SHIPPING & LIVE ARRIVAL GUARANTEE

DSS Aquatics takes extensive precautions when preparing and shipping live fish, shrimp, snails, plants, and other aquatic livestock. Livestock is packed using appropriate bags, oxygen, insulation, cushioning, and seasonal temperature-control materials based on the species, shipment size, destination, and expected weather.

SHIPPING SCHEDULE

Standard livestock orders are shipped using UPS or FedEx two-day air service. DSS Aquatics selects the carrier based on the destination, expected transit conditions, weather, package requirements, and livestock safety.

Livestock is normally shipped Monday through Wednesday to reduce the possibility of weekend delays. Shipping dates may be changed when weather, carrier conditions, holidays, or other circumstances could place the livestock at unnecessary risk.

DSS Aquatics reserves the right to delay any livestock shipment when conditions are considered unsafe. Customers will be notified when a shipment must be rescheduled.

Customers are responsible for providing a complete and accurate delivery address and monitoring tracking information after shipment.

CUSTOM, PREMIUM & HIGH-VALUE LIVESTOCK

Custom orders and shipments containing premium, rare, large, or high-value livestock require guaranteed overnight delivery.

Shipping charges for these orders are calculated individually according to the destination, insulated-box dimensions, packed weight, livestock size, water volume, temperature-control materials, declared value, and any required signature service.

Additional declared-value or shipping coverage will be purchased up to the eligible purchase value when available under the selected carrier’s terms. This coverage does not guarantee reimbursement for livestock mortality, temperature exposure, stress, or other exclusions applying to live animals or perishable shipments.

The overnight shipping cost and applicable requirements will be disclosed before the custom order is finalized. DSS Aquatics will not ship a custom or high-value livestock order until the required shipping arrangements have been accepted and paid.

LIVE ARRIVAL GUARANTEE

Eligible livestock orders are protected by the DSS Aquatics Live Arrival Guarantee when all requirements below are followed.

The package must be accepted on the carrier’s first delivery attempt.

Someone must be available to retrieve the package immediately upon delivery.

The package must not be left outdoors, in direct sunlight, inside a vehicle, or in another uncontrolled environment after delivery.

The customer must follow all reporting and documentation requirements described below.

REPORTING A DOA

If any livestock is deceased upon arrival, contact DSS Aquatics at support@dssaquatics.com within one hour of the carrier’s recorded delivery time.

The claim must include:

A clear photograph or video showing the deceased livestock inside the original sealed shipping bag.

A clear photograph of the shipping label and tracking number.

Photographs of every side of the shipping box, especially any crushed, torn, punctured, wet, or otherwise damaged areas.

Photographs showing the insulation, packing materials, temperature packs, and the position of the bags when the box was opened.

The species and number of animals affected.

A description of the condition of the box, bags, water, and livestock when received.

If safely available, the temperature of the bag water or inside of the package when opened.

Customers should not delay necessary care for surviving livestock solely to obtain photographs. Photograph the affected sealed bag first, then promptly begin the appropriate acclimation or emergency-care procedure for any surviving animals.

PRESERVING EVIDENCE

Do not discard the shipping box, bags, insulation, temperature packs, packing materials, or deceased livestock until DSS Aquatics confirms that they are no longer needed.

The shipping carrier or shipping-insurance provider may request additional photographs, documentation, or an inspection of the original packaging.

Failure to preserve the package and its contents may prevent DSS Aquatics from pursuing a carrier claim and may affect eligibility under the Live Arrival Guarantee.

DAMAGED, OVERHEATED OR OVERCOOLED PACKAGES

Contact DSS Aquatics immediately if a package arrives crushed, punctured, wet, unusually hot, unusually cold, or otherwise appears to have been mishandled—even if some or all livestock is still alive.

Photos and video should be taken before the packaging is discarded. Visible package damage, abnormal bag-water temperature, leaking bags, or damaged insulation may help DSS Aquatics document improper carrier handling.

Fish that arrive alive but appear stressed are not automatically considered DOA. DSS Aquatics will provide reasonable acclimation and emergency-care guidance based on the circumstances.

CLAIM REVIEW AND RESOLUTION

Once a DOA claim has been reviewed and approved through the DSS Aquatics documentation process, the customer will receive one of the following:

A refund equal to the purchase price of the confirmed deceased livestock or affected item; or

A credit equal to the purchase price of the confirmed deceased livestock or affected item.

The resolution method will be determined by DSS Aquatics based on the circumstances of the claim and the requirements of the marketplace where the purchase occurred.

IMPORTANT: SHIPPING COSTS ARE NONREFUNDABLE

An approved DOA claim covers only the purchase price of the confirmed deceased livestock or affected item.

Original shipping, packaging, handling, insurance, declared-value coverage, and other transportation charges will not be refunded or credited.

DSS Aquatics does not provide replacement livestock with replacement shipping paid solely by DSS Aquatics.

If replacement livestock is available and the customer prefers a replacement, the approved DOA value may be applied toward the replacement livestock. The customer is responsible for all costs associated with the new shipment, including shipping, packaging, handling, insurance or declared-value coverage, and any required signature service.

The Live Arrival Guarantee does not cover aquariums, equipment, medications, lost breeding potential, lost profits, emotional value, or other direct or indirect expenses beyond the original purchase price of the confirmed affected livestock or item.

CARRIER CLAIMS AND SHIPPING INSURANCE

Carrier insurance, declared value, and third-party shipping protection are separate from the DSS Aquatics Live Arrival Guarantee.

Coverage for live animals, perishable goods, temperature exposure, carrier delays, and mortality varies by carrier, service, and insurance provider. The presence of insurance or declared value does not guarantee that livestock mortality will be reimbursed.

DSS Aquatics, as the shipper of record, will determine whether available evidence supports filing a carrier or shipping-insurance claim. The customer agrees to provide reasonable photographs, statements, and access to the original packaging when required.

A customer’s approved DSS Aquatics DOA resolution is not dependent upon the carrier first paying an insurance claim unless clearly disclosed before purchase.

EXCLUSIONS

The Live Arrival Guarantee may be denied when:

The claim is submitted more than one hour after the carrier’s recorded delivery time.

The package was not accepted or retrieved promptly on the first delivery attempt.

The package was left outdoors or in an uncontrolled environment after delivery.

The customer supplied an incorrect, incomplete, or undeliverable address.

The customer requested that a shipment be sent despite a DSS Aquatics weather hold or safety warning.

Required photographs or documentation are not provided.

The original packaging is discarded before DSS Aquatics releases it.

The livestock was alive upon delivery and subsequently died because of improper acclimation, unsuitable water conditions, aggression, untreated aquarium conditions, or other circumstances occurring after delivery.

The customer refuses reasonable cooperation needed to investigate the shipment.

RETURNS

Live fish, shrimp, snails, plants, and other aquatic livestock cannot be returned.

All livestock sales are final except for a refund, credit, or other resolution provided under an approved Live Arrival Guarantee claim.

AGREEMENT

By purchasing aquatic livestock from DSS Aquatics, the customer confirms that they have reviewed and accepted this Shipping and Live Arrival Guarantee.