Live Arrival Guarantee Policy

At TropicsTankmate, we are passionate about providing healthy, high-quality, and affordable aquatic livestock to hobbyists of all experience levels. Every fish we ship reflects our commitment to excellence, care, and customer satisfaction.

To ensure confidence with every purchase, we proudly offer a Live Arrival Guarantee (LAG) on all eligible livestock shipments.

In the rare event of a D.O.A. (Dead on Arrival), claims will be honored if the following requirements are met:

• D.O.A. claims must be submitted within 2 hours of the first delivery attempt shown by the carrier.
• Clear video of the unopened bag(s) must be provided if the deceased livestock is visible before opening.
• After opening the package, remove any deceased livestock and take clear photos next to the shipping label attached to the package.
• Email all photos and order details to: trtropics.tankmate@gmail.com
  

Our Live Arrival Guarantee will be void under the following conditions:

• Packages left outdoors or unattended for extended periods during extreme weather conditions.
• Delivery delays caused by the carrier or packages held at the post office after the first delivery attempt.
• Incorrect shipping addresses provided by the customer.
• Free or bonus livestock included with an order are not covered under the D.O.A. policy.

We appreciate your trust in TropicsTankmate and are committed to making your fishkeeping experience enjoyable and successful.