Live Arrival Protection

What is Live Arrival Protection?

Live Arrival Protection is an optional add-on you can purchase at checkout to help protect your order of live fish and invertebrates from carrier delays or lost packages events. This is a store-administered protection plan, not an insurance policy, and is governed solely by the terms on this page.

When you add Live Arrival Protection to your cart, we agree to provide additional remedies beyond our standard Live Arrival Guarantee if there is an issue with your shipment.

What Live Arrival Protection Covers

If you purchase Live Arrival Protection and all conditions below are met, you may be eligible for:

• Replacement livestock on a future order or

• Store credit for the livestock and shipping costs.

Live Arrival Protection covers:

1. Carrier delays causing DOA

   • When the carrier (UPS/FedEx, etc.) delays your shipment in transit beyond the original scheduled delivery date/time and livestock arrive dead on arrival.

2. Lost packages

   • When the carrier confirms the shipment as lost or undeliverable and the package never arrives.

What Live Arrival Protection Does Not Cover

Live Arrival Protection does not cover:

• Issues caused by incorrect or incomplete shipping address provided by the customer.

• Missed delivery attempts due to no one being available to receive the package.

• Packages left outside for extended periods after delivery (heat, cold, or sun exposure).

• Problems arising from acclimation or general tank conditions after the fish/inverts leave the shipping bags.

• Deaths occurring after the 2-hour DOA reporting window or after acclimation.

• Shipments during severe or extreme weather events where we have recommended delaying or rescheduling and the customer chooses to proceed.

• Any order where Live Arrival Protection was not purchased at checkout.

Remedies Under Live Arrival Protection

If your claim is approved, we will provide one of the following, at our discretion:

• Store credit for the value of the affected livestock, up to the amount you paid, and in some cases

• Store credit or coverage of shipping on a future replacement order.

We do not guarantee immediate reshipment of the exact same species or size, as availability can change. Store credit can be used toward any eligible livestock on a future order.

How to File a Live Arrival Protection Claim

If you believe your order qualifies under this policy:

1. Email us at discoveraquaticsshop@gmail.com with:

   • Your full name

   • Order number

   • Tracking number

   • Date and time of delivery

   • Description of the issue

2. Attach clear photos showing:

   • The unopened shipping bag(s) with the fish/inverts inside

   • Close-up of the affected fish/inverts (inside the bag)

   • Additional photos outside the bag if requested

3. Submit all information within 2 hours of the delivery time shown on the carrier’s tracking.

We review all claims as quickly as possible and typically respond within 1–2 business days with next steps or a resolution.

Standard Live Arrival Guarantee (Without Protection)

Orders placed without Live Arrival Protection are still covered by our standard Live Arrival Guarantee, which may provide store credit for livestock only (excluding shipping) under more limited conditions. Live Arrival Protection expands your coverage and may include shipping credit or additional remedies for carrier delays and lost packages.

We may update this policy from time to time. The version in effect at the time of your order will apply to that order. By purchasing Live Arrival Protection, you agree to the terms outlined on this page.

If you have any questions about how Live Arrival Protection works or whether it makes sense for your order, please contact us before placing your order.