When you shop at oceantoyou.com, you can do so with complete confidence. Each purchase is backed by the O2U team's promise to ensure the well-being of your animals and the satisfaction of your order. Simply send us a video of the saltwater fish that arrived dead within 2 hours of delivery, or a photo of the O2U coral within 12 hours.
Please email us a clear image AND video (minimum of 15 seconds) of the deceased Saltwater Fish within two hours of the UPS delivered time. Make sure to place the fish on a flat surface while capturing the image and video.
If the fish appears to be breathing heavily or acting unusually after being moved from the bag to your aquarium, please capture a video of the fish for at least 30 seconds. Send it to sales@oceantoyou.com on the same day it arrives, using the subject line "DOA" and include your order number. Also, make sure to include the test results from your tank, specifically the levels of nitrates, ammonia, nitrite, and alkalinity. If the specimen is deceased, ensure that the fish is positioned on a flat surface when taking the DOA photo and video. Not doing this will nullify the guarantee.
Please make sure that the images and videos are of good quality. Blurry or unclear photos will result in the guarantee being voided.
Do NOT throw away or return the specimen without O2U's approval, as doing so will void the guarantee.
Also, do NOT refuse delivery if the package is leaking or seems damaged, as this will also void the guarantee.
The guarantee is applicable only to shipped items, not for local pickups. We reserve the right to void your guarantee if we determine that your tank does not provide suitable conditions to keep your animals alive and healthy.
Any cancellations of orders will be credited for up to one year or refunded with a 20% restocking fee. However, orders that have already been packed and scheduled cannot be canceled.
If your newly added livestock does not survive within the guarantee period, we will provide you with a store credit. Losses resulting from UPS delays caused by weather or mechanical issues may not be covered by our guarantee. Please note that we do not cover shipping costs for credited livestock. Additionally, we are not liable for any incorrect addresses given by the buyer. Rest assured, we will do everything possible to resolve any issues!
For any questions or submissions regarding the DOA policy, please email sales@oceantoyou.com using the subject line "DOA" and include your order number. We will respond within one business day (Monday to Friday)
