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| Home : Shipping : Live Fish Guarantee |
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| Please Choose:
Live Fish Guarantee
Live Rock Guarantee
Live Plant Guarantee |
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LIVE FISH GUARANTEE POLICY
That Fish Place ships only the finest aquatic livestock available. We import our animals from the finest collectors around the world, hold them in our state of the art facility, and hand pick each and every specimen for quality. We ship our livestock using the most advanced methods available, under the supervision of our staff Marine Biologists. For these reasons we are confident in giving our customers the following guarantee on all livestock purchases (excluding those on our restricted species list).
That Fish Place will guarantee your livestock purchase to both arrive alive to your door, and stay alive for five days. In the event of any loss, That Fish Place will refund the full purchase price of any animals lost during this five day period.
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- Guarantee does not cover any shipping or handling charges.
- Guarantee only valid if 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 to pay shipping for the replacement animal. Replacement livestock is not covered under this policy, any losses of replacement animals are the responsibility of the customer.
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TERMS AND CONDITIONS
Your shipment 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 voided.
You MUST accept ALL shipments sent to you under any and all circumstances. Any refused shipment will disqualify you from any future livestock purchase from That Fish Place. Additionally, you will be held responsible to pay for the refused shipment. Any damage noted to the exterior of a delivered package must be immediately reported to the delivery person at the time the package is accepted. Failure to report damage at the time of delivery will void our conditional guarantee. That Fish Place will handle all delay and/or damage claims directly with the courier company.
Only next-day-delivery shipments are guaranteed.
All animals received must be acclimated properly according to the That Fish Place Acclimation Procedures. Even if you think an animal is deceased you must attempt to acclimate it. Stress caused by shipping can often cause many animals to appear to be lifeless in their bags when in fact they can be revived by proper acclimation techniques.
The animal must not exhibit any signs of physical trauma, such as torn fins, scratches or other wounds.
Your tank must be in good condition and your water quality must meet our That Fish Place standards: |
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Saltwater
Ammonia – 0 ppm
Nitrites – 0 ppm
Nitrates – <30 ppm
pH – 8.2 to 8.4
Specific Gravity – 1.020 to 1.024 |
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Freshwater
Ammonia – 0 ppm
Nitrites – 0 ppm
Nitrates – <50 ppm
pH – 6.5 to 7.5
pH (African Cichlids) 7.8 to 8.5 |
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CLAIMS
In the unlikely even that you suffer a loss during shipping or within the 5-day Guarantee period, That Fish Place will require proof of loss to process any claims. DO NOT discard of any lost livestock without contacting us first and receiving authorization to do so; Simply put the animal in a plastic bag and freeze it until further notice. You must notify the That Fish Place Livestock department immediately after suffering a livestock loss.
Notify us by email at livefish@thatpetplace.com or by phone at (877) 367-4377. No claims will be honored if you have not contacted us within 5 days of receiving your shipment – NO EXCEPTIONS!
A digital picture emailed to livefish@thatpetplace.com can 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. 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 deceased animal. Your name and shipping address MUST appear on the OUTSIDE of the mailing envelope. Losses may be mailed to:
That Fish Place
Aquarium Livestock Department
237 Centerville Road
Lancaster, PA 17603 |
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SUGGESTIONS
That Fish Place highly recommends the use of a quarantine tank for all new purchases. We do our best to make sure that we are sending the healthiest possible livestock to 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 animal\u2019s immune system, and problems can occur despite our best efforts and yours.
If you suffer a loss after the acclimation period and your loss occurs outside of our normal office hours (weekends or holidays) please do not worry, 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.
Please DO NOT return deceased specimens without specific authorization by That Fish Place. If you do not receive an e-mail or call from us within 7 days from the date of shipment to authorize a return simply discard the deceased animal. Should you have any suspicions of mishandling of your shipment by the courier, open the box in front of the delivery person and have him/her note any applicable damage before leaving. Please report any damage to our livestock department. |
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