Arrive Alive Guarantee
Rift Cichlids guarantees live arrival on all fish.
We do not guarantee any fish that are not received on time due to carrier delay, mis-delivery, carrier error or failure to unbox/acclimate your fish within two (2) hours of arrival. No exceptions.
"Live arrival" is defined as: upon opening the box and inspecting your new fish, the fish are all alive and appear to be in good order. If you receive fish that are dead on arrival (DOA) or do not appear to be in good order please take digital pictures of the fish and email them to us within the two hour window. The digital picture of your DOA fish should be taken of the unopened bag with the dead fish in the picture. We encourage you to call or email us once you receive your fish to confirm their live arrival.
In the case of a DOA fish, a credit or refund will be issued for the individual fish. We do not refund shipping or a portion of the shipping. If you have a total loss (80% or more DOA), a new order will be shipped at no cost or a credit for the total order including the shipping cost will be credited on the next order.
We will of course work with you to resolve shipping issues that are within our control.
Please try to avoid having your fish sit on your porch for an extended period of time - time and temperature are critical elements when shipping fish. If your fish are being delivered without you there, we suggest leaving a note for the carrier to leave the box in a shaded area.
If you do not plan on being home during the delivery window, we HIGHLY recommend having your fish shipped to the local FedEx office. This way you can pick them up at your leisure and do not have to worry about extreme temperatures.
We have been shipping fish for many years and are confident that they will arrive in good condition based on our experienced packing techniques. Most fish will survive at least 48 hours when properly packaged.
If you have any problems with your order - please contact us immediately, this includes wrong species or sex. The two hour window applies to order correction as well - we cannot correct or verify an order if we do not have pictures of the fish in the bags.