Beyond Our Control

Carrier delays

We ship exclusively with trusted carriers and choose services designed for live animal transport. However, once a package leaves our facility, the carrier is responsible for transit. We cannot control:

• Missed flight or truck connections at sorting hubs.
• Mechanical breakdowns of delivery vehicles.
• Staffing shortages or labor disputes affecting carrier operations.
• Misrouted packages or incorrect scan events.
• Deliveries attempted to the wrong address despite correct labeling.

In the event of a carrier-caused delay that results in animal loss, we will review the claim on a case-by-case basis. However, our standard DOA guarantee time window (2 hours from delivery) may not apply if the delay caused death before delivery.

Weather events

Weather is the single biggest risk factor in live animal shipping. We monitor conditions closely and hold shipments when necessary, but unexpected weather can still impact packages in transit:

• Extreme heat — Temperatures inside delivery trucks and warehouses can exceed 100°F even with insulation and cold packs.
• Extreme cold — Sub-zero temperatures can overwhelm heat packs, especially if a package sits in an unheated sorting facility overnight.
• Severe storms — Hurricanes, blizzards, ice storms, and tornadoes can close airports, roads, and delivery hubs with little notice.
• Flooding and power outages — These can disrupt both carrier operations and our own facility if they occur before shipment.

If weather causes a loss, we will do our best to work with you on a fair resolution, but we cannot guarantee outcomes when nature intervenes.

Power outages

Extended power outages at our facility can disrupt life support systems, packing operations, and communication. While we have backup systems in place, prolonged outages may force us to delay shipments or cancel orders to protect animal welfare.

Natural mortality risks

Live animals, like all living things, can die from causes that are not preventable, detectable, or attributable to care:

• Undiagnosed congenital defects or internal organ failure.
• Latent infections or parasites that activate after the stress of shipping.
• Age-related decline in wild-caught specimens of unknown age.
• Sudden, unexplained mortality despite perfect water parameters and care.

These events are tragic but normal in the hobby. Our guarantee covers arrival condition, not every possible cause of death after the animal is in your care.

Stress-related color loss & behavior changes

It is completely normal for animals to change appearance or behavior after shipping and acclimation:

• Fish may lose color, hide, or refuse food for 24–72 hours after arrival.
• Corals may retract polyps, slim, or pale for several days while adjusting to new lighting and flow.
• Invertebrates may burrow, close up, or become less active while exploring a new environment.

These are signs of stress, not illness or poor health. They are not grounds for DOA claims, replacements, or refunds. With proper care, most animals recover fully within a week.