LIVE FISH GUARANTEE POLICY

Goldfish Utopia only the finest aquatic livestock available. We import our animals from the finest collectors around the world, hold them in our facility, and hand pick each and every specimen for quality. We ship our livestock using the most advanced methods available, under the supervision of our experienced staff members. For these reasons we are confident in giving our customers the following guarantee on all livestock purchases.

Goldfish Utopia will guarantee your livestock purchase to both arrive alive to your door. In the event of any loss, Goldfish Utopia will refund the full purchase price of any animals lost shall a claim be made within six (6) hours of arrival.

• Guarantee does not cover any shipping or handling charges.
• If replacement of a lost animal is preferred to a refund, the customer is responsible to pay shipping for the replacement animal. Replacement livestock is not covered under this policy, any losses of replacement animals are the responsibility of the customer.

TERMS AND CONDITIONS

Your shipment must be received IMMEDIATELY upon delivery by our courier. If you are not home to receive your shipment on its first delivery attempt this guarantee is voided.

You MUST accept ALL shipments sent to you under any and all circumstances. Any refused shipment will disqualify you from any future livestock purchase from Goldfish Utopia. Additionally, you will be held responsible to pay for the refused shipment. Any damage noted to the exterior of a delivered package must be immediately reported to the delivery person at the time the package is accepted. Failure to report damage at the time of delivery will void our conditional guarantee. Goldfish Utopia will handle all delay and/or damage claims directly with the courier company.

Only next-day-delivery shipments are guaranteed.

All livestock received must be acclimated. Even if you think an animal is deceased you must attempt to acclimate it. Stress caused by shipping can often cause many animals to appear to be lifeless in their bags when in fact they can be revived by proper acclimation techniques.

The animal must not exhibit any signs of physical trauma, such as torn fins, scratches or other wounds.

CLAIMS

In the unlikely even that you suffer a loss during shipping, Goldfish Utopia will require proof of loss to process any claims. DO NOT discard of any lost livestock without contacting us first and receiving authorization to do so; Simply put the animal in a plastic bag and freeze it until further notice. You must notify Goldfish Utopia immediately after suffering a livestock loss.

Notify us by email at sales@goldfishutopia.com or by phone at 877.687.1555. No claims will be honored if you have not contacted us within six (6) hours of receiving your shipment – NO EXCEPTIONS!

A digital picture emailed to sales@goldfishutopia.com can be accepted as proof of loss.