Livestock protection

Arrive-Alive Guarantee

We stand behind every livestock shipment. If an animal arrives dead or in critical condition, send the required details within two hours so our team can review the claim.

Last updated: March 2025

Report an issue within two hours

The claim window starts at carrier delivery or flight arrival. Keep the livestock in its original bag while taking photos.

What is covered

Livestock purchased from Concept Aquariums that arrives dead or in critical condition.

What to photograph

The livestock in its sealed bag, the shipping label, and the box it arrived in.

How we resolve it

Approved claims receive store credit toward replacement livestock.

File a claim

Include your order number, clear photos, and a short note about the animal's condition. The support form sends the request directly to our review queue.

Start an Arrive-Alive claim

Exclusions

We cannot cover issues caused by delayed pickup, refused delivery, or improper acclimation. Follow the acclimation guidance included with the order and be available when the shipment arrives.

Need more detail?

Review the complete Order, Shipping & DOA Policy for ordering, transit damage, weather delays, and claim terms.