As a hobbyist first, I take great pride in breeding and raising fish that are healthy, active, and beautiful. My goal is for you to enjoy them just as much as I do, from the moment they make the journey from our tank to yours. At Chris’s Fishes, I go to great lengths to ensure every fish arrives alive, well, and exactly as described.
In the event of a DOA (Dead on Arrival), please follow the steps below to comply with our Live Arrival Guarantee:
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The DOA fish must be kept in the original unopened bag(s). The bag should not be opened in any way (cut, untied, etc.)
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We must be notified within 2 hours of the first delivery attempt (i.e. the shipping carrier's tracking timestamp).
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Please click the link to "Notify us of a DOA" or send an email to: ChrissFishesCT@gmail.com and include the following:
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Your order#, name, address, and the Shipping Carrier Name (FedEx, UPS, USPS) with the tracking number.
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At least 2 clear pictures (or video) of the DOA fish still in the unopened bag
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At least 2 clear pictures (or video) of the DOA fish out of the bag, placed on a paper towel or hard surface
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One clear picture of the shipping box
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One clear picture of the shipping label
We welcome more pics/videos at different angles for easy viewing on our end, so that we can easily identify the DOA fish.
Live Arrival Guarantee
In the rare occasion of a DOA, we will send replacement fish to you or issue a refund (only if replacements are not available). We do not refund shipping costs. The customer is responsible for paying the shipping costs for the replacement fish; any refunds will be issued for the cost of the fish only.
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Familiarize yourself with our DOA policy before receiving your fish so you know what is required in the case of a DOA.
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The Live Arrival Guarantee will be void if you do not adhere to the steps outlined in our DOA policy shown above.
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We cannot stress enough how important it is to be home when the package is due to arrive. The fish should not be sitting out in the weather (hot or cold), waiting for you to get home.
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Inspect your fish before cutting open the bag. If there are DOA's, we will need a picture of the dead fish in the unopened bag.
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When the livestock arrive, begin the acclimation process asap...but remember that slow & steady is the key!
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Live Arrival Guarantee does not cover deaths that occur during acclimation or any time after.
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There is no Live Arrival Guarantee on replacement fish or on any "extras". So, if you ordered 6 fish and we shipped 8 as a bonus, the extra 2 are not replaceable/refundable.
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Live Arrival Guarantee is void if the package is delayed for any reason by the carrier & arrives after the promised delivery date.
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Chris's Fishes is not responsible for lost or stolen packages. Unfortunately, the Live Arrival Guarantee is void in this case. We remind you again to please make arrangements to be at home when your fish are delivered!
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Providing incorrect or missing shipping address information will void the Live Arrival Guarantee and may incur additional fees that will be passed along to you. Please double-check your address before completing your purchase. It is extremely important to provide us with the full legal address for delivery. We need to know if you live on "St", "Rd", "Ave", "Blvd", etc. Be sure to include Apt# or Suite#. Ensure that you've spelled all street names correctly and that the zip code is accurate.
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We need time to process and ship replacements to you. Please allow time to for us to work together on replacement shipping dates since many factors can come into play, weather being one.
Our Live Arrival Guarantee and DOA policy is comparable to most other online fish stores. Purchasing fish from us indicates that you understand and agree to these policies. If you have any questions, please reach out to us before completing your purchase.