Betta4u Betta Fish Live Arrival Guarantee

At Betta4u.com, we understand the importance of ensuring that your new Betta fish and other aquatic livestock arrive safely and in good health. Our 100% Live Arrival Guarantee is designed to provide you with peace of mind, knowing that if any issues arise during transit, you are covered. Here’s a detailed look at our Live Arrival Guarantee, including how it works, the conditions for qualifying, and the process for submitting a claim.

Understanding Our 100% Live Arrival Guarantee

What is Covered?

Every shipment from Betta4u.com is backed by our Live Arrival Guarantee. This means that if your order arrives with any livestock or plants that are dead on arrival (DOA), we will offer a refund for the exact cost of the item or provide store credit for the amount of the loss. The choice between a refund or store credit is at our discretion. This coverage does not include direct postage shipping to Sabah and Sarawak.

Quarantine and Health Checks

Before shipping, all our livestock undergo a practical quarantine to ensure they are healthy and ready to endure the stress of transit. Our extensive experience in shipping thousands of packages each week has resulted in a very high success rate for live arrivals. However, we recognize that issues can still occur, which is why our guarantee is in place.

Day of Arrival Coverage

Our Live Arrival Guarantee is valid only for the day of arrival. It is crucial for customers to research the care requirements for their new pets to ensure a suitable environment is ready for them. Ensuring compatibility with tank mates, maintaining high water quality, and providing a proper diet are essential responsibilities of the hobbyist to support the long-term health of the animals.

Conditions to Qualify for Our Live Arrival Guarantee

To qualify for our Live Arrival Guarantee, certain conditions must be met. This helps us manage claims efficiently and ensure the best possible service to our customers.

Notification Within 24 Hours

All claims must be reported to us within 24 hours of the package being delivered. This timely notification is critical for us to validate the claim.

Clear Photographic Evidence

• A clear photograph of the damaged, sick, or dead fish, invertebrate, plant, or dry good is required.
• For DOA claims, provide one photograph of the unopened bag containing the dead livestock with the bag tie facing down, and a second photograph of the dead livestock on top of the styrofoam box top for easy counting purposes.

First Delivery Attempt

Claims are void if the customer misses the first delivery attempt. If you miss the delivery and the package is delayed, we cannot accept responsibility for any losses.

Correct Shipping Information

It is the customer’s responsibility to provide accurate shipping information. We are not responsible for deliveries made to incorrect addresses provided by the customer.

No Forwarding of Packages

The shipment must be delivered to the correct address on the same day. Forwarding packages results in extra transit time and voids the warranty.

Exclusions

Extras sent with your order are not covered under warranty. 

Your negligence in receiving the parcel upon arrival that caused the unnecessary death.

Stress symptoms and minor fin damage are considered normal outcomes of the shipping process and do not qualify for claims or refunds. As long as the fish are not Dead on Arrival (DOA), these conditions are not grounds for compensation.

Submitting Your Claim

If you need to submit a claim under our Live Arrival Guarantee, please follow these steps:

Email Us

Send an email to betta48gallery@gmail.com with your order number in the subject line.

Describe the Issue

Clearly describe the issue in the email. Examples include DOA livestock or plants, damaged items, or sick livestock.

Provide Photographs

• For DOA livestock, include the required photographs: one of the unopened bag with the bag tie facing down and one of the dead livestock on top of the styrofoam box top.
• If the livestock or plant is just unhealthy or damaged, provide a photo in a specimen container or tank.

Missing Items

If an item is missing from your shipment, include a clear picture of the packing slip and any items received with labels visible.

Snails

Snails may take a few days to recover after shipment. Place them in a visible area of the tank and flip them right side up. If they show no signs of recovery or if the water starts to smell, inspect them and email us immediately.

Offers for Claims

Customer Service Review

Our customer service team will assess your claim and respond as soon as possible. Note that customer service hours are limited on weekends.

Refunds or Store Credit

We will offer you a refund for the exact cost of the item or store credit. Refunds are issued back to the original method of payment. Store credits are provided via email as a Betta4u.com gift card, which never expires. Please note that shipping charges are non-refundable.

Return Policy

No Returns on Perishables

We do not accept returns for any livestock, plant, or perishable items. If there is an issue with your purchase, reach out to us at betta48gallery@gmail.com for assistance.

Our Live Arrival Guarantee is designed to give you confidence in purchasing from Betta4u.com. By adhering to our guidelines and ensuring you provide the necessary information, we can swiftly address any issues and ensure you have a positive experience with your new Betta fish or other aquatic livestock.