Guarantees & Refund Policy
Snake River Cichlids Guarantees
"Arrive Alive" Guarantee - Your fish are guaranteed to arrive happy and healthy. On the rare occasion, a fish is DOA (dead on arrival) or sickly upon reception, contact us within 2 HOURS of delivery time with photos to get assistance. You must include photos of the fish in the sealed packing bag for us to fully refund the DOA fish.
Guaranteed Healthy - If the fish appears in poor health, we still require an email within two hours, including photos. If the condition of the fish changes, it is your responsibility to follow up with us.
Fish are screened before shipment for defects or diseases impacting breeding and overall health. If you receive fish with crooked mouths, disfigured fins, or other abnormalities, please send us an email detailing what you think the problem is and photos. The more information you can provide, the quicker the review and refund process will be.
We send ONLY healthy fish, so once they are in your care, we will have to determine the cause of death on a case-by-case basis.
Please note that the Arrive Alive Guarantee is VOID if fish are not intercepted within 2 HOURS of the delivery scan. Please acknowledge emails concerning the arrival date/time.
Guaranteed Species - If you believe that you have received the wrong species of fish, please contact us with the photo of the incorrect fish and the order number.
Guaranteed Genders - Fish purchased as Guaranteed Male or Female are warrantied. If you believe you received the wrong gender, please contact us with a photo of said fish and a photo of that fish's reproductive organs or a "vent" as it's sometimes called.
*Color, fin shape, egg spots, etc. are not an accepted form of determining sex in cichlids.
Guaranteed Sizes - If you received a fish that is too small, contact us with a photo of the size discrepancy. This will need to be done using a ruler or another measuring device. Our team measures each fish during the packing process and will include larger fish rather than smaller fish if they do not have enough of the correct size to fulfill the order. Please consider that when judging the size of the rest of your order.
What is not Guaranteed:
Shipping Time/Dates - Orders are packed with ample oxygen (and heat packs during cold weather) in anticipation of a possible delay. All orders are shipped UPS overnight, and while we cannot control any delays set by our carriers, our Arrive Alive Guarantee is still valid, but shipping fees are non-refundable.
All orders are shipped based on our shipping calendar and you will be alerted with tracking notifications. There is no excuse for not knowing when your order will be delivered. If you have questions, please email us at info@snakerivercichlids.com and we are more than happy to provide clarity on your order status.
If you request a change in your delivery through UPS (change of address or to be picked up at the facility) the "Arrive Alive Guarantee" will no longer apply to your order and we can no longer assist with delivery information.
Loss Due To Not Picking Up Your Package - Fish are living things, and much care is taken to ensure they arrive safely. We pull, prep, and package orders on a strict shipping schedule. Please make sure you know when your order ships. We are not responsible for any losses due to failure to pick up your order or if delivery fails due to a business being closed.
Fish Color - There are a lot of factors that play into how colored a fish is, especially when it comes to OBs and other hybrids. Our photos display mature, dominant males to show coloring potential. Development of color, intensity, and patterns is not guaranteed. We made our color guide page to help educate customers on the expectations of the color.
Loss by Disease - All SRC fish are screened for disease before shipment. Our breeding facilities are bio-secure and free of disease and parasites. Lack of exposure to disease can make some fish more prone to infection in aquariums with past infections. We do not know the history of your aquarium; loss due to infections/diseases are not warrantied.
Loss by Bullying - New fish are targets for harassment by dominant fish. Care must be given when introducing new fish to an established tank. Loss caused by bullying/aggression is not covered by our warranty.
Additional Notes:
- ALL ORDERS ARE FINAL.
- We are unable to accommodate any modifications, including but not limited to: combining orders, adding to orders, canceling orders, holding orders for a later shipping date, etc.
- All Shipping Fees are non-refundable.
- Guaranteed items are credited via store credit or refund to the original form of payment associated with the order. We will not send replacement fish.
- By placing an order, you acknowledge this order is non-fraudulent and is not eligible for chargebacks.
(Updated 5/3/2022)