Live Arrival & 3-Day Guarantee

Every fish, coral and invertebrate we ship is quarantined, hand-selected and packed for safe overnight transit. If something goes wrong, here is exactly how we make it right.

1. Live Arrival Guarantee (DOA)

Covers all shipped livestock, including Expert Only species.

  • Email us within 2 hours of the carrier's "delivered" time.
  • Include your order number, a clear photo and a video of at least 15 seconds of the fish on a flat surface. For corals, a clear photo within 12 hours of delivery.
  • Send it to sales@oceantoyou.com with the subject line "DOA".

2. 3-Day Guarantee

Covers fish, corals and invertebrates for 3 days after delivery (Expert Only species are not included).

  • Email us within the 3 days with your order number, a clear photo and a video of at least 15 seconds of the fish on a flat surface.
  • Include your aquarium's test results for ammonia, nitrite, nitrate and alkalinity.

How Claims Are Resolved

  • Approved claims receive store credit for the purchase price of the animal, which can be used toward a replacement or any other item.
  • Shipping charges are not refunded or credited.
  • Guarantees are per animal, not per order.

Requirements

  • Accept the package at the first delivery attempt. Do not refuse a package, even if it looks damaged or is leaking.
  • Acclimate properly: float the sealed bag 15-20 minutes, drip acclimate at least 30-60 minutes, and do not add bag water to your aquarium.
  • Keep the specimen until we approve your claim. Do not discard or return it.
  • Photos and videos must be clear; blurry or unclear media cannot be approved.

Not Covered

  • Orders picked up in store (guarantees apply to shipped orders).
  • Losses caused by carrier delays due to weather or mechanical issues, or by an incorrect shipping address.
  • Losses caused by tankmates, equipment failure or water-quality problems. We may decline a claim if your aquarium conditions are not suitable for the animal.
  • Expert Only species after the Live Arrival window.

Expert Only Livestock

These species require expert care and are covered by the Live Arrival Guarantee only. They are marked "Expert Only" on the product page:

  • Leopard Wrasses (all species)
  • Mandarins & Dragonets
  • Moorish Idol
  • Copperband and other specialized Butterflyfish
  • Anthias
  • Pipefish & Seahorses
  • Filefish
  • Ribbon Eels

Cancellations

Cancelled orders can be credited for up to one year, or refunded with a 20% restocking fee. Orders that have already been packed and scheduled to ship cannot be cancelled.

Collector's Vault Fish

Rare fish from The Collector's Vault have their own terms. Conditioned (7-Day Hold) Vault fish are covered if they arrive dead or die within 24 hours of delivery, with store credit; claims need your order number plus a clear photo and a video of at least 15 seconds of the fish on a flat surface. Direct (Save 15%) Vault fish are sold as-is with no guarantee. All tangs are sold Conditioned only. Vault fish ship for a flat $100 per order by FedEx Priority Overnight. Full terms: Collector's Vault Shipping & Guarantee.

Questions? Email sales@oceantoyou.com or call 713-724-0979. We respond within one business day (Monday to Friday).