✓ Standardised procedures, double check before dispatch.
✓ Pro equipment: insulated box, survival blanket, shock-absorbing padding.
✓ Express shipping.
✓ Clear live arrival warranty with fast solutions.

• Insulated box — reduces temperature swings and protects from shocks.
• Survival blanket — additional thermal barrier.
• Double bagging (fish) — improved leak protection.
• Outer protective bag — anti-perforation.
• 110 h heat pack — activated if weather or transit time requires it.
• Shock-absorbing padding — blocks internal movement.

Plants

1. Visual check and moistening of the roots.
2. Breathable wrapping + shock-absorbing padding (kept flat).

Fish

1. Double bagging, suitable air volume, secure knots.
2. Outer protective bag against rubbing.
3. Insulated box + survival blanket.
4. 110 h heat pack in winter // cool pack in summer, if needed.

Invertebrates

1. Dedicated packaging (substrate/aeration/gentle immobilisation).
2. Anti-tip padding.
3. Same thermal protection; heat pack if required.

Shipping and weather

• Grouped departures based on weather forecasts to minimise transit time.
• Express shipping.
• 110 h heat pack activated as soon as conditions require it.

Live arrival warranty — clear and simple

Animal transport is covered by our warranty. If anything goes wrong, we deal with it quickly.

Conditions

• Parcel accepted at the first delivery attempt and opened immediately.
• Acclimation carried out according to our recommendations in the acclimation guide included in your parcel.
• Issue reported within 2 hours with photo and video evidence.

Evidence

• Clear photos of the parcel, of the closed and opened bags/boxes and of the animals/plants.
• Short video when opening if there is any leak or damage.
• Order number + precise description of the issue.

Solutions

• Replacement with your next order
  or
• Store credit for the item (excluding shipping costs), depending on the case.

Exclusions: recipient absent, wrong/incomplete address, unsuitable water parameters, instructions not followed.

The 3 essential key steps!

1. Open the parcel immediately. Switch off the tank lighting.
2. Equalise the temperature (float the bags for 20–30 min).
3. Gradual acclimation (drip method recommended for invertebrates).