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.
Updated on April 9, 2023
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