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Conditional Livestock Guarantee Policy

That Fish Place guarantees your livestock purchase, so you can shop with confidence, and be assured you will receive quality plants and animals. For standard livestock orders, That Fish Place offers a 5 day guarantee from the day of delivery. The only items that are not covered by our livestock guarantee policy are listed on our restricted species list. In the unfortunate event of any loss, That Fish Place will refund the full purchase price of any animals lost during the guarantee period. Shipping charges are not covered by this guarantee, and are not refundable.

  • This guarantee does not cover any shipping or handling charges
  • The guarantee is void unless That Fish Place acclimation procedures are strictly followed
  • Guarantee does not cover species listed in our restricted species list
  • If replacement of a lost animal is preferred to a refund, the customer is responsible for shipping costs on the replacement stock
  • Replacement livestock is not covered under this policy, any losses of replacement animals are the responsibility of the customer

  • Terms & Conditions

    Live shipments must be received immediately upon delivery by our courier. If you are not home to receive your shipment on its first delivery attempt this guarantee is void.

    You must accept shipments sent to you under any and all circumstances. Any refused shipment will disqualify you from any future livestock purchases from That Fish Place. Additionally, you will be held responsible for costs of the refused shipment. If there is any damage noted to the exterior of a delivered package, immediately report the damage to the delivery person, and open the package while the courier is there to take note. Failure to report damage at the time of delivery may void this guarantee. That Fish Place will handle all delay and/or damage claims directly with the courier company.

    All animals received must be acclimated properly according to That Fish Place acclimation procedures. Even if an animal appears deceased, you must attempt to acclimate it. Stress caused by shipping can often cause many animals to appear to be lifeless in their bags, but they may be revived by proper acclimation techniques.

    Your tank must be established and in good condition. Your water quality should meet That Fish Place standards:

    Saltwater
    Ammonia – 0 ppm
    Nitrites – 0 ppm
    Nitrates – <30 ppm
    pH – 8.2 to 8.4
    Specific Gravity – 1.020 to 1.024

    Freshwater
    Ammonia – 0 ppm
    Nitrites – 0 ppm
    Nitrates – <50 ppm
    pH – 6.5 to 7.5
    pH (African Cichlids) 7.8 to 8.5

    Claims

    In the unlikely event that you suffer a loss during transit or within our 5-day guarantee period, That Fish Place may require proof of loss to process claims. Please notify us immediately upon confirming a loss at (877) 367-4377. Do not discard any lost livestock without contacting us and receiving authorization to do so. Remains may be frozen until you receive further instruction or clearly photographed on a dry, flat surface with a digital camera. Photos and order number should be sent with email notification to livefish@thatpetplace.com.

    If you do not have access to a digital camera or email, you may be required to mail any lost specimens back to That Fish Place via US Mail. Please ensure that all specimens are properly and completely sealed inside a plastic bag within a mailing envelope. To limit decomposition, please put enough table salt inside the bag to completely coat the remains. Your name and shipping address should be clearly printed on the envelope.

    If you suffer a loss after the acclimation period and your loss occurs outside of our normal office hours (weekends or holidays), simply make sure that your loss is promptly reported via e-mail. The date appearing on your loss notification e-mail will validate your compliance with our guarantee policy.

    Mail to:
    That Fish Place
    Aquarium Livestock Department
    237 Centerville Road
    Lancaster, PA 17603

    Claims will not be honored if you have not contacted us within 5 days of receiving your shipment.

    That Fish Place highly recommends the use of a quarantine tank for all new purchases. We choose the healthiest possible livestock for our customers, and we manage our holding systems in an effort to prevent disease. Stresses of shipping fish, and introducing them into new environments, puts a heavy strain on any live animals immune system, and problems can occur despite our best efforts and yours.

    Live Plant Guarantee

    Live plants from That Fish Place are covered under our limited Arrive Alive 5-Day Quality Guarantee. Our plants are guaranteed to arrive alive, ready to plant in your aquarium or pond, and survive for at least 5 days. No acclimation is necessary for aquarium or pond plants, however it is recommended that the plants be inspected upon arrival and gently rinsed to remove unwanted debris.

    In the unlikely event that any item in your live plant order arrives dead or dies within five (5) days after arrival, please notify the That Fish Place Livestock department immediately by phone at (877) 367-4377 or by email at livefish@thatpetplace.com. No claims will be honored if you have not contacted us within 5 days of receiving your shipments. Shipping and packing costs are not refundable.

    Shipments that are left exposed to detrimental weather conditions will not be covered by guarantee.

    If replacement of a lost plant is preferred to a refund, the customer is resposible for shipping costs of the replacement. Replacement plants are not covered under the 5-day Arrive Alive policy, any losses of replacement plants are the responsibility of the customer.

    Do not dispose of any lost plants without prior authorization from That Fish Place, as we may require proof of loss to honor a claim. A digital photo emailed to livefish@thatpetplace.com may be accepted as proof of loss. If you do not have access to a digital camera or email, you may be required to mail any lost specimens back to That Fish Place via US Mail. If you are asked to mail any portion back, please ensure that all specimens are properly and completely sealed inside a plastic bag within the mailing envelope. Your name and shipping address should appear on the outside of the envelope. Losses may be mailed to:


    That Fish Place
    Aquarium Livestock Department
    237 Centerville Rd.
    Lancaster, PA 17603