Arrive Alive Guarantee Policy

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At Joyce Aquapets, we take every precaution to ensure your livestock arrives healthy and thriving.
We proudly stand behind our Arrive Alive Guarantee, provided that the following policy is followed correctly.

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Broodstock Water Parameters

• Temperature: 82 °F (28 °C)

• Salinity: 1.019 specific gravity (26 ppt)

• pH: 8.1

• Ammonia: 0 ppm

• Nitrite: 0 ppm

• Nitrate: Between 188 to 210 ppm (due to heavy feeding)

 

Acclimation Parameters for Sale Animals

All animals offered for sale are gradually acclimated over 30 days to the following parameters, ensuring smooth integration into any reef tank:

• Temperature: 77 °F (25 °C)

• Salinity: 1.026 specific gravity (35 ppt)

• pH: 8.1

• Ammonia: 0 ppm

• Nitrite: 0 ppm

• Nitrate: Below 20 ppm

 

Reporting Dead on Arrival (DOA)

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In the rare event that you receive any livestock dead on arrival (DOA), you must:

1. Notify Joyce Aquapets within 5 hours of delivery.

2. Provide clear photographic evidence showing:

• The affected livestock

• The original, packaging visible in the photo

 

This helps us verify your claim and resolve the issue quickly.
You can send your photos and details via WhatsApp, email at info@joyceaquapets.com, or simply call us on +353 894367493 - we’ll take it from there.

 

Claim Review & Resolution

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Once your claim is received, our team will review it and respond within 24 hours. If approved, you will be offered a refund or replacement for the affected livestock. Postage and delivery costs are fully covered by us - rest assured!

 

After Delivery Responsibility

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Once your livestock has been safely delivered and introduced to your aquarium, responsibility passes to you. We cannot offer refunds or replacements for losses that occur due to factors beyond our control, such as:

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• Skipping Proper Acclimation

• Incorrect Water Parameter

• Adding Fish to an Uncycled Tank

• Incompatible Tank Mates

• Fluctuating Temperature or Oxygen Levels

• Rough Handling or Sudden Stress

• Skipping Quarantine Procedures

• Improper Feeding Practices

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Important Note

The health and survival of marine fish depend on proper acclimation, stable water conditions, and responsible care.
Losses resulting from improper handling or aquarium conditions are considered beyond the seller’s responsibility once the fish have been delivered in good health. While refunds cannot be issued for these circumstances, our team is always happy to offer expert advice and guidance to help you maintain a thriving marine environment.

 

Quarantine & Acclimation

We strongly recommend quarantining and properly acclimating all new livestock before introducing them to your main aquarium.

Although no supplier can guarantee livestock to be entirely disease-free, Joyce Aquapets takes extensive precautions to ensure optimal health and quality. We will provide a free acclimation kit with every orders.

Before shipping, all livestock undergoes:

• Comprehensive health and quality assurance checks

• A strict in-house quarantine process for new arrivals

• Continuous monitoring and care to ensure top condition

Your satisfaction and the wellbeing of your marine life are our highest priorities. We’re here to help you succeed - from delivery day to a healthy, long-term aquarium.

 

Shipping & Delivery Policy

At Joyce Aquapets, we take great care to ensure that all orders - especially live livestock - are packed and delivered safely, efficiently, and with the wellbeing of your marine life as our top priority.

 

Shipping Days

We now offer shipping 7 days a week, including bank holidays:

• Same-day delivery for orders placed before 12:00 p.m. within Ireland

• Next-day delivery for Northern Ireland

This ensures quick and stress-free delivery for your aquatic pets.

 

Packaging Standards

All live fish and invertebrates are packed using industry-standard aquaculture shipping methods:

• Double-bagged in oxygen-filled, sealed bags

• Packed in insulated boxes with heat or cool packs (depending on the season)

• Clearly labelled as Live Aquatic Livestock for courier handling

 

For short transits under 3 hours, fish are transported in insulated tubs with continuous battery-operated air pumps.
Upon arrival, they are transferred into oxygen-filled, sealed bags for safe handover.

We take every precaution to maintain temperature stability and minimise stress during transit.

 

Delivery Service

We use trusted next-day delivery couriers specialising in live aquatic shipments within Ireland.

• Deliveries are typically made within 8 hours of dispatch for orders placed in Ireland.

• You’ll receive a tracking number and estimated delivery time via email or SMS.

• Someone must be available at the delivery address to receive the order - this is vital for livestock safety.

If the delivery is missed or left unattended, the Arrive Alive Guarantee will not apply.

 

Shipping Costs

• Live Fish & Livestock: Calculated at checkout based on order size and destination. This will be clearly shown before placing your order online.

• Dry Goods: Standard courier rates apply.

• Replacement Shipments (under guarantee): Shipping costs are covered by us.

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Delivery Delays & Responsibility

While we do our best to ensure prompt delivery, Joyce Aquapets cannot be held responsible for delays caused by couriers, weather conditions, or other factors beyond our control. We will always do our best to assist and communicate any unexpected issues.

 

Before You Order

Please make sure:

• Your aquarium is fully cycled and ready for new livestock.

• You have read and understood our Arrive Alive Guarantee.

• Someone will be available to receive your delivery upon arrival.

 

Following these steps ensures a smooth, safe, and stress-free transition for your new aquatic life.