If you've received a fish and it seems to be struggling or you have concerns over its health. Most often when fish are shipped, they get stressed due to transit. How difficult the transit was will dictate how stressed the fish will arrive. In cases of severe stress, the fish may hang out at the bottom of the tank or be breathing heavy. The fish may lose its color due to the stress but also due to being in a dark box for several days. What can you do to help your fish recover and acclimate itself to your tank? Adding extra aeration via an air stone will greatly help your fish recover from traveling and any breathing problems due to low oxygen in bag. You may find your fish swimming around shortly after adding an extra air stone. keep your lights off and let your fish rest. Having the lights on and attempting to engage with your fish as soon as it arrives can extend the stress the fish is under. If it doesn't seem to be an any immediate danger let your fish rest overnight before interacting with it. You'll find your fish much more willing to engage the next day after arriving. You might think about also adding some aquarium salt or stress coat to help calm your fish down from its travels. If your fish's health seems severely compromised or if it seems to have some permanent damage and you don't think it will make the night, please take as many clear photos of its current condition or damaged areas and email them to doa@coastgemusa.com. It may take a few days for a response as we only process these claims on certain days. But rest assured once you've sent your photos in we will honor your claim no matter how long its been.
Once your package leaves our door, we have no control over when the fish will arrive. It is completely up to the company to address any delay matters. We still guarantee the fish even if the carrier delivered it late. But we have to wait for the item to be delivered and follow the regular DOA guidelines in order to receive a credit for the dead items. Your best option to find out any information about your package is to contact the shipping company directly as they'll be able to help you with any issues regarding delays, lost, missing packages. If it goes lost or missing, then notify us as we can make an exception and credit order if it was lost or missing in the carrier's system. But if it shows delayed you have to wait for it to arrive. We estimated the delivery dates but if it gets delayed there is no guarantee on estimated delivery dates as that is all they are just an estimate. There is no guarantee on estimated delivery dates.
LIVE ARRIVAL GUARANTEE When you order any of our products directly from Coast Gem USA, you are covered by our risk-free Live Arrival Guarantee. Every single order from us ships with guaranteed live arrival of your fish. We want to ensure that our customers receive quality fish. TERMS & CONDITIONS If our product is dead upon arrival (DOA), damaged, missing or wrong we will gladly issue you a credit on your purchase. SHIPPING IS NON REFUNDABLE, BUYER IS RESPONSIBLE FOR THE SHIPPING OF ANY REPLACEMENT FISH. The following terms and conditions apply for our guarantee: Coast Gem USA will issue a credit towards your next purchase for the purchase amount of product that is DOA, damaged, missing or wrong. This credit is for the product only and does not cover shipping or packaging costs. Losses must be reported to Coast Gem USA within 2 hours of receiving the shipment. To be eligible to receive credit, you must email us at DOA@coastgemusa.com and include a photo of the dead, damaged, missing, wrong product in an unopened bag. We will check the timestamp of the tracking number to confirm the time of delivery. No exceptions. It may take several days to get a response as we only handle these cases on certain days. But rest assured once you've sent an email with photo verification there is nothing to worry about we will honor your credit no matter how long it has been. If the product is missing, take a photo or video of all other products received. If the product is wrong include as many photos of fish in question demonstrating the differences as well as a copy or the product number of the fish, you were supposed to receive. If the product is damaged, please do you best to get photo of damage on the fish. Coast Gem USA will issue a credit towards your next purchase for the purchase amount of product that is DOA, damaged, wrong or missing fish. This credit is for the product only and does not cover shipping costs. Shipping is nonrefundable. Buyer is responsible for the shipping of any replacement fish. Once fish is added to your aquarium, we are not responsible for sudden deaths or illnesses. We ship healthy fish, once they are in your system, their continued good health is your responsibility. Claims will only be valid if product was purchased directly from Coast Gem USA Remember, if you have any questions about these guarantee details, please ask us before ordering.