Live Arrival Guarantee
We stand behind every fish we ship. Your fish will arrive alive and healthy — or we make it right.
Important — Please Read Before Purchasing
This Live Arrival Guarantee (D.O.A. Policy) must be followed exactly for a claim to be honored. Failure to document arrivals per the instructions below will void the guarantee.
Our Promise
Color Fin Aquatics guarantees that all live fish will arrive alive and in good health. In the rare event that a fish arrives dead on arrival (D.O.A.), we will replace the fish or issue store credit — provided the claim is submitted correctly and within the required timeframe.
Shipping Days
To ensure the safety of your fish, we ship live orders on Monday through Wednesday only using FedEx or UPS overnight service. This prevents fish from sitting in transit facilities over the weekend. Orders placed after Wednesday will ship the following Monday.
D.O.A. (Dead on Arrival) Policy
We define D.O.A. as fish that are deceased upon opening the shipping bag within 2 hours of delivery confirmation. To file a valid claim:
- Photograph or video the unopened bag(s) clearly showing the deceased fish.
- Email the documentation to Tomin.Karerakattil@gmail.com within 2 hours of delivery.
- Include your order number in the subject line.
- Claims submitted after 2 hours will not be accepted.
How to File a Claim
Document Immediately
Upon receiving your package, inspect the fish within 2 hours of delivery confirmation. Take a clear photo or video of the unopened bag(s) showing any deceased fish.
Contact Us
Email us at Tomin.Karerakattil@gmail.com within 2 hours of delivery with your order number, photos, and a brief description of what happened.
We Make It Right
Once we review your claim, we will offer either a replacement or store credit for the affected fish. We process all valid claims promptly.
What Is NOT Covered
- Fish that die after the 2-hour window following delivery.
- Fish lost due to carrier delay beyond our control (weather holds, etc.).
- Orders where the recipient was unavailable to receive the package on the first delivery attempt.
- Fish placed in an unprepared or uncycled aquarium.
- Orders shipped to non-lower-48 states.
Acclimation
Proper acclimation is critical. We recommend the float and drip method: float the sealed bag in your aquarium for 15 minutes to equalize temperature, then slowly add small amounts of your tank water to the bag over 30–45 minutes before releasing the fish. Never dump the shipping water into your tank.