Guarantees & Refund Policy

Snake River Cichlids Guarantees
At Snake River Cichlids, the health and quality of our fish is our top priority. We take pride in carefully selecting, preparing, and shipping each fish to give it the best possible chance of arriving safely and thriving in its new home. Below is a detailed breakdown of what we guarantee and what is not covered.

Arrive Alive Guarantee
Your fish are guaranteed to arrive alive and in good condition. If, on rare occasions, a fish arrives DOA (dead on arrival) or appears severely ill, please contact us within 2 hours of delivery with clear photos of the fish in the sealed bag for review and assistance.

To qualify for coverage under the Arrive Alive Guarantee:

• Fish must be reported within 2 hours of confirmed delivery.

• Photos must show the fish inside the original, unopened bag.

• Delivery confirmation and time must be verified.

Failure to contact us within the 2-hour window will void this guarantee.

Guaranteed Health
We ship only fish that are actively eating, alert, and in good condition. If your fish appears unhealthy at arrival, please email us within 2 hours with clear photos so we can properly evaluate the situation.

If your fish’s condition worsens, send an update as soon as possible so we can continue assisting you. Each case is reviewed individually and handled with care.

Quality Screening
Every fish is inspected prior to shipping for signs of disease or physical defects. If you notice a physical abnormality (such as crooked mouths, damaged fins, or deformities), please send photos and a description for evaluation. These claims must be submitted promptly after delivery for consideration.

In Your Care
We ship only healthy fish. Once a fish is delivered and released into your aquarium, long-term health becomes dependent on tank conditions, water parameters, feeding, stress levels, and compatibility. Any losses after arrival are reviewed on a case-by-case basis but are not guaranteed.

Species Guarantee
If you believe you received the wrong species, please email us a photo of the fish along with your order number. We will review the claim and resolve any verified mistakes promptly.

Gender Guarantee
Fish sold as Guaranteed Male or Guaranteed Female are covered under our gender guarantee. If you believe an error was made, you must provide clear photos of the vent (reproductive organ) for verification.

Color, fin shape, body shape, or egg spots are not accepted methods for gender identification.

Size Guarantee
All fish are measured at time of packing. If you feel your fish is significantly smaller than the size listed, please email a photo of the fish next to a ruler. When exact sizes are unavailable, we prioritize selecting larger fish whenever possible.

Not Covered Under Guarantee

Shipping Delays
We ship via UPS Next Day Air with oxygen-filled bags and insulation. While the Arrive Alive Guarantee remains valid during carrier delays, shipping fees are non-refundable.

If you change your delivery address or redirect your package through UPS, the Arrive Alive Guarantee is void.

Missed Deliveries & Pickup Responsibility
It is the customer’s responsibility to be present to receive their delivery. We are not responsible for losses caused by:

• Missed deliveries

• Overnight exposure

• Packages delivered to closed businesses

• Delayed pickups at UPS locations

Fish Color Variation
Fish naturally vary in color based on age, stress, environment, lighting, dominance, and diet. Photos on our website show mature, dominant males to reflect color potential, not an exact guarantee of appearance.

Exact shades, patterns, or intensity of color are not guaranteed!

Disease After Arrival
While every fish is screened before shipping, we cannot guarantee fish health in environments with a prior history of disease. Losses caused by parasites, bacteria, or viruses present in your aquarium are not covered.

Aggression & Compatibility
Aggression from tank mates is a natural behavior among cichlids. Losses caused by bullying, territorial disputes, or incompatible tank setups are not covered.

Additional Policies

All Orders Are Final
Orders cannot be modified, canceled, or held for future ship dates once placed.

Shipping Fees
All shipping costs are non-refundable under any circumstance.

Refunds
Approved claims are refunded via store credit or returned to the original form of payment. We do not ship replacement fish.

Chargebacks & Fraud
Placing an order confirms that the purchase is legitimate and not subject to chargebacks or disputes.

Thank you for choosing Snake River Cichlids. We appreciate your support and the trust you place in us to deliver healthy, beautiful fish straight to your door.

Updated: 12/4/2025