File a claim
Order arrived with a problem? Tell us what happened and we'll look into it right away.
How it works
- 1Tell us what happened
Find your order, check the items you had an issue with, and add a note and photos.
- 2We review it
We look into your claim and email you an update at each step.
- 3Resolution
You'll be notified of the decision. If you disagree, you can appeal once.
Frequently asked questions
What do I need to file a claim?
Please include your order number and the email address or phone number used on the order. You must also attach clear photos of the fish inside the original unopened bags, plus photos of the package as delivered.
How soon do I need to report an issue?
Claims must be submitted within 2 hours of delivery. Please inspect your fish immediately when the package arrives and file your claim as soon as possible.
Where do I file a claim?
Please file your claim through our claim page at https://justfishything.com/apps/claims. Claims sent through social media messages may not be accepted.
Why do photos need to show the fish in the original unopened bags?
Photos in the sealed, original bags help us verify the condition of the fish at arrival. Claims without clear sealed-bag photos may not qualify for our Live Arrival Guarantee.
What happens after I submit my claim?
We will review your claim and usually respond within 24 hours. We may approve the claim, issue store credit if eligible, or contact you with follow-up questions if more information is needed.
What does the Live Arrival Guarantee cover?
Our Live Arrival Guarantee covers fish that arrive DOA, or Dead on Arrival, when the claim is submitted on time with the required clear photos of the fish in the original unopened bags.
What is not covered by the Live Arrival Guarantee?
The Live Arrival Guarantee may not apply if the package was not received on the first delivery attempt, was left outside too long, was exposed to extreme weather, was delayed by the carrier, or if the fish arrived alive and the issue happened later due to acclimation, tank conditions, or customer handling.
What if my package was delayed by the shipping carrier?
Carrier delays can affect live fish shipments and may not be covered under the standard Live Arrival Guarantee. If your order included Shipping Protection, please file a claim and we will review it under the Shipping Protection coverage.
What if I purchased Shipping Protection?
Shipping Protection gives extra coverage for issues such as DOA fish, lost shipments, damaged shipments, theft, misdelivery, carrier delays, and shipping cost reimbursement when the claim qualifies.
How will I receive my refund or credit?
Approved claims under our standard refund policy are issued as store credit. If your order has eligible Shipping Protection coverage, your claim may qualify for replacement or refund based on the coverage terms.
Can I add more information after submitting my claim?
Yes. If your claim is still open, you may add more details, comments, or photos through your claim status link.
What if my claim is denied?
If your claim is denied, you may submit additional clear evidence for us to review. We will take a final look and explain the decision based on our Live Arrival Guarantee and refund policy.