Shipping Method: We will provide specialized packaging and fast shipping methods to minimize stress on the fish during transit and increase the chances of a successful delivery.

Guarantee Duration: The live arrival guarantee will be applicable for ONE HOUR after the fish's arrival.

Proper Acclimation: It's important to follow the acclimation instructions provided by us when introducing the fish to their new environment. Failure to follow these guidelines may void the live arrival guarantee.

Photographic Evidence: In all cases, we will request photographic evidence of the deceased fish within the specified time frame to process any claims. This helps us to assess the situation and offer appropriate solutions.

Replacement or Refund: If the fish does not survive despite following the guidelines and within the guarantee period, the We will offer a replacement fish or a refund for the purchase price. 

• All claims must be brought to our attention within 02 hours of the package being delivered. (Please follow the instructions provided below)

• A clear photograph of the damaged, sick, or dead fish is required.

• Please provide one photograph of the unopened bag that contains dead livestock with the bag tie facing down as well as a second photograph of the dead livestock on top of the styro box top for easy counting purposes.

• Livestock claims are void if the customer misses the first delivery attempt.

• Any extras that are sent are not covered under the guarantee.

• If you miss the delivery and the package is delayed a day or more because of it, we cannot accept responsibility for any losses. It is the customer’s responsibility to check the tracking number for delivery. Tracking numbers are provided in order shipment notification emails.

• It is the responsibility of the customer to provide us with the correct shipping information. We can not be held responsible for deliveries made to the address that was provided to us if that address was incorrect.

• The shipment must be sent to the correct delivery address, and not forwarded to another address unless still delivered the same day. Forwarding of packages results in an extra day or more in transit.

1. Email westvirginiacichilds@gmail.com i with your order number in the subject line.

2. Please note what the issue is. Examples include: DOA (Dead on Arrival) livestock, damaged livestock or sick livestock.

3. For DOA livestock please also note how many live fish or inverts you have from the pack that contains the DOA in the email. We do send extras in most schooling fish so there is a chance you may be covered, (Extras are not covered under our guarantee).

4. Please provide one photograph of the unopened bag that contains dead livestock with the bag tie facing down as well as a second photograph of the dead livestock on top of the styro box top for easy counting purposes. Providing a picture of the packing label on the bag is also helpful so we can ensure we are covering the correct livestock or plant that was shipped. For small fish, please also send a photo of the entire stock that was sent in a container so a live count can be done on all that was shipped. If the livestock is just unhealthy or damaged, a picture in a specimen container or tank is sufficient so we can clearly see the issue with the livestock.

5. If an item is missing from the shipment please let us know what was missing along with a clear picture of the included packing slip and any items you did receive that shows the labels.