AVAILABILITY & ORDER FULFILLMENT:

At StillwaterAquaria.com, we take the health and well-being of our fish stock seriously. We understand that not all species are available at all times, as we prioritize the welfare of our aquatic friends. Before making any fish available for purchase, we conduct thorough health verifications to ensure their well-being. This process ensures that you receive healthy & vibrant fish for your aquarium. We believe in responsible & ethical practices when it comes to our fish stock, providing you with the best selection while prioritizing the health & happiness of our livestock.

If a portion of your order is unavailable, our goal is to work closely with our customers to discuss substitutions for species or size, if what originally requested is unavailable.  Feel free to discuss alternatives with our fish experts, email us: Sales@StillwaterAquaria.com. We will ship your order if 50% of the value of the shipment is available. We will attempt to contact customer via email to discuss options. If we receive no correspondence in this case,  SWA will make a judgment call on whether to ship the order or not, if we do not hear from you before 3pm on the day of shipment.

REFUND POLICY-LIVE FISH GUARANTEE:

a. PLEASE DO NOT CALL OR TEXT TO REPORT LOSS.

b. Please DO NOT discard the deceased item without authorization or providing pictures as described below. Doing so will void all guarantees.

c. Stillwater's Live Arrival Guarantee covers the following: Dead On Arrival (DOA), please do not open the bag. The following information must be submitted for any covered livestock loss and emailed to Sales@StillwaterAquaria.com within 24 hours of delivery. Please submit clear and visible photos.

• Document the loss:

1. Photo 1: clear photo of the deceased specimen in unopened bag.
2. Use a white background and adequate lighting for picture.
3. Photo 2: clear photo of the specimen in front of delivery box.
4. Fill out and include as much information as possible for a smooth claim process.

• Complete the Claim Form:

1. Submit a separate claim form for each deceased species type, if appilcable.
2. Prove all required information acurately and completely.

• Submit Your Claim:

1. 2 methods in which to send your claim form: Emailed to Sales@StillwaterAquaria.com, all requested photos and information attached; or Submit claim form and upload your photos on our website, click here. All claims must be submitted within 24 hours of delivery.
2. Attach the photos of the deceased specimen to the claim form and send.
3. QUALIFYING CONDITIONS OF Live Arrival Guarantee

d. Claims will be invalid if the customer misses the first delivery attempt. We are not liable for any losses caused by delayed packages due to missed deliveries.

e. If you miss the delivery and the package is delayed as a result, we cannot be held responsible for any losses. Please refer to your tracking number for updates on your delivery.

f. Verify that your shipping details are accurate, as we are not liable for issues caused by incorrect addresses. Tracking numbers are sent in the order shipment confirmation emails. We process most orders the night before shipping, giving customers sufficient time to make any necessary corrections.

g. The shipment must be sent to the correct delivery address and not redirected to another address unless it arrives the same day. Forwarding packages may add an extra day or more to transit time.

h. For the Live Arrival Guarantee to apply, packages held at the post office or a UPS facility must be picked up by the customer on the same day they arrive. This applies to packages held either at the customer's request or by USPS/UPS discretion.

i. Any additional items included with your shipment are not covered under our guarantee.

IMPORTANCE OF LIVESTOCK CARE:

Livestock Care: (see Resource page for further details)

• Stillwater Aquaria does not guarantee the health or survival of livestock beyond the day of purchase. Customers are responsible for researching the specific needs and care requirements of any animal they intend to acquire. This includes ensuring compatibility with existing tank mates, as compatibility issues are not the responsibility of Stillwater Aquaria. See our compatibility chart on website to help in this process.
• Customer must follow the proper acclimation procedures & proper fish compatibility charts when introducing fish into their new environment.If you have any questions regarding your purchase or specific information needed for certain species, please email us at sales@stillwateraquaria.com and we will get you in contact with the right person. If a claim is submitted, we will open up an investigation to determine if credit will apply.We will ask for the information previously mentioned as well as other standard questions relating to the claim.A determination will be made at time all information is received.

Water Parameters:
Maintaining water parameters within normal limits is one of the most important responsibilities of fish-keeping. Do you know what the water parameters are for your home aquarium? Our freshwater fish purchased have been housed in the following water parameters:

• Temperature: between 75-80 degrees F & constant
• pH: 7.6
• Ammonia: 0.0 ppm
• Nitrite: 0.0 ppm
• Nitrate 0.0 - 40 ppm-freshwater 0.0-20 ppm-saltwater

Upon successful verification of your claim, we will issue a store credit or refund for the purchase price of the deceased specimen(s).

LISTING ERRORS
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At StillwaterAquaria.com, we strive to provide accurate and up-to-date information regarding our product pricing. However, there may be instances where a typographical error or technical glitch may result in incorrect pricing being displayed on our online store. In such cases, we reserve the right to refuse or cancel any orders placed for products listed at an incorrect price. If you have placed an order affected by a pricing error, we will notify you promptly and provide you with options for a resolution. We apologize for any inconvenience caused and appreciate your understanding in these situations.

RETURN POLICY
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Due to the sensitive nature of live fish, we do not accept returns or offer refunds for live fish purchases. However, if there is an issue with the condition of the fish upon arrival, please contact our customer service within 24 hours of delivery, and we will assess the situation on a case-by-case basis. Please see below for information to claim your credit.

At our online store, we prioritize the safe and prompt delivery of live fish to our customers. By following our shipping policy and guidelines, we aim to provide an excellent shipping experience while ensuring the well-being of the aquatic life. If you have any further questions or concerns, please feel free to reach out to our customer service team. Happy fishing!