Arrive Alive Guarantee

Arrive Alive Guarantee Policy

At New Dawn Aquaculture, we are committed to providing our customers with the highest quality marine life and products. We understand the importance of ensuring that your purchases arrive safely and in good condition. That’s why we offer our Arrive Alive Guarantee for all livestock orders. Please read the following terms and conditions carefully to understand our policy:

1. Coverage

Our Arrive Alive Guarantee applies to all livestock, including corals, fish, invertebrates, and live foods shipped directly from New Dawn Aquaculture.

2. Eligibility

To be eligible for the Arrive Alive Guarantee, customers must:

  • Be present at the time of delivery to receive the package.
  • Acclimate livestock according to our recommended acclimation procedure, which can be found on our website or provided upon request.
  • Submit a claim within 48 hours of receiving the package if there are any issues.

3. Claim Procedure

If livestock arrives dead or in poor condition, customers must:

  • Contact us immediately within 48 hours of delivery by emailing our support team at info@ndaquaculture.ca.
  • Include clear photos of the affected livestock in the original, unopened bag to validate the claim.
  • Provide details of the acclimation process if requested by our team.

4. Resolution Options

Upon a valid claim, customers will be offered:

  • A replacement for the affected livestock (subject to availability).
  • A store credit for the value of the affected item, which can be used on future purchases.
  • A refund for the affected item, if a replacement or store credit is not feasible.

5. Limitations

Our Arrive Alive Guarantee does not cover:

  • Livestock that arrives alive but later perishes due to acclimation issues, improper handling, or incorrect water parameters.
  • Claims made beyond the 48-hour window after delivery.

6. Shipping Delays

We do our best to ensure prompt delivery of all livestock orders. However, we are not responsible for losses resulting from delays caused by third-party shipping carriers. We recommend choosing our expedited shipping option to minimize transit time and stress on livestock.

7. Contact Information

For all questions, concerns, or claims related to our Arrive Alive Guarantee, please reach out to our customer service team at:

  • Email: info@ndaquaculture.ca
  • Phone: 780-860-9103
  • Operating Hours: 10-5, 7 days a week

At New Dawn Aquaculture, your satisfaction is our priority. Thank you for trusting us with your marine aquarium needs.