Live Arrival Policy
(Please read our policy carefully; we adhere strictly to it)
Our critters are carefully inspected when we pack them for you and we guarantee them to arrive alive within 24 to 48 hours, depending on the shipping service chosen.
Please note that any losses due to carrier delays or delivery issues (such as natural disasters) are beyond our control and are not the responsibility of SCFK. We cannot cover losses resulting from these circumstances.
Failed deliveries due to “undeliverable” reasons (such as incorrect address, absence of a recipient, closed business, or any other reason provided by the carrier) are also not our responsibility.
We Ship all orders via FedEx or UPS with a signature required. You will receive tracking information via email or on the day your order ships. Please ensure you are available to accept and sign for the delivery on the scheduled day, even if it is delayed. If you reject the delivery, the critters will die. It is not only about the economic loss, but the critters' lives matter!
If you experience any issues with your order, please notify us immediately via email or text message. We will do our best to resolve any problems, but please keep reading.
Critters that arrive dead (DOA) or in poor condition must be reported within 2 hours of delivery. You must provide clear pictures of the unopened bag showing the critter or the claimed condition. Claims cannot be accepted without clear evidence. Please note that any tampering with the bag (for DOA’s) or packaging will void the guarantee.
We urge you to contact us with any concerns, order mistakes, or issues regarding critters, so we can make it right.
Proper acclimation of critters upon arrival is crucial for their survival and well-being. If you need assistance with this, please reach out to us before your critters arrive.
Our critters are not subjected to quarantine. It is crucial to quarantine new critters before adding them to an established aquarium, and we strongly recommend doing so upon their arrival. While our fish are maintained in a copper system to manage parasites, they are not quarantined, and certain common parasites may proliferate during transit due to the stress of shipping. It is highly recommended to be prepared to administer the required prophylactic treatments to the fish if necessary.
Some critters may not be compatible with others, so please review your selections carefully; we cannot assist with issues arising from predation.
For accepted claims, we will issue credit for future orders. Please note that shipping charges and packing materials are non-refundable. only the cost of the critter(s) will be credited.