SHIPPING, LIVE ARRIVAL GUARANTEE & DOA POLICY

At Coast Gem USA, the health and safety of our aquatic animals are our highest priorities. We take great care in selecting, conditioning, and packaging every fish to ensure it arrives in the best possible condition.

Please carefully review our shipping, live arrival, refund, and cancellation policies before placing your order.

By placing an order with Coast Gem USA, you acknowledge and agree to the following terms.

1. ORDER PROCESSING & PREPARATION

Our standard order processing time is 5–10 business days before shipment.

Unlike traditional merchandise, live aquatic animals require special preparation before traveling.

During this period, we may perform the following:

• Health inspections and conditioning

• Quarantine and observation when necessary

• Fasting for at least 48 hours before shipment to minimize waste and ammonia buildup during transit

• Coordination with incoming imports and livestock availability

• Monitoring weather conditions at the shipping origin and destination

Important: The processing period is separate from your selected shipping method's transit time.

For example, selecting UPS Next Day Air does not mean your order will arrive the day after it is placed. It means your package is scheduled for next-business-day delivery after it has been prepared, shipped, and accepted by the carrier.

Processing may occasionally take longer because of health concerns, import delays, severe weather, or other circumstances beyond our control.

We prioritize the health of our fish over rushing shipments.

2. SHIPPING SCHEDULE

To minimize the risk of animals being held at shipping facilities over weekends, we ship according to the following schedule:

UPS Next Day Air: Monday–Thursday

USPS Priority Mail: Monday–Wednesday

FedEx and other eligible UPS services: Monday–Wednesday

Southwest Cargo: By arrangement and service availability

Shipping schedules may change depending on weather, carrier operations, livestock health, and holiday restrictions.

Orders are not shipped on Fridays, Saturdays, or Sundays.

Customers will receive a shipping confirmation email with tracking information once their order has been shipped.

Shipping dates and arrival dates are estimates unless specifically confirmed by Coast Gem USA.

3. SHIPPING METHODS & TRANSIT TIMES

We work with USPS, UPS, FedEx, and Southwest Cargo.

Shipping costs are calculated based on the number of items, package weight, destination, and selected shipping service.

Transit time begins when the shipping carrier accepts your package, not when you place your order.

Estimated transit times vary by carrier and selected service.

Carrier delivery estimates are not guarantees, and unexpected delays may occur.

We strongly recommend using UPS Next Day Air or an eligible 2-Day Air service for live aquatic animals whenever possible.

4. SHIPPING RESPONSIBILITY & CARRIER DELAYS

Coast Gem USA takes precautions to package live aquatic animals safely and securely.

However, once a package is transferred to the shipping carrier, transportation and delivery operations are controlled by that carrier.

Possible delays include:

• Severe weather or natural disasters

• Mechanical or transportation disruptions

• Incorrect or incomplete shipping addresses

• Missed delivery attempts

• Carrier sorting or processing delays

• Other unexpected logistical interruptions

Coast Gem USA cannot guarantee carrier delivery schedules.

Carrier delays, weather interruptions, or shipping mishandling do not automatically qualify an order for a refund, replacement, or store credit.

Customers are responsible for providing an accurate delivery address and being available to receive their live animal shipments on the first delivery attempt.

Missed deliveries, unattended packages, and delayed retrieval may jeopardize the health of the livestock and may void Live Arrival Guarantee eligibility.

All eligible DOA claims will be evaluated according to the Live Arrival Guarantee terms below and applicable law.

5. LIVE ARRIVAL GUARANTEE

We stand behind the health of our livestock at the time of shipment and offer a conditional Live Arrival Guarantee on qualifying orders.

Our Live Arrival Guarantee applies only to eligible Overnight and 2-Day Air shipping services.

USPS Priority Mail, ground shipping, and other nonqualifying shipping methods are not covered under the Live Arrival Guarantee.

To qualify for coverage:

1. Your order must have been shipped using an eligible service.

2. You must be available to receive the package on the first delivery attempt.

3. Any Dead on Arrival (DOA) must be reported within 2 hours of the carrier's confirmed delivery time.

4. Required photographic or video evidence must show the affected fish clearly inside its original, unopened shipping bag.

5. You must follow the claim submission instructions below.

Failure to meet these requirements may result in denial of the claim.

6. DEAD ON ARRIVAL (DOA) CLAIM PROCEDURE

Although we carefully inspect and prepare our animals, live animal transportation always carries some risk.

If an animal arrives deceased, please follow these instructions immediately.

Step 1 — Do not open the bag.

Take clear photographs or videos showing the deceased fish inside the original, unopened shipping bag.

The fish must be clearly visible in the evidence provided.

Step 2 — Submit your claim within 2 hours.

Email DOA@coastgemusa.com within 2 hours of the carrier's confirmed delivery time.

Your email must include:

• Full name

• Order number

• Phone number

• Description of the issue

• Clear photographs or video of the deceased fish inside the unopened bag

Step 3 — Claim review.

Our team will review your submission and determine eligibility under our Live Arrival Guarantee.

DOA claims are generally reviewed and processed Friday through Sunday.

As long as your complete claim and required evidence are submitted within the 2-hour reporting window, a later response from our team will not affect your eligibility.

Approved DOA claims

When a DOA claim is approved, Coast Gem USA will issue store credit equal to the purchase price of the affected fish only.

Please understand:

• Shipping charges are non-refundable.

• Packaging and handling charges are non-refundable.

• DOA claims are resolved through store credit, not cash refunds or automatic replacement shipments, except where required by law.

• Store credit may be applied toward a future purchase.

• Shipping costs for future orders remain the customer's responsibility.

Our Live Arrival Guarantee covers qualifying animals that arrive deceased. It does not extend to losses that occur after successful live delivery and transfer into the customer's care.

7. ACCLIMATION INSTRUCTIONS

Proper acclimation is essential for minimizing stress and helping your new fish adjust to their aquarium.

We recommend preparing your aquarium before your shipment arrives.

Step 1 — Turn off aquarium lights

Keep aquarium lighting off during acclimation to reduce stress.

Step 2 — Temperature acclimation

Float the unopened shipping bag in the aquarium for approximately 15–20 minutes to help equalize temperature.

Avoid leaving fish inside shipping bags longer than necessary.

Step 3 — Transfer your fish

For Goldfish:

Once temperatures have equalized, open the bag and promptly transfer your goldfish into the aquarium using a clean net or suitable transfer container.

Avoid prolonged acclimation in opened shipping water, as ammonia can become more toxic after the bag is opened.

For Other Tropical Fish:

When appropriate for the species and shipping conditions, gradually introduce small amounts of aquarium water over approximately 15–20 minutes.

Avoid extended acclimation in shipping water, particularly if the fish shows signs of distress. Severely stressed fish may require a faster transfer.

Step 4 — Do not introduce shipping water

Never pour the original shipping water into your aquarium.

Shipping water may contain accumulated waste and ammonia.

Step 5 — Allow your fish to recover

• Keep aquarium lights off for several hours.

• Avoid feeding for the first 12–24 hours.

• Provide adequate aeration and stable water parameters.

• Monitor your fish carefully for signs of stress or unusual behavior.

Important: Always ensure your aquarium is properly cycled and suitable for the species purchased. Specific acclimation procedures may vary for sensitive fish, shrimp, and other aquatic animals.

8. HEALTH CONCERNS & UNAVAILABLE LIVESTOCK

We inspect our fish before shipping and reserve the right to delay or remove any animal that does not meet our health and quality standards.

In rare cases, an animal may become unavailable due to illness, injury, import complications, or other unexpected circumstances.

If a fish cannot be shipped, we may:

• Offer to hold the affected item until suitable livestock becomes available

• Offer a comparable replacement with your approval

• Ship the remaining available items and refund the unavailable item

• Contact you to discuss alternative options

We will not substitute a different fish without your consent.

If an unavailable item is removed from your order, we will issue a refund for that item.

9. HOLIDAYS & WEATHER-RELATED SHIPPING HOLDS

We may suspend shipments during major holidays or unsafe weather conditions.

Shipping restrictions may apply on or around:

• New Year's Day

• Memorial Day

• Independence Day

• Labor Day

• Thanksgiving Day

• The Day After Thanksgiving

• Christmas Day

• New Year's Eve

Additional restrictions may apply immediately following holidays.

For the safety of our livestock, Coast Gem USA reserves the right to postpone shipments during extreme cold, excessive heat, storms, or other conditions that could compromise the animals' health.

If your order is delayed for health or weather-related reasons, we will work to arrange shipment when conditions are suitable.

10. REFUND POLICY

Due to the nature of live aquatic animals, all livestock purchases are subject to our stated Live Arrival Guarantee and cancellation policies.

Refunds are not automatically issued for:

• Carrier delivery delays

• Customer scheduling conflicts

• Changes of mind after the cancellation window

• Losses occurring after successful live delivery

• Failure to follow claim submission requirements

Approved DOA claims are resolved through store credit, as described above.

If we determine that an ordered fish cannot be shipped because of an inventory or health issue, a refund may be issued for the unavailable item.

Nothing in this policy limits any rights or remedies that cannot legally be excluded.

11. RETURNS

All live animal sales are final, and we do not accept returns of live fish.

For biosecurity and animal welfare reasons, live aquatic animals cannot be returned once shipped or delivered.

This policy protects the health of our livestock and prevents the possible introduction of disease or parasites into our facilities.

12. ORDER CANCELLATIONS

We understand that circumstances can change after an order is placed.

However, live animal orders require special care, inventory reservations, and preparation.

Within 12 hours of purchase:

Customers may request cancellation within 12 hours of the original order placement time and receive a full refund.

After 12 hours:

All sales are considered final.

Cancellation requests submitted after the initial 12-hour period are subject to approval at the sole discretion of Coast Gem USA.

If a late cancellation and refund are approved, a 15% restocking fee may apply to cover administrative costs, payment processing expenses, and reserved inventory.

At our discretion, we may offer store credit as an alternative resolution.

Once an order has been prepared for shipment or dispatched, it can no longer be canceled.

Approved refunds will be processed to the original payment method when applicable. Please allow up to one week for processing, with additional posting time depending on your payment provider.

13. CUSTOMER RESPONSIBILITIES

To help ensure a successful delivery, customers are expected to:

• Provide an accurate and complete shipping address.

• Monitor their email for shipping confirmations and tracking information.

• Be available to receive live animal shipments.

• Retrieve their packages promptly upon delivery.

• Have a properly established aquarium ready before the fish arrive.

• Follow appropriate acclimation procedures.

• Submit any eligible DOA claims within the required time frame.

Failure to follow these responsibilities may affect Live Arrival Guarantee eligibility.

14. QUESTIONS OR ASSISTANCE

We appreciate your trust in Coast Gem USA and are committed to providing healthy, high-quality aquatic animals.

If you have questions about your order, shipping arrangements, livestock health, or our policies, please contact our customer service team.

For Dead on Arrival claims: DOA@coastgemusa.com

Website: https://www.coastgemusa.com

Thank you for choosing Coast Gem USA.

Quality Aquatic Livestock • Carefully Prepared • Shipped With Care