Fast Aquatics

The Live Arrival Guarantee

Fast Aquatics vendors are required to ship live animals via FedEx Priority Overnight or UPS Next Day Air. The moment your package is delivered, our system timestamps it against the carrier's tracking data and starts your DOA reporting window. You get an email and SMS the second your box hits the porch with a direct link to file a claim if you need to.

The big idea: we don't ask you to prove things you can't prove. We ask for the photos any reasonable person would take, on a timer the carrier has already started for us.

What's covered

  • Livestock that arrives deceased, when reported within the claim window
  • Wrong species sent (you ordered ocellaris, you got something else)
  • Wrong count (you paid for 6, you got 4)
  • Damaged plants or coral with visible transit damage

What's not covered

  • Livestock that dies after delivery (Live Arrival is the launch policy; extended living guarantees are coming in Year 2)
  • Buyer-induced loss: improper acclimation, incompatible tankmates, uncycled tank, parameter excursions
  • Refused or missed delivery (carrier shows "delivery attempted")
  • Held at carrier facility over 24 hours after first attempt
  • Extended weather exposure when the buyer was offered a climate hold and declined
  • Shipping costs (non-refundable per industry standard)
  • "Pack extras" - shrimp/snail packs typically include extras to account for normal losses

Reporting windows

Reporting windows start at the carrier's confirmed delivery timestamp. Vendors may set tighter windows than these defaults; their listing page shows their specific policy.

  • Fish, sensitive shrimp, sensitive inverts: 2 hours from delivery
  • Hardy invertebrates, snails: 4 hours from delivery
  • Plants: 24 hours from delivery
  • Coral: 4 hours initial, plus 12-hour and 24-hour follow-ups for declining specimens

How to file a DOA claim

  1. Photograph the unopened bag containing the dead specimen, with the bag tie facing down for tamper-evidence
  2. Photograph the dead specimen on top of the shipping box
  3. Photograph the packing label clearly showing species name, count, and order number
  4. Submit through the Fast Aquatics claim portal within the reporting window

The portal pre-fills your order details. You select which items are affected, upload the photos, and add any context. That's it.

What happens next

Your claim goes to the vendor for review with a 24-hour SLA (48 hours on weekends).

  • If the vendor approves: you choose refund, store credit, or replacement on next available shipment
  • If the vendor disputes: Fast Aquatics mediation reviews evidence from both sides and issues a binding decision
  • If the vendor doesn't respond: claim auto-escalates to Fast Aquatics mediation, vendor scorecard takes a hit

Most claims resolve within 48 hours. Refunds to original payment hit your statement in 3-5 business days.

Climate hold automation

Live animals don't ship well into 95F+ heat or below-freezing cold. Fast Aquatics' checkout pulls the destination's forecast in real time. If the forecast crosses our hold thresholds during your expected transit window, you'll see a climate warning at checkout with three options:

  • Hold for safer weather (recommended): we hold your order until the forecast permits, then ship
  • Ship anyway with full guarantee: available for some species and zones; vendor pays extra for heat/cold packs
  • Ship anyway with reduced guarantee: when conditions are extreme, vendors may require a buyer waiver

The appeals process

If you disagree with the initial decision, you can submit one appeal within 7 days with additional evidence. A different mediator reviews. Final decision is binding under our terms; you also retain the right to file a chargeback through your card issuer if you believe the decision was wrong.

Vendor accountability

Every vendor on Fast Aquatics has a public Trust Score (0 to 100) updated daily. Their score includes:

  • DOA rate (rolling 30, 90, lifetime)
  • On-time shipping rate
  • Average claim response time
  • Buyer satisfaction score
  • Years on platform
  • Verified credentials (Aquaculture Certified, Brick-and-Mortar Verified, Top 5%)

Vendors who exceed category-appropriate DOA thresholds enter our three-strike system: warning, public probation, suspension or removal.

Coming in Year 2: Extended Living Guarantees - 1, 3, 6, and 12-month coverage available at checkout for an additional fee. Replacement at wholesale cost if your livestock dies within the guarantee window. Watch this page for updates.

Questions?

Email info@wetyr.com. We answer within one business day.