Best4Pets Live Arrival Guarantee
At Best4Pets, every shipment comes with our 100% Live Arrival Guarantee. If your order arrives with any dead-on-arrival (DOA) livestock or plants, we will issue a store credit equal to the value of the loss, which will never expire. Please note that all guarantees are subject to our discretion.
Our practical quarantine process ensures that the animals we ship are healthy and prepared to handle the stress of shipping. We ship thousands of packages each week and are proud to have an exceptionally high success rate. However, we recognize that issues can still occur, which is why we offer this Live Arrival Guarantee.
Important Details:
- Our guarantee applies only to the day of arrival. It is the customer’s responsibility to research the items they purchase to ensure a suitable environment for the animals to thrive.
- We are not responsible for incompatibility with tank mates. Proper water quality, diet, and tank maintenance are essential for the long-term health of your purchase.
Conditions to Qualify for Our Guarantee:
- Report any issues within 2-4 hours of delivery.
-
Photos Required:
- One photo of the unopened bag containing the dead livestock, with the bag tie facing down.
- A second photo of the dead livestock placed on the top of the thermocole box for easy counting.
- The guarantee is void if the first delivery attempt is missed. We are not responsible for losses due to missed delivery or incorrect shipping information.
- Forwarding of packages to a different address is not covered unless delivered the same day.
- Any extras included in your shipment are not covered by our guarantee.
Submitting Your Claim:
To submit your claim, please follow these steps:
- Issue Description: Clearly describe the issue (e.g., DOA livestock or plants, damaged items, sick livestock).
- DOA Livestock: Include the number of live fish or inverts from the affected pack. Note that extras in packs of schooling fish, shrimp, and snails are not covered.
-
Required Photographs:
- One photo of the unopened bag with dead livestock, with the bag tie facing down.
- One photo of the dead livestock on top of the thermocole box for counting.
- A photo of the packing label on the bag, showing the species name, count, and order number.
- For shrimp and small fish, include a photo of all items in the container for a live count.
- For unhealthy or damaged items, a photo in a specimen container or tank is sufficient.
Missing Items: If an item is missing, provide a clear picture of the packing slip and any received items showing the labels.
Note for Snails: Snails may take a few days to become active after shipment. Place them in a visible area of the tank and ensure they are right side up. If they do not move or the water starts to smell, inspect them immediately and contact us right away if they are not doing well. Please give them a few days before submitting an official claim.
Offers for Claims:
- Claim Assessment: Please allow time for our customer service team to review your claim. We will respond as quickly as possible (note: limited hours on weekends).
- Refunds: We do not offer refunds; instead, store credit will be issued to your account.
- Store Credit: Credits can be used for future purchases but do not cover shipping costs.
- Replacements: We can replace items that arrive DOA, but the customer is responsible for the shipping costs of replacements.
- Payment Method: Refunds cannot be issued to a different payment method.
- Shipping Charges: Shipping charges are non-refundable.
Return Policy:
We do not accept returns for any livestock, plant, or perishable items.