GUARANTEE/DEAD ON ARRIVAL POLICY AND FISH ACCLIMATION

SHIPPED ONLINE ORDER POLICY ONLY!!

AQUARIUM ARTS DOES NOT OFFER ANY FORMAL GUARANTEE ON IN STORE OR LOCAL PICKUP PURCHASES:

WHY NO IN-STORE OR LOCAL PICKUP GUARANTEE: You get to see the fish before you take it home. We have zero control over the weather or how the animal is handled when you walk out the door. If it dies by the time that you get home, it's very likely because it is over 100 degrees outside in Arizona and it was set on a hot car seat. Run The AC in your car prior to leaving the shop or bring something to transport your fish home in. We do not guarantee that we have boxes available to send home with local customers.

IF YOU ARE LOCAL AND YOU LOSE A FISH YOU BOUGHT FROM US, WE ARE HAPPY TO TEST YOUR WATER TO HELP YOU TROUBLESHOOT WHAT MAY HAVE CAUSED IT

IN EXTREME HEAT WE WILL NOT SHIP LOCALLY (100+ DEGREES)

SHIPPED ONLINE ORDER POLICY:

For shipped online orders, we offer a live arrival guarantee as well as a 7‑day live‑health guarantee from the date of delivery. Claims are compensated in the form of STORE CREDIT FOR LIVESTOCK ONLY. Meaning that credit earned on a dead fish claim cannot be used to purchase aquarium products. We do not refund any livestock purchases. No exceptions. Livestock Credit acts as a discount and does not apply towards free shipping. Shipping costs are not covered by our guarantee and are final.

Proof: Email Clear photos of the deceased animal within 7 days on a clean surface. We may require VIDEOS to be sent of the dead fish on a clean surface. We also require a picture of test results (not just numbers) for the acceptable key parameters listed below.

Steps for 7-day guarantee claim:

Contact Email: sales@aquariumartsarizona.com

Order # in subject line
Photos/videos of deceased animals
list of dead animals
Water Test photos
List of Tankmates
Photo of Tank Setup/Quarantine Setup.

*UPS delays due to weather or mechanical failure which result in loss may not be covered under our guarantee. This holds especially true if we advise air cargo shipping (Airport to Airport) and you decline. If you have a UPS delay, send us an email at sales@aquariumartsarizona.com and we will get back to you as soon as possible.

DO NOT DISPOSE OF DEAD ANIMALS UNTIL YOU HAVE BEEN TOLD TO DO SO. DISPOSING OF DEAD ANIMALS WITHOUT OUR PERMISSION WILL RESULT IN A DENIED CLAIM.

Exclusions to 7-day guarantee:

Expert Level Fish (Indicated on product page for those fish). These fish are generally known to be tough to keep and as such we cannot guarantee past live arrival.
Predator/incompatible tankmates (Aquarium Arts is not responsible for aggressive tankmates. If fins appear to be tattered or fish has bite marks, claim will be denied.
Missed deliveries (Wrong address or you decline package/not there). You are responsible for providing us with the correct address, suite, apt number etc. It is highly encouraged that you provide your email and phone number at checkout so that we can contact you regarding your order.
Out‑of‑range parameters (Must show photo of actual tests, not just result numbers.)
We can't do anything without proof. No photo of dead animal, no credit. Disposing before we reach a decision also means no credit. If the fish disappeared, we can't help you there.
We do not cover fish jumping from the aquarium.
Too small of a quarantine tank/ too many fish in a quarantine tank. 2-3 inches of fish (total) per 10 gallons in a quarantine tank is a good rule of thumb. If the QT tank is too small, you're better off putting the fish straight in the display. We do medicate our fish, but we cannot guarantee a full QT or disease eradication as we bring fish in regularly. Make sure to monitor ammonia and salinity closely. Shipping can be very stressful; water chemistry needs to be stable.

Acceptable Parameters:

For Saltwater Fish: Ammonia 0ppm, Nitrite 0ppm, Nitrate 5-10ppm, Ph 8.1-8.3. Salinity 1.018 -1.025 S.G.
For (most) Freshwater Fish: Ammonia 0ppm, Nitrite 0ppm, Nitrate 5-10ppm, Ph 6-7.5. (Some species have more fine-tuned parameters which would be included on product page)
For Corals: Ammonia 0ppm, Nitrite 0ppm, Nitrate 5-10ppm, Ph 8.1-8.3. Salinity 1.025-1.026 S.G., KH 7-12 dkh, Calcium 425-500 ppm, Magnesium 1300-2500, Phosphate .01 - .1.
For Saltwater Invertebrates: Ammonia 0ppm, Nitrite 0ppm, Nitrate 5-10ppm, Ph 8.1-8.3. Salinity 1.022 -1.025 S.G.

Ways to improve the likelihood that your Claim is accepted:

Document the unpacking process by video.
Follow our acclimation protocol.
If a fish is struggling, let us know ASAP!! That way we can help the best we can. Check the gills, if they are moving the fish is living.
Don't leave your fish on your doorstep all day.
Don't be a jerk to our staff.
Don't use a tiny quarantine tank for a big fish.