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Live Arrival Guarantee

We Guarantee Live Arrival of Your FishGuarantee Conditions1. First Delivery Attempt2. Unboxing Video Required3. Reporting TimeWhat We CoverWhat Is Not CoveredAcclimation RecommendationContact Us

We Guarantee Live Arrival of Your Fish


At Jerry Aqua Guppys, we take great care in packing and shipping every fish to ensure it arrives healthy and alive. We stand behind the quality of our livestock and offer a Live Arrival Guarantee (LAG) on all eligible orders.

Guarantee Conditions

To qualify for our Live Arrival Guarantee, the following conditions must be met:

1. First Delivery Attempt

The package must be accepted on the first delivery attempt. We cannot guarantee livestock that remains in transit due to missed deliveries.

2. Unboxing Video Required

A clear, uninterrupted unboxing video is mandatory.

The video must show:

  • The unopened shipping package.
  • Opening of the package.
  • All fish bags clearly visible.
  • The condition of the fish upon arrival.

Edited or incomplete videos will not be accepted.

3. Reporting Time

Any issue must be reported within 2 hours of delivery.

Please send:

  • Order Number
  • Unboxing Video
  • Clear photos of affected fish

to our WhatsApp or customer support contact.

What We Cover

If a fish arrives deceased (DOA - Dead on Arrival) and all guarantee conditions are met, we will provide one of the following:

  • Replacement fish (subject to availability), or
  • Store Credit equal to the value of the affected fish.

Shipping charges are non-refundable.

What Is Not Covered

The guarantee does not cover:

  • Delayed deliveries caused by courier services, weather, or natural disasters.
  • Incorrect shipping addresses provided by the customer.
  • Packages not accepted during the first delivery attempt.
  • Stress, color loss, or behavioral changes after arrival.
  • Fish losses occurring after successful delivery and acclimation.
  • Orders where no unboxing video is provided.

Acclimation Recommendation

For the best results:

  1. Float the sealed bag in your aquarium for 15–20 minutes.
  2. Gradually mix aquarium water into the bag.
  3. Release fish gently into the aquarium.
  4. Avoid feeding for the first few hours.

Proper acclimation greatly reduces stress and improves fish health.

Contact Us

If you experience any issues with your order, contact us immediately with your order details and supporting photos/videos.

We are committed to providing healthy, high-quality fish and excellent customer service.

Thank you for choosing Jerry Aqua Guppys!