3-Day Live Guarantee

Guarantee overview

Blue-Eyed Clowns offers a 3-day live guarantee for eligible live clownfish orders. The guarantee begins when the carrier marks the shipment delivered and runs through the first 3 calendar days after delivery.

The guarantee is designed to support customers when a covered fish arrives dead, arrives visibly unhealthy, or declines within the guarantee window due to a covered shipping or pre-existing health concern.

What is covered

For eligible orders, the 3-Day Live Guarantee may cover:

• a clownfish that is dead on arrival;
• a clownfish that arrives visibly distressed or injured;
• a clownfish that does not survive the first 3 days after delivery despite proper acclimation and aquarium conditions; and
• covered shipping concerns that directly affect the health of the delivered fish.

How to qualify

To keep guarantee coverage in place, please:

• provide a complete, accurate shipping address before the order ships;
• be available to receive the shipment on the first delivery attempt;
• inspect the box and livestock as soon as the package arrives;
• follow the acclimation instructions provided with your order or on our site;
• place the fish only into a mature, stable, saltwater aquarium with appropriate water quality and compatible tankmates; and
• contact us within the claim windows below if there is a concern.

Claim timeframe

For dead-on-arrival concerns, contact us within 2 hours of the carrier delivery scan whenever possible. Please photograph the fish in the unopened shipping bag before acclimation or disposal.

For issues during the rest of the guarantee period, contact us as soon as you notice a problem and no later than the end of the third calendar day after delivery. Waiting to report a problem may limit what we can verify or offer.

Required proof

We may ask for clear photos or video so we can review the claim fairly. Helpful proof includes:

• photos of the unopened shipping bag for dead-on-arrival claims;
• photos or video of the fish and its condition;
• photos of the shipping box and label if the package appears damaged or delayed;
• delivery time, acclimation steps, and when symptoms were first noticed;
• current aquarium water parameters, including temperature, salinity, pH, ammonia, nitrite, and nitrate when available; and
• any other details we reasonably need to evaluate the claim.

Please do not discard the fish, shipping bag, or packaging until we confirm next steps.

What is not covered

The guarantee may not apply when loss or decline is caused by:

• an incorrect or incomplete shipping address;
• a missed first delivery attempt, package refusal, or customer-requested reroute;
• failure to report a concern within the required claim window;
• improper acclimation, unstable water quality, or an unsuitable aquarium;
• aggressive or incompatible tankmates;
• discarding the fish or packaging before we can review required proof;
• events outside the eligible fish order, including other livestock, equipment, or aquarium losses; or
• carrier disruptions, weather events, or other circumstances outside our control when they prevent safe or timely delivery after the shipment leaves our care.

Remedy options

Approved remedies may include a replacement fish, store credit, refund, or another solution that fits the situation. Remedy availability depends on livestock availability, order details, weather, carrier conditions, and our review of the claim.

Shipping charges, replacement-shipping costs, optional services, and non-livestock losses may be excluded unless we state otherwise in writing.