Refund policy

At Long Island Tropical, we take great care in selecting, packing, and shipping healthy marine livestock so your order arrives safely and in good condition.

Dead on Arrival (DOA)

We guarantee that your livestock will arrive alive when shipped via our approved overnight shipping methods.

In the unlikely event of a Dead on Arrival (DOA), you must notify us within 2 hours of the recorded delivery time posted by UPS or FedEx.

To submit a DOA claim, please email us within that time frame and include:

  • A 30-second video of the specimen inside the original, unopened shipping bag
  • A clear photo of the deceased specimen outside of water, on a white background, with your order number and the date written above it
  • Any relevant information regarding the condition of the package and the water temperature on arrival

Failure to notify us and provide the required documentation within the stated time frame will void the Live Arrival Guarantee.

Please do not discard the specimen until instructed by us.

Once your DOA claim is reviewed and approved, you may choose either a refund to your original payment method or store credit for the livestock value only.

5-Day Livestock Guarantee

We also offer a 5-Day Livestock Guarantee on eligible livestock. If your newly arrived livestock does not survive through the 5th day from the date of arrival (arrival day is considered Day 1), please contact us by email immediately.

To qualify for the 5-Day Livestock Guarantee, you must provide:

  • A clear photo of the deceased specimen outside of water, on a white background, with your order number and the date written above it

This photograph is required for your claim to be reviewed. Please do not discard the specimen until instructed by us.

Once your claim is reviewed and approved, we will gladly offer store credit for the amount paid for the item, to be used on a future order. Shipping costs are not included.

Eligibility & Exclusions

Certain livestock is designated as restricted / expert-only. These items are covered by the Live Arrival Guarantee only due to their specialized care requirements and are not eligible for the 5-Day Livestock Guarantee.

Ineligible items include:

  • Achilles Tang
  • Powder Blue Tang
  • Hybrid powder blue tang
  • Powder Brown
  • Fowleri Tang
  • Inverts
  • Firefish
  • Gem Tang

The following are also not covered under the 5-Day Livestock Guarantee:

  • Livestock visibly damaged due to conflict or aggression in your tank
  • Free or replacement items
  • Live food shipped via USPS Priority

If a package is delayed or not accepted on the first delivery attempt, coverage may be void.

Important Coverage Conditions

Our 5-Day Livestock Guarantee applies only when the following conditions are met:

  • Your order arrives on time
  • Livestock is acclimated properly and promptly
  • Your tank is fully cycled, stable, and well-maintained
  • New arrivals are compatible with your existing livestock
  • Your aquarium provides a suitable environment, including proper water quality, oxygenation, flow, and habitat
  • The tank is not left unattended for an extended period during the guarantee window

Communicating Issues Early

If you notice any issues or concerns during the guarantee period, we encourage you to contact us as soon as possible. Communicating issues to us early also gives us the opportunity to advise on treatment and hopefully help save the fish.

Requests for Additional Information

If we request additional information regarding your claim, you must respond within 3 days of our request. After that point, we will not be able to process your guarantee claim, as the information will no longer be relevant to the condition of the tank at the time of loss.

Providing Enough Information

We are not looking for excuses to deny claims, especially when you communicate issues early and show that your tank is well cared for and your livestock is compatible.

However, we can only work with the information you provide. If you do not provide enough information for us to adequately review and investigate your claim, it may be denied.

This includes, but is not limited to:

  • Unclear photos of the deceased specimen
  • Refusal to provide water parameters and/or tank photos
  • Lost fish in the tank
  • Inability to retrieve the deceased specimen

Please note that if livestock is introduced directly into the main display tank, there is always a risk that a deceased fish may not be recoverable.