At OmegaAquatics, we take great care in packing and shipping our livestock. We proudly offer the following Live Arrival Guarantee for all eligible live purchases made through our website.
Our Guarantee
We guarantee that all live animals purchased on our website will arrive alive. In the event that an animal arrives deceased (DOA), we will issue a refund in the form of store credit only, subject to the conditions outlined below.
Eligibility Requirements
To qualify for a Live Arrival Guarantee claim, all of the following criteria must be met:
Proof of DOA
You must submit a clear photo or video of the deceased animal inside the original, unopened bag in which it was shipped.Timeframe for Submission
Proof must be emailed to support@omegaquatics.com within 2 hours of the package’s recorded delivery time.Handling Instructions
Do not remove the animal from the bag.
Do not dispose of the bag or animal unless explicitly instructed to do so by our support team.
Failure to meet any of the above requirements will void the guarantee.
Important Exclusions & Limitations
Shipping Costs
Shipping fees are non-refundable under all circumstances.Shipping Delays & Delivery Issues
We are not responsible for DOAs caused by shipping delays or delivery complications, including but not limited to:Incorrect or incomplete shipping addresses provided by the customer
Missed deliveries
The customer not being present to receive the package
Local Pickup Orders
Animals or plants collected via Local Pickup are not eligible for any live arrival guarantee or refunds. All livestock will be inspected with the customer prior to pickup.
Discretionary Rights
Right to Deny Claims
OmegaAquatics reserves the right to deny any refund or store credit claim at our sole discretion.Right to Grant Exceptions
We also reserve the right to make exceptions to this policy, including issuing store credit even if all criteria are not met, at management’s discretion.