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If your marine life does not arrive alive and live for 7 days in a healthy and established aquarium, we will gladly give you livestock credit for the purchase price of the item(s) lost.
For the rare occurrence in which the livestock you ordered does not survive, it is important that you be familiar with the terms and conditions of our guarantee.
Terms and Conditions:
- Please DO NOT discard the deceased item without authorization. Doing so will void all guarantees.
- For Dead On Arrival (DOA) items, we must be notified via email ADD within one hour of delivery time posted by UPS, for Dead After Arrival (DAA) items within the 7-Day allowance.
- We do not issue credit for shipping costs or refunds for livestock purchases.
- Livestock credit is valid for one year from the date it is issued.
- Livestock credit may be used to replace a lost item or any against any livestock purchase.
- 7-Day Live Guarantee begins on the day livestock is shipped.
- Livestock listed as a Restricted Species are not covered.
Shipping:
- If a delivery is refused for any reason, the customer will be held liable for the full cost of the invoice.
- Weather related delays, mechanical failure etc. which result in loss will not be covered.
- Orders shipped to a FedEx hold facility must be picked up within the first three hours of opening.
Livestock Care:
- Customer must follow the AquaCave Aclimation Guide even if the animal(s) appear to be dead.
- Livestock must be placed in an aquarium with compatible species. Choose livestock carefully, because animals which exhibit signs of physical abuse or damage due to harassment will not be covered.
Water Parameters:
Tank's water chemistry must be within the following parameters:
- Temperature: between 75-80 degrees F and constant
- pH: 8.1 - 8.3
- Specific Gravity: 1.020 - 1.025
- Ammonia: 0.0 ppm
- Nitrite: 0.0 ppm
- Nitrate: 0.0 - 20 ppm
Arrive Alive Guarantee ONLY
Animals that are guaranteed to Arrive Alive only are not covered under our 7-Day Live Guarantee. If an Arrive Alive item is DOA, you must notify us within one hour of delivery time posted by UPS.
What to do if an Item is DOA/DAA:
- Please DO NOT discard the deceased specimen as you may be asked to return it.
- Please place the deceased livestock (no water) in at least two ziplock bags, cover thoroughly with salt and place it in your freezer until you receive further instructions and/or you are authorized to discard it.
- For Dead On Arrival (DOA) items, we must be notified within one hour of delivery time posted by UPS, for Dead After Arrival (DAA) items within the 7-Day allowance.
- In the event of a loss, we prefer that you send us an email for notification, but if you do not have access to email, please contact us to make a report by phone within the required time frames.
- If you have a digital camera, it is recommended that you take a few photos of the deceased item(s) before freezing. Please save and send these with your notification email.
How to obtain Livestock Credit:
- In the event of a covered livestock loss, please email us within the required time frame to make a report.
- Please allow one to two business days for AquaCave associate to review your claim and notify you of approval or denial.
- Upon approval of a DOA/DAA claim you may be asked to return your deceased livestock item.
- If you are asked to return the deceased item, please mail it in a padded envelope via USPS to AquaCave business address (see contact us).
- A livestock credit code and the approved dollar amount will be issued via email, usually within one to two business days after approval and/or we have received your deceased livestock in the mail. If you do not have email, the credit code and usage instructions will be communicated by phone.
How to Use Your Livestock Credit:
- To use your credit, you must correctly enter the credit code in the "Enter Credits and Coupons" field on the checkout page of our shipping cart. The dollar amount will be deducted from your livestock purchase total.
- Livestock credits must be entered before you submit your final order.
- Livestock credits must be used in their entirety at the time they are entered.
- Credits, coupons and/or other offers cannot be combined.
- You can use your credit to replace a lost item or for any livestock offered.
- Credits may be submitted by phone when a phone order is placed.
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