to be used on a future order. Please note that shipping costs are not covered under this guarantee.

This 14-day guarantee is subject to the following conditions:

Certain livestock, designated as "restricted-expert only", are only covered by the live arrival guarantee due to their special care needs. These items are not eligible for the 14-day guarantee. The ineligible items include, but are not limited to, various species of wrasses, angels, shrimp, tangs, puffers, butterflies, mandarins, anthias, and corals. A list of the species can be found at the end of this page. 

The livestock must be kept in a suitable aquarium. The use of the Tank Transfer Method (TTM) voids the 14-day guarantee. Livestock visibly damaged due to conflict in your tank is not covered. Free/replacement items are not covered. Shipping costs are not included. The 14-day guarantee applies to retail purchases only. All wholesale orders only come with Live Arrival. 

Failure to accept the package on the first delivery attempt by FedEx voids both the Live Arrival and 14-Day Guarantee.

We, NYAquatic, reserve the right to approve or deny any claims if we deem the aquarium is unfit to keep livestock alive. That includes but is not limited to, poor filtration, tank mate aggression, and inadequate tank size. This policy is necessary to prevent fraudulent claims and to ensure that we can verify the condition of the item over the 14-day period. By following these instructions, you legally acknowledge the condition of the item and cannot dispute the charge.

 

Restricted-expert only items include: