All frags are guaranteed to arrive alive and stay alive for seven days from the time they are shipped. Purchaser may be requested to provide proof of loss and or water samples sunject to the below. In the event of a loss, store credit will be issued toward your next order with us. Please note that every order we ship receives some sort of freebie, it is at Aquaholics discretion whether credit shall be issued for replacements on freebies.
For fish and colonies we guarantee your order will arrive alive and healthy and stay alive for 24 hours from the time you receive the order. This is the best we can offer as we desire to maintain low prices on the livestock we sell and given the fact that the customer's water quality has a substantial impact on livestock survival rates.
If you suffer a loss, we will issue a 100% credit for the loss toward your next order with us, subject to the following:
- In the event you do suffer loss, you must contact us via email within 48 hours of receiving the shipment with a digital image of the DOA or unhealthy animal. We hate to maintain such a strict policy but in order to maintain low prices, we must minimize our risk of false claims. Due to the rapid proliferation of digital cameras in the market, this should not present a problem.
- We reserve the right to request a sample of your systems water prior to issuing a credit.
- Credit will not be issued for any losses (except for fish), where water samples contain Nitrate levels in excess of 5ppm, the presence of any nitrites, ammonia, or salinity below 1.020 or above 1.028. We wish we could be less harsh on this policy but it is the only way we can offer the prices we maintain on our livestock. Someone must sign for the shipment for this guarantee to apply, otherwise, we cannot warrant live and healthy arrival.
-All credits must be used within 180 days of the date your shipment was shipped. Credits apply only to new livestock orders and cannot be applied to shipping charges. In some cases we will allow for an extension to this policy.
Please note that SPS may stress a little during shipping and may color down before you receive it (usually the exception rather than the rule), but will color back up within a few days subject to water quality, light intensity, flow, and spectrum. All of our colonies are kept under 400watt, 20k XMs with actinic supplementation.
Exceptions to the above will be made on rare occasions, on a case by case basis, =0)