SHIPPED LIVESTOCK ACCLIMATION & DOA POLICIES

Aquarists Across Canada (AAC) will guarantee that your shipped livestock will arrive alive and thrive.

  1. We offer a Conditional Dead On Arrival (DOA) Guarantee.
  2. We offer a thrive guarantee, this is beyond arrive alive, we guarantee your fish (inverts not included) will also thrive. As far as we know, no one else in the business matches this guarantee.
  3. We will not knowingly ship a fish that is unhealthy.

The Details

1) DOA Fish

 

  • * 100% to a maximum of $75.00: Standard refund/credit for any DOA fish unit priced $149.99 or less on approved claims or replacement of fish at AAC discretion.
  • * 50% to a maximum of $100.00: Standard refund/credit for any DOA fish unit priced $150.00 to $399.99 on approved claims or replacement of fish at AAC discretion.
  • * 30%: Standard refund/credit for any DOA fish unit priced $400.00 or more on approved claims or replacement of fish at AAC discretion.
  • * In order for the guarantees to be valid, you must sign for the package within 4 hours of the package being ready for pick up.
  • * If there is a DOA, please email a 5 second video of the animal/fish in the bag before opening and a 5 second video of the animal out of the bag to creatures2010@gmail.com. Failure to provide this info may result in denied claim. We may accept photos, but if the fish is pricey send a video.
  • * Send in your claim as soon as remaining fish are put away. Claims submitted more than 8 hours after delivery / pick up may be not be considered DOA, and may be refunded at 50% of the claims standard refund/credit see point 2) Thrive Guarantee below. The time stamp on the email will be used as a time guide of DOA submission.
  • * Qualifying DOAs will receive a full refund including taxes, but excluding shipping. In the unlikely event that DOA losses exceed 50% of the order value, and claim is properly documented with videos as requested, 50% shipping refund will also accompany the refund. 
  • **As an alternative, if you wish and we agree we will replace the fish at no charge, free shipping one time. No further claims can be on the order, regardless of the condition of the replacement fish. This option is not available for every mortality, and is generally reserved for a total loss shipment, usually one or two expensive fish. This option may be presented by either party but must be agreed upon by both AAC and you the customer. 
  • As far as we know, no one else in the business matches this guarantee.
  • * See acclimation guide below

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    1a) DOA Inverts (Snails, Shrimps etc)

     

  • * 100% Refund for the DOA on approved claims.
  • * In order for the guarantees to be valid, you must sign for the package within 4 hours of the package being ready for pick up.
  • * Due to the sensitivity of inverts, we guarantee that they will arrive alive in the bag upon delivery.
  • * Guarantee is void once the bag has been opened or invert(s) have been introduced to the aquarium.
  • * Acclimate you inverts slowly, see guide below.

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    2) Thrive Guarantee

  • * 50% of Standard refund amount(s) for approved fail to thrive claims. See point (1) above for Standard amounts.
  • * In the event the fish does not survive 5 days, email us a 5 second video with the fish placed in a clear glass of water, or other method that clearly shows lifeless.
  • * Qualifying mortalities that died on day 2 thru day 5 will receive a refund or gift card if refund is more than $50 for for the animal/fish, shipping excluded. There is no shipping refund on, Invert claims or Thrive claims.

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    3) Healthy Fish Only

  • * ICH - We will never ship a fish that is unhealthy, but on occasion a fish can harbor ICH with no symptoms. Shipping fish is stressful on them and if harboring ICH an out break can happen, this is part of fish keeping. Special considerations for ICH prone fish like loaches and other scale less fish should be taken when ordering these fish. If you do not have ich meds at home ask us we will likely have some. Inspect these fish closely, in the bag and before placing in your tank. You should always be ready for an ICH outbreak, especially after a new fish purchase. ICH is not a mortality, and therefore not part of the guarantee. It is advisable to Quarantine new fish regardless of where you purchased them if possible, due to shipping stress.

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    Airline/Courier delays must be dealt with the airline.

    If the package is damaged, please accept delivery, and note the damage on all copies of the air waybill, take picture. We (you and AAC) will work out the details and damages with the carrier. 

    Shipping costs cannot be refunded.

    If you have any questions please don't hesitate to contact us anytime :)

     

    Acclimation

    Supplies:

    ·       Net

    ·       Empty Bucket

    ·       Scissors

    ·       Camera

    ·       Inverts: Clear specimen Container

    ·       Inverts: Ammonia Neutralizer

    ATTENTION RECEIVER  ACCLIMATION PROCEDURE

    Fish shipped is different than getting fish at your local fish store, here is why:

    • Shipped fish have been in the bag much, much longer than picking up at your local store. The total ammonia (NH3 & NH4) levels in the bag can get quit high from fish breathing, but the CO2 produced by the fish lowers the waters ph. This converts the total ammonia (NH3 & NH4) to the non toxic form (NH4). Opening the bag releases the CO2 and causes the water PH to rise instantly. This converts the non toxic ammonia form (NH4) to the very toxic form (NH3). Thus we recommend getting the fish out of the opened bag ASAP as followings:

    For Freshwater fish (not inverts): 

    1. Inspect Fish while still in the bag. (may be double bagged, remove outer bag only to inspect better).
    2. Look closely at the fish If you see any mortalities take a picture with camera/phone while in the bag.
    3. Turn off Aquarium lights
    4. NOTE: Only float the closed bag 5-10 min in aquarium if water in the bag is very cold, otherwise skip this step and proceed. Fish become hyperactive and use more oxygen when exposed to bright light and warm up.
    5. Set a net over a bucket, cut bag open with scissors and immediately pour through the net into the bucket. Transfer netted fish directly into you tank. Do not pour the shipping water into your tank.
    6. If no net or spiny fish (Cat Fish) allow almost all water out the bag into bucket and pour fish direct from bag in to aquarium, a small amount of bag water in your aquarium is fine.
    7. If you want to perform a drip acclimation, you must use an ammonia remover/neutralizer in the bag upon opening. See back Side Inverts ****IF you have any DOAS see website instructions****

    For freshwater Inverts: 

    1. Inspect Inverts while still in the bag, look closely at the Inverts
    2. If you see any mortalities take a picture with camera/phone while in the bag.
    3. Turn off Aquarium lights
    4. NOTE: Only float the closed bag 5-10 min in aquarium if water in the bag is very cold, otherwise skip this step and proceed.
    5. Add appropriate dose of ammonia remover/neutralizer/detoxifier (for amount of water in the bag about 1 liter) into a specimen container. If you do not have ammonia remover check your water de-chlorinator, this may include it like Seachem's prime. If still no ammonia remover proceed without, inverts typically do not produce much ammonia we are being uber cautious.
    6. Cut bag open Invert bag and pour into a specimen
    7. Add 1/2 cup of your aquarium water every 5 min until shipping water is doubled.
    8. Carefully pour/remove 1/2 of the water from the specimen container.
    9. Repeat step 6 a second time.
    10. Set net over bucket
    11. Pour Inverts through net and transfer to your aquarium.