We're so confident in our shipping methods and stock quality, we offer a easy, arrive alive guarantee policy.

Due to the nature of shipping livestock though, It's important that we put some guidelines in place to ensure both you and EasternMarine are covered, just incase something goes astray.

While we're confident of our processes, given the nature of shipping live animals, along with weather events or flight cancellations, things can go wrong occasionally.

Therefore, please read and understand the following guidelines around this service.

• Our arrive alive guarantee is ONLY offered on livestock sent out using our same day air freight shipping method.
• Our arrive alive guarantee does not cover flight delays/cancellations. We will only accept a claim if the original flight routing has been completed and the flights have arrived on time (+/- 1 hour late)
• The customer are to pick up the consignment from the destination airport within 1 hour of the scheduled arrival/pickup time.
• Customers are to alert EasternMarine Aquariums about any dead on arrival within 1 hour of the time of delivery (this will be checked if a claim is lodged)
• All claims must be lodged via emailing info@easternmarineaquariums.co.nz with the AWB number and a photo of the deceased item in the original bag.
• EMA reserves the right to request additional information on the aquarium, acclimation method and water chemistry.
• If a claim is accepted you will be notified within 2 business days of the claim submission date with a coupon code, loaded with the original amount paid for the dead item(s). You can use this coupon on livestocklisted on our website.
• Please DO NOT discard the deceased item without authorization. Doing so will void all guarantees.
• A digital photograph must be submitted for any covered livestock loss.
• We do not issue credit for shipping costs or refunds for livestock only purchases.
• Livestock credit is valid for 6 months from the date it is issued.
• Livestock credit may be used to replace a lost item or any against any livestock purchase.
• Refunds are not provided as a substitute for DOA (dead on arrival) credit.
• Livestock listed as a Restricted or High Risk Species are not covered.