Live Arrival Guarantee & Return Policy

At Moss and Minnows, we take great pride in providing healthy, carefully selected freshwater fish, shrimp, snails, and plants. Every order is packed with care to ensure it arrives in excellent condition.

Live Arrival Guarantee

We guarantee that your livestock will arrive alive when all of the following conditions are met:

• Someone is available to receive the package on the first delivery attempt.
• The shipment is delivered to the address provided at checkout.
• The package is brought indoors promptly upon delivery.
• Any issue is reported within 12 hours of the recorded delivery time.

In the Rare Event of a DOA (Dead on Arrival)

If any livestock arrives deceased, please email us within 2 hours of delivery with:

• Your order number
• Clear photographs of the unopened shipping bag(s)
• Clear photographs of the livestock after opening the bag
• A photo of the shipping label

Once verified, we will issue a store credit or refund for the value of the affected livestock. Shipping charges are non-refundable.

Weather & Shipping Delays

We carefully monitor weather conditions before shipping. If temperatures are considered unsafe, we may delay your shipment until conditions improve.

We are not responsible for delays caused by the shipping carrier, severe weather, or circumstances beyond our control. However, we will always work with you to find the best possible solution.

Returns

Because fish, shrimp, snails, and live plants are living organisms, we cannot accept returns or exchanges once they have been shipped.

Customer Responsibility

Healthy livestock requires proper acclimation and appropriate water conditions. We recommend researching the needs of each species before purchase.

Our Live Arrival Guarantee does not cover losses resulting from:

• Improper acclimation
• Incompatible tank mates
• Poor water quality
• Inadequate tank cycling
• Illness or injury after successful arrival
• Failure to receive or promptly retrieve the shipment

Dry Goods

Unused dry goods may be returned within 30 days of delivery in their original, unopened condition. Customers are responsible for return shipping unless the item arrived damaged or was shipped in error.

Our Commitment

We genuinely care about every fish, shrimp, snail, and plant we send. If you have questions before or after your purchase, we're always happy to help. Our goal is to provide healthy livestock, honest advice, and exceptional customer service so you can enjoy a thriving aquarium for years to come.