Keeping fish over the years, we realize the worst feeling is being excited for a fish order to arrive only to be disappointed when things go south. At QT Reef we work hard to provide high quality marine fish and a great experience for all of our customers. When ordering with us, we are proud to offer an easy solution for those times when things just don’t go right. So no worries, we have you covered with the QT Reef Arrive and Stay Alive Guarantee.
If a fish does not arrive alive and stay alive for 72 hours after delivery, just email us a clear picture of each side of the fish with the packing slip. That’s it! You will quickly receive an email response after the team has reviewed your loss request.
To send a loss request click here.
Policy Rules:
- Two clear photos of each side of the individual fish with the packing slip must be sent to the email above with the date and timestamp within 72-hours of delivery. The packing slip must be in both pictures with the fish. This is required to process your loss request.
- The refund will be issued as store credit for the purchase price of the lost fish only. This will not include shipping cost.
- Store credit is valid for one year and may be used to purchase a replacement fish, or anything else that is available on our site.
- Shipping cost on replacement fish is not covered.
- We do not cover casualties due to improper husbandry, aquarium malfunctions, or aggressive tank mates. Obvious signs of trauma or harassment such as bite marks, shredded fins, etc. will not be credited. Please use an acclimation box to help your fish and other tank mates become comfortable with each others presence.
- Please be home to accept your fish upon arrival and be sure to provide an accurate shipping address. We will not issue credit for orders that were refused, failed delivery on the first attempt, or sent to a incorrect given address.
- If you have concerns about your fish after the first 72-hrs don’t hesitate toreach out. We are always available to help.
Clickhere if you have a question or need to file a claim.
