Live Arrival Guarantee

Guarantee

Seahorse Savvy takes great pride in ensuring our livestock are packaged in the best possible manner and arrive happy and healthy to you. Rest assured, we have been breeding and shipping our livestock for 10+ years and have very high success rates. It is extremely uncommon for livestock to not arrive well.

We have a Live Arrival Guarantee

Please unpack and acclimate your new fish, corals and livestock as soon as you receive your order. In the unlikely event you receive your livestock DOA (Dead On Arrival) or you have concerns with how something arrived please do the following:

1. Contact us right away via email orders@seahorsesavvy.com. We must hear from you and receive a photo within two hours of delivery of your order. Two hours is two hours from the time UPS tracking says your order was delivered.
2. Please email us a photo of deceased animal to orders@seahorsesavvy.com. We need a photo inside the unopened bag and a photo of the animal outside of the bag within two hours of delivery of your order. We do not receive text messages, email only please.

If you qualify for our Live Arrival Guarantee we will either put a replacement credit on file or put a livestock credit on file for the livestock that arrived DOA to be used on a future order. No refunds. You are responsible for the shipping cost of your replacement. Shipping costs are nonrefundable. Livestock credits expire one year from when they were issued.

No livestock credits or refunds will be provided without photos of deceased animal within guarantee time.

Sorry, no returns. This is for Bio-security reasons at our hatchery and to ensure the well-being of the livestock since most individuals are not setup for proper shipping for livestock.

Unpacking and acclimating your new livestock right away is important. They can not be left out in the weather. Please make sure someone will be home to receive and acclimate your livestock upon arrival. Orders can be held for up to a week from the time they are placed. If you need a certain delivery date please reach out to us and we can help arrange this for you. Thank you.

When ordering, please make sure your schedule allows for flexibility with recieving your livestock. Shipping delays are very uncommon but they can occur and livestock needs to be able to be received and acclimated as soon as they arrive, especially when uncommon shipping delays occur. We package our livestock considering shipping delays are possible and most of the time this does not cause any issues with livestock not arriving well with our packaging. We recommend following our same acclimation instructions even if there were a shipping delay with the order. 

 

Exceptions that void our Guarantee:

-Seahorse Savvy is not responsible if there is an error in the provided shipping address. Changing your shipping address with UPS or any shipper can cause additional delays.

-Package must be delivered on the first delivery attempt. Please make sure you are home to receive your order. If delivery is not made on the first attempt this voids our guarantee.

-Please follow our acclimation guide. Failure to do so voids our guarantee.

-Seahorse Savvy is not responsible for weather related shipping delays or FedEx/UPS shipping malfunctions.

-If you refuse or do not pickup a shipment within two hours of delivery for any reason our guarantee is void and you are not eligible for a refund or livestock credit.

Picking up shipments at a FedEx/UPS Hold Facility/Ship Center

We are happy to ship your order as a "hold for pickup" at a FedEx/UPS authorized Ship Center. This is a great option for those who live in areas with end of day delivery guarantee. This also often lessens handling since your livestock does not have to ride on a delivery truck to arrive to you.

*When picking up your order at a FedEx/UPS hold facility you must pickup your order within two hours of it being made available for pickup and before noon. Failure to do so voids our live arrive guarantee.  It is very important to pickup your livestock right away and acclimate them as soon as you receive your order. Any extra time in the box is unnecessary stress for the animals. 

Shipping your livestock as a hold for pickup needs to be setup with us before your order is placed. Please do not call UPS or a shipper after we generate the label and ship. This automatically causes a day delay with delivery and voids our guarantee. We are happy to help set this up for you ahead of time.

We do not guarantee the sex, color or markings of a seahorse.

We try our very best to send you the requested sexes. It can take a year or longer to be able to sex a seahorse and is not something we can guarantee. The color of a seahorse is not fixed and can change based on surroundings, diet, lighting, stress, mood, and other unknown factors. Markings can also change with age. We are happy to help make some suggestions on how to encourage your seahorses to display their best colors.

*Please make sure your saltwater aquarium is cycled before adding your seahorses.  If you have any questions about cycling your aquarium please contact us. Please also make sure your water chemistry is within the recommended parameters before adding your seahorses. See our Seahorse Care page for recommended parameters.

We do not guarantee the sex, color or markings of fish, corals or livestock. We do not guarantee fish and corals will be compatible with each other. Please ask questions if you are unsure of compatibility. Coral and fish color vary based on lighting and other factors, they may look different in your aquarium compared to our photos.