Shipping & Guarantee

Live arrival guarantee two hours after pickup from airport and one hour after door delivery

Company Policy Overview:
When you order Cichlids from cichlidstore.Com, every purchase is a partnership. Partners have responsibilities to each other. Our promise is that we will only ship the healthiest of African Cichlids specimens. Your responsibility in our partnership is make certain that your water parameters are:

Temperature: 72-82 degrees F
PH: 7.4 – 8.6
Ammonia: 0.0
Nitrite: 0.0
Nitrate: <30 ppm
Alkalinity (Carbonate Hardness): 10-15 KH
General Hardness: 9-18 DH.

Your second responsibility is to follow our detailed acclimation instructions which are included with every shipping box. We believe that a partnership that is built on mutual trust is stronger than one built on terms and conditions.

• cichlidstore.Com prefers to ship to your door via an express overnight service such as Fedex and this must be prepaid.
• Another of your partnership responsibilities is to retrieve your air cargo shipments within 2 hours of delivery to your major airport. For express overnight service, you must be at home (or your workplace) and prepared to accept your shipment.
• In the unlikely event that your fish are dead in the shipping bag within the guaranteed period, you are to take a digital picture and email it to edcolon@cichldstore.com.
• cichlidstore.Com has the option to offer a credit on your next order which will include the price of the fish ONLY!!!
• However we are not responsible for DOA’s that involve carrier mishandling, which includes delays, damaged boxes or water temperature extremes. In such cases the consignee, with the carrier involved, must file a claim. We will assist in any claim that may occur due to mishandling. DOA's must be reported the day of arrival and be accompanied by an emailed photo to ensure credit. Consignee is responsible for all shipping charges associate with the shipment. In the event a claim is to be filed with the carrier, it is necessary for the shipment to be inspected on the arrival date by a representative of the carrier as a means to confirm the condition of the shipment upon arrival to the destination. cichlidstore.Com will not issue credit due to negligence by the carrier.

Cancellations

In the event an order has been canceled by the customer for any reason other than the actions or precautions of the carrier or cichlidstore.Com AFTER the process, preparation and/or transit of the order has been finalized, the customer will be charged for the following completed procedures:
• Freight Charges (includes transit to the carriers depot)
• Packing Charges (includes packing materials, heat packs, plastic bags)
• Restocking Fee (25% of the specimen(s) price)

Shipping

Cichlidstore.Com cannot guarantee delivery time or be held responsible for inconveniences or losses caused by carrier delay.

Overnight: Any orders purchased with overnight shipping are guaranteed live arrival. In the event of any DOAS a picture of the unopened bag of all fish must be sent with in 2 hours of delivery. Any packages left outside or unattended after the 2 hour period will not be refunded. You will receive credit for your next purchase for any DOAS, no credit will be given for shipping charges.

Ground Shipments (door to door): Shipments via ground (door to door) delivery services are made in good faith with next day service. Typical deliveries arrive daily by 5:00 PM. Cichlidstore.Com cannot guarantee delivery time or be responsible for inconveniences or losses caused by carrier delay. Also we do not guarantee any shipments made 2 day or longer.

Box Types: All boxes are the same used throughout the tropical fish industry. These boxes have an interior that is well insulated resembling a Styrofoam cooler. These boxes are also fashioned and packed in such a way as to prevent damage to the contents. Precautions are instituted to assure the environment stays at a constant temperature for a less stressful environment during shipping.