Arrive Alive Guarantee

At Wirral Aquatics, the health and well-being of our aquatic livestock is extremely important to us. We take great care in packaging and dispatching livestock to ensure safe arrival. In the rare event that an issue occurs, our Arrive Alive Guarantee is designed to give you peace of mind.

 Our Guarantee

We guarantee that all eligible aquatic livestock will arrive alive when delivered on the first delivery attempt, provided all conditions below are met.

 Delivery Conditions

To qualify for the Arrive Alive Guarantee:

  • Someone must be available to receive the delivery on the first delivery attempt

  • The delivery address must be correct and complete at checkout

  • The order must be delivered within the expected delivery timeframe

  • Livestock must be unpacked immediately upon delivery

 In the Rare Event of a Loss

If any aquatic livestock arrives deceased:

  1. Contact us within 2 hours of delivery

  2. Provide clear photographic evidence of:

    • The deceased livestock

    • The unopened or newly opened packaging

  3. Include your order number in your message

Failure to follow these steps may affect eligibility for a claim.

 Resolution

Once your claim is reviewed and approved, we will offer one of the following, at our discretion:

  • A replacement (where available), or

  • Store credit, or

  • A refund for the affected livestock only

Shipping costs are non-refundable.

 Exclusions

The Arrive Alive Guarantee does not cover:

  • Delays caused by couriers, weather, or circumstances beyond our control

  • Failed delivery attempts or parcels left unattended

  • Losses due to incorrect acclimation or handling after delivery

  • Orders where notification is received outside the stated timeframe

 Important Notes

  • This guarantee applies only to aquatic livestock, not dry goods or equipment

  • We reserve the right to limit or refuse claims where abuse of the policy is suspected

  • Our decision regarding claims is final

 Need Help?

If you have questions about shipping, delivery days, or livestock care, please contact us before placing your order, we’re always happy to help.

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