Every order comes with a live arrival guarantee for any DOA fish. Guarantee covers replacement of the fish only.
Shipping costs are not included. A credit can be issued or refund for the DOA fish.
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As much as we try to keep fish healthy through shipping, issues will occur. There are several issues that must be addressed for our live arrival guarantee to be honored:
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1. You must accept fish on the first delivery attempt. Subsequent deliveries will be void of guarantee.
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2. In the event of a DOA, you must notify Heartland Tropicals within 1 hour of the delivery time. Call
(573-721-1811) to make claim. NO EXCEPTIONS!
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3. Take a video (no photos) of the fishes head area. Include gills in shot. Email to Heartland Tropicals.
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4. DO NOT discard fish until we have discussed situation and solution. It is possible we may ask for the fish to be returned to us for confirmation.
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