Arrive Alive Guarantee
We know how important it is for your new fish to arrive safe and healthy. That’s why we proudly offer our Arrive Alive Guarantee on every live shipment.
Our Promise
Every fish we ship is carefully packed and sent with the highest level of care. If for any reason your fish does not arrive alive, we’ll make it right with a credit or replacement (see details below).
How We Ship
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All orders are packed with insulated materials and heat/cool packs when needed.
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We only ship Monday–Tuesday (excluding public holidays) to avoid weekend delays.
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Shipments are sent using The Courier Guy.
What We Need From You
To keep our guarantee valid, please:
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Be available to receive your package on the first delivery attempt.
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Take 2 clear photos and a video of the fish in the unopened bag within 2 hours of delivery if there’s a loss.
Refunds & Replacement
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If a fish arrives DOA (dead on arrival), you’ll receive either a store credit or replacement.
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Shipping fees are non-refundable.
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If a replacement is requested, the customer is responsible for shipping costs on the replacement order.
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We do not do returns or exchanges.
What’s Not Covered
Our Arrive Alive Guarantee does not apply if:
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The carrier is unable to deliver on time due to weather, address issues, or missed delivery or unforeseen courier delays.
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Extreme temperatures prevent safe shipping and you choose to proceed.
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Loss occurs after the fish has been removed from the original bag.
Agreement
By placing an order with Dramatic Fins (PTY) LTD, you agree to the terms of this Arrive Alive Guarantee Policy.
Our Commitment
We love our fish just as much as you do, and we want your experience to be stress-free and enjoyable. If you ever have a question or concern, we’re here to help.
072 109 0858