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Canada's Affordable Custom Aquarium

1313 44 Ave NE Unit #3, Calgary, AB, Canada

Concept Aquariums

Guarantee

Arrive-Alive Guarantee

We stand behind every livestock shipment. If anything arrives in poor condition, we will make it right.

Last updated: March 2025

What is covered

Our Arrive-Alive Guarantee covers livestock purchased from Concept Aquariums that arrives dead or in critical condition. We will provide store credit to replace the livestock once the claim is approved.

Claim window

Please report issues within 2 hours of carrier delivery or flight arrival. Claims submitted outside this window may not be eligible.

How to file a claim

  • Take clear photos of the livestock in the bag.
  • Include a photo of the shipping label and box.
  • Submit the support form with your order number and photos so the request goes straight into our review queue.
Start an Arrive-Alive claim

Exclusions

We cannot cover issues caused by delayed pickups, refused deliveries, or improper acclimation. Please follow acclimation guidelines included with your order.

Contact us

If you need help with a shipment, reach out to our team as soon as possible and we will guide you through the next steps.

For full ordering, shipping, damaged-in-transit, and DOA terms, review the Order, Shipping & DOA Policy.