Here at Top Fin Aquatics every shipment we send out comes with our 100% Live Arrival Guarantee. This means that if your order arrives with any dead on arrival livestock or plants we will offer replacement or store credit that does not expire in the amount of the loss. All forms of guarantees are up to our discretion.   

Top Fin Aquatics does a practical quarantine that allows us to ensure the animals we ship are healthy and ready to deal with shipping stress.

We do not guarantee livestock beyond the day of arrival. It is the customer’s responsibility to research any items they are interested in prior to purchase in order to ensure a suitable environment for the animal to thrive. Incompatibility with tank mates should not be overlooked and is not our responsibility. Water quality and the correct diet will help with the long term health of the animal you are purchasing. Poor maintenance routines, poor water quality, and unhealthy diet is the responsibility of the hobbyist to correct.

Conditions to Qualify for our Guarantee:

• All claims must be brought to our attention within 24 hours of the package being delivered. (Please follow the instructions provided below)
• A clear photograph of the damaged, sick, or dead fish, invertebrate, plant or dry good is required.
• Please provide one photograph of the unopened bag that contains dead livestock as well as a second photograph of the dead livestock on top of the styro box top for easy counting purposes. 
• Livestock claims are void if the customer misses the first delivery attempt.
• If you miss the delivery and the package is delayed a day or more because of it, we cannot accept responsibility for any losses. It is the customer’s responsibility to check the tracking number for delivery. Tracking numbers are provided in order shipment notification emails.
• It is the responsibility of the customer to provide us with the correct shipping information. We can not be held responsible for deliveries made to the address that was provided to us if that address was incorrect. 
• The shipment must be sent to the correct delivery address, and not forwarded to another address unless still delivered the same day. Forwarding of packages results in an extra day or more in transit. 

Submitting Your Claim:

• Please follow the instructions below to submit your claim

1. Email info@topfinaquatics.co.nz with your order number in the subject line.
2. Please note what the issue is. Examples include: DOA (Dead on Arrival) livestock or plants, damaged livestock, plants, or dry goods, or sick livestock.
3. For DOA livestock please also note how many live fish or inverts you have from the pack that contains the DOA in the email. We do send extras in most schooling fish and snail packs so there is a chance you may be covered, (Extras are not covered under our guarantee).
4. Please provide one photograph of the unopened bag that contains dead livestock as well as a second photograph of the dead livestock on top of the styro box top for easy counting purposes. 
5. . If the livestock or plant is just unhealthy or damaged, a picture in a specimen container or tank is sufficient so we can clearly see the issue with the livestock or plant.
6. If an item is missing from the shipment please let us know what was missing.

*Note for Snails: Snails may take up to a few days to bounce back after shipment. We recommend placing them in the corner of the tank or an area where you can easily observe them. Also, be sure to flip them right side up. If they do not move from this spot after a few days or if you notice the water starting to smell they need to be inspected. Please email us right away after receiving them if you suspect they may not be doing well so we can still cover them under our guarantee, but please give them a few days to see if they bounce back before submitting an official claim.

Offers for Claims:

• Please allow our customer service team time to assess your email claim and they will get back with you as soon as possible. (limited customer service hours on weekends)
• We will offer you a replacement for the exact same livestock or store credit.
• Store credits are sent out via email in the form of an Top Fin Aquatics gift card that will never expire. 
• Shipping charges are non refundable. 

Return Policy:

• We do not accept returns for any livestock, plant, or perishable items.

Please reach out to info@topfinaquatics.co.nz if there is an issue with your purchase.

Shipping Policy,

Top Fin Aquatics uses New Zealand Couriers overnight service

Live fish will only be shipped Monday,Tuesday and Wednesday. All orders will be sent the following day from the date of order.

All other goods will be sent Monday through to Friday.

 Tracking will be sent once the item has been collected.

Tracking will be sent once the item has been collected. By the courier service to the supplied email address,

We at Top Fin Aquatics are pleased to announce an update to our Aquarium Plant Policy to enhance your shopping experience.

Starting immediately, we will be ordering fresh aquarium plants weekly based on your online orders. Orders placed through our website will be processed at the end of each week, with expected delivery on the following Thursday. This adjustment allows us to provide you with the freshest and healthiest plants available, ensuring that you receive the highest quality directly from our supplier.

Please note that this policy does not apply to Tissue Culture plants.

Additionally, our in-store tanks will still have a variety of plants available for purchase when you visit. If you're looking for a specific plant that is not listed on our website, please let us know, and we will do our best to source it for you.

Thank you for your continued support.

Sincerely,
The Team at Top Fin Aquatics