Every live fish we sell is covered by our Live Arrival Guarantee. If your fish don’t arrive in good health, we’ll make it right — full stop.

What’s Covered

The guarantee covers any fish that arrive dead-on-arrival (DOA) or in critically poor condition that does not recover within 30 minutes of correct acclimation. It applies to all live fish orders dispatched by us under normal delivery conditions.

How to Make a Claim

1. 1
   Photograph the sealed bag immediately. The fish must be in the unopened transit bag. Open bags cannot be accepted.
2. 2
   Contact us within 2 hours of delivery. Email info@mtf-aquatics.co.uk or message on Facebook. Claims after 2 hours cannot be accepted.
3. 3
   Include your order number and the photograph. We’ll process your claim within 24 hours.
4. 4
   Choose your resolution. Full refund, or a replacement dispatched on the next available dispatch day.

What’s Not Covered

• Fish that die after successful delivery and correct acclimation
• Cases where a safe-place delivery was authorised and the parcel was left in unsuitable conditions
• Failed delivery attempts where the parcel was held at a depot overnight
• Claims submitted more than 2 hours after the delivery timestamp
• Claims without clear photographic evidence inside the sealed bag

Acclimation Advice

We recommend the floating bag method: float the sealed bag in your tank for 15–20 minutes to equalise temperature, then gradually add small amounts of tank water to the bag over 10 minutes before releasing. Do not pour transit water into your tank — it may carry pathogens or differing water chemistry.