Guarantee and Delivery
Our Quarantine Standard
Every fish listed by Extreme Marine Labs has been quarantined and conditioned before it reaches our sales system. During quarantine we observe appetite, behaviour, and overall condition, and we only list stock that is feeding and stable.
Live Arrival Guarantee
We guarantee live arrival on livestock delivered by courier, provided the conditions below are met.
To be eligible
- Delivery is accepted on the first attempt at the shipping address provided
- The box is opened and livestock is checked immediately on arrival
- Any issue is reported to us within 2 hours of delivery, with:
your order number
clear photos/video of the fish in the sealed bag, plus the label on the box
If a fish arrives DOA
If a fish arrives dead on arrival (DOA) and the above conditions are met, we will offer store credit or a replacement (where available).
Courier/shipping fees are non-refundable unless required by law.
What isn’t covered
The live arrival guarantee does not cover:
- missed delivery attempts, incorrect address details, or parcels left unattended
- delays caused by extreme weather, carrier disruption, or events outside our control
- losses after arrival due to:
water quality, temperature/salinity mismatch, or poor acclimation
aggression, bullying, or incompatibility with existing livestock
pre-existing disease introduced from other livestock in your system
Acclimation and Aftercare
or best results we strongly recommend:
- Lights off before opening the box, and keep lights off for 4–6 hours after introduction
- Match temperature first: float the sealed bag for 10–15 minutes
- Match salinity gradually (slow and steady)
- Offer food only once the fish is settled
- Ensure compatibility with existing tankmates before purchase
Use an Acclimation Box on Arrival (Strongly Recommended)
For the smoothest introduction—especially with wrasse, angels, tangs, damsels, or any established “boss” fish—we strongly recommend using a clear acclimation box inside your aquarium.
Why it helps
- Reduces aggression from established tankmates
- Lets the fish recover and orient itself without being chased
- Gives you a controlled first 12–72 hours to confirm breathing and feeding
How to use it
- After temperature + salinity acclimation, transfer the fish into the acclimation box inside the tank (use a container where possible).
- Do not pour shipping water into your aquarium.
- Keep the fish in the box for:
12–24 hours in peaceful communities
24–72 hours if your tank has dominant/aggressive fish - Offer a small feed once settled.
- Release the fish after lights-out and allow it to exit calmly on its own.
If you are unsure about suitability or how to introduce a fish to your current stock list, message us before ordering — we will advise honestly.
Delivery
Dispatch
- Service: Next working day where available
Packaging
All livestock is packed in insulated boxes, with heat/cool packs used when needed based on conditions.
Delivery notes
Please ensure someone is available to receive the delivery. If the courier cannot deliver on the first attempt, the guarantee may be void.
Click & Collect
Click & collect is available by appointment.
We will contact you when your order is ready and confirm a collection time window. Please bring your order confirmation.
Contact
If you need help with an order or have a concern on delivery day, contact us via our Contact page as soon as possible, quoting your order number.
Full Policies
For full details, please see:
- Shipping Policy
- Returns & Refund Policy
- Terms of Service
- Privacy Policy