Guarantee
Terms and Conditions
Exempt Species
How to return dearly departed livestock

Guarantee:
Buy with confidence. All aquarium livestock are hand-picked, carefully screened for size and exceptional color, quality, and health by our expert hobbyists. Vivid Aquariums guarantees that all livestock (except exempt species) will arrive alive and live for 15 days or we will issue a refund for the purchase price of your lost item. We have the best livestock guarantee on the web! (Previously, we only issued store credits. Our new refund policy is effective March 16, 2008 and will not be retroactive.)

Terms and Conditions:

• Please read 'Terms and Conditions' and 'Excempt Species List' carefully as there will be no exceptions.
• Please do not ship deceased specimens without our consent.
• Please do not  discard specimens without our consent as this will void our guarantee.
• Please freeze deceased specimens while you wait for return authorization as described below.
• If your deceased animal goes 'missing' or gets 'eaten', we will not provide a refund. Many missing animals are hiding and are not deceased. It is your responsibility to provide proof of the deceased specimen.
• Fifteen-day guarantee begins on the initial delivery date.
• Customer must sign for package on the first delivery attempt -- even if FedEx or DHL is late.
• Customer must follow all acclimating procedures.
• Tank’s water chemistry must be within the following parameters:
  - Temperature – between 75°- 83° F and constant
  - Ammonia – 0.0 ppm
  - Nitrite – 0.0 ppm
  - Nitrate – 0.0-30 ppm
  - pH – 8.1-8.4
  - Specific gravity – 1.020-1.025
• We will not be responsible for livestock that has died as a result of being harassed or picked on by other fish.
• Specimen must be returned with a return authorization number according to directions below.
• We will not issue refunds or credit for shipping costs.
• Guarantee applies to online orders only.

Exempt Species:
The exempt species listed below have special needs that must be met if they are to be kept in an aquarium. Water quality and careful acclimation are particularly important for these species. Many of them also have special dietary needs and require careful attention to feeding. While we still guarantee that they will arrive alive and in optimal health, we cannot guarantee these species after arrival. We recommend that only experienced hobbyists or public aquariums purchase these species.

The fish and invertebrates listed in red below have the ability to secrete toxins, when stressed and/or upon death, that may kill other fish in the aquarium. Careful attention must be paid to these species to alleviate sources of stress. If these specimens become sick, remove them immediately to a separate holding tank. Vivid Aquariums cannot accept responsibility for any losses that occur if one of these species poisons the aquarium.

The following fish and corals are exempt from our 15-Day Guarantee:

• How to return dearly departed livestock:

  • Call or email (info@vividaquariums.com) immediately within the Fifteen days to report loss. Be sure to include name, number, and message.
  • Option 1: Take a digital picture in jpeg or gif format and email to info@vividaquariums.com. Be sure to include your full name or order number in the email, name of the item lost, and picture.
  • Option 2: Place deceased specimen in sealed plastic bag. Sprinkle specimen with table salt to prevent decay and place in freezer. After you receive return authorization by phone or email, place sealed bag in a padded envelope or small box and ship to the California address that will be given when you notify us. Write return authorization number on back of envelope. Packages must be received within 7 days of authorization.
  • We will call or email you to let you know your account has been refunded. Sorry, we do not issue credit or refunds for any shipping costs.