Our Promise
Our Commitment to You
Every shipment is prepared with proper observation, secure packing, and transit-aware protection.
Healthy fish packed professionally and delivered safely to your doorstep.
Livestock We Handle
- Plecos
- Bettas
- Guppies
- Nano Fish
- Cichlids
- Catfish
- Shrimp and other aquatic livestock
Packing Preparation
- Carefully selected healthy fish
- Pre-shipment observation
- Secure oxygen packing
- Temperature-appropriate insulation
- Leak-proof double or triple bagging
- Premium thermocol boxes when required
What Is the Live Arrival Guarantee?
The Live Arrival Guarantee ensures that if eligible livestock arrives dead on arrival (DOA), we will provide compensation according to the terms mentioned on this page.
This guarantee applies only when:
- The shipment method is eligible.
- Delivery is accepted on the first attempt.
- All claim requirements are met.
- The customer provides a proper acclimatization setup.
Eligible Shipping Methods
Currently, the Live Arrival Guarantee is applicable only for:
- Train Cargo Deliveries
- Bus Parcel Deliveries
- Local Same-Day Deliveries via WeFast/Porter and similar third-party delivery partners
- Hand-Carry Deliveries (where explicitly agreed)
These methods generally offer faster transit times and allow fish to reach customers with minimal delay.
Shipping Methods Not Covered Under LAG
The following shipping methods are not covered under our Live Arrival Guarantee:
- Air Courier
- Surface Courier
- Standard Courier Services
- India Post
- Third-party logistics with unpredictable transit times (except approved same-day local delivery partners such as WeFast and Porter)
While we take every precaution to ensure safe delivery, long-distance courier shipments involve factors beyond our control.
Local Deliveries via WeFast and Porter
For customers in Mumbai, Virar, Vasai, Nalasopara, Palghar, and nearby areas, we may arrange local deliveries using third-party logistics platforms such as WeFast, Porter, or similar same-day delivery partners.
These deliveries are eligible for Live Arrival Guarantee provided that:
- The fish are delivered on the same day.
- The package is accepted promptly.
- The customer is available to receive the order.
- All claim requirements are fulfilled.
Once the package is handed over to the delivery partner, transit timing and handling are managed by the third-party service. However, because local deliveries are usually completed within a few hours, they remain eligible for coverage under our Live Arrival Guarantee.
Why Courier Shipments Are Not Covered
Courier shipments may face:
- Delays in transit
- Improper handling
- Exposure to extreme temperatures
- Unexpected rerouting
- Weekend holding at hubs
These conditions can stress fish significantly.
For this reason, courier shipments are sent at the buyer's risk.
Coverage Offered Under LAG
If a fish arrives dead on arrival and all conditions are met, we may offer one of the following at our discretion:
- Replacement in the next order
- Store credit
- Partial refund
Shipping charges are non-refundable.
Packaging charges, taxes, and third-party fees are non-refundable.
Compensation Policy
The compensation method is determined by G AquaAura after reviewing:
- Photos and videos submitted by the customer
- Transit duration
- Weather conditions
- Packing quality
- Overall order circumstances
In most cases, we prefer:
- Replacement with the next shipment, or
- Store credit valid for future purchases.
Claim Requirements
To qualify for Live Arrival Guarantee, customers must:
Record an Unboxing Video
Show unopened package, shipping label, opening of the box, sealed fish bags, and condition of each fish.
Notify Within 1 Hour
Claims submitted after 1 hour from delivery or pickup are not eligible.
Do Not Discard the Fish
Keep the fish and packing materials until the claim is reviewed.
Provide Clear Photos
High-quality images of affected fish may be requested.
Claim Submission Process
Please send the following on WhatsApp:
- Order number
- Unboxing video
- Clear photos
- Description of issue
Our team will review the claim and respond as quickly as possible.
Situations Covered Under LAG
The guarantee covers fish that are:
- Confirmed dead on arrival
- Motionless with no gill movement
- Clearly deceased in the sealed bag
Situations Not Covered
The guarantee does not apply in the following cases:
Customer unavailable to receive shipment promptly
Delay in pickup from station or bus office
Improper acclimatization
Poor water quality
Aggression from tank mates
Temperature shock after arrival
Claims submitted late
No unboxing video
Incorrect or incomplete address provided
Courier shipments
Fish that die after successful acclimatization
Minor fin damage or stress coloration
Customer changes mind after dispatch
