Arrive Alive Guarantee
ARRIVE ALIVE GUARANTEE
At Obsidian Betta Co., the welfare of our fish comes first.
Every Betta is individually checked before leaving us and carefully packed for transport. All livestock orders are sent using our designated guaranteed delivery service to minimise the time fish spend in transit.
In the unlikely event that something goes wrong, our Arrive Alive Guarantee is designed to provide a clear and fair resolution.
WHAT THE GUARANTEE COVERS
Our Arrive Alive Guarantee covers livestock that is found deceased on arrival following delivery to the address provided on the order, subject to the conditions below.
To qualify:
- The parcel must be accepted on the courier's first delivery attempt.
- The delivery address provided must be complete and accurate.
- The fish must be unpacked promptly following delivery.
- Any issue must be reported to Obsidian Betta Co. within 1 hour of confirmed delivery.
- Clear photographic and/or video evidence must be provided showing the fish in its unopened transport bag where reasonably possible.
Please do not dispose of the fish or transport packaging until we have responded to your claim, as additional photographs may occasionally be required.
RESOLUTION
Where a valid claim is accepted under our Arrive Alive Guarantee, we will work with you to provide an appropriate resolution.
Depending on the circumstances and availability, this may include:
- A replacement fish of equivalent value;
- Store credit for the affected livestock; or
- A refund where appropriate.
As every Betta sold by Obsidian is individually selected and sold on a WYSIWYG basis, an identical replacement cannot always be provided. Where this happens, we will work with you to find a suitable alternative.
COURIER DELAYS & LOST SHIPMENTS
All livestock is dispatched using our designated guaranteed delivery service. Once a shipment enters the courier network, delays can occasionally occur that are outside our direct control.
A courier delay does not automatically mean that livestock has been lost or harmed.
Where a shipment is delayed or appears to be missing, please contact us as soon as possible. We will work directly with the courier and manage any necessary investigation or claim from our side.
Courier companies may require a specified period to pass before a shipment can formally be treated as lost. Where this applies, we may need to allow that process to conclude before a final resolution can be made.
If a shipment is subsequently confirmed as lost or fails to arrive, we will work with the customer to provide the appropriate resolution in accordance with their consumer rights.
WHAT IS NOT COVERED BY THE ADDITIONAL GUARANTEE
Our additional Arrive Alive Guarantee cannot cover issues resulting from:
- An unsuccessful first delivery attempt because nobody was available to receive the parcel;
- An incorrect or incomplete delivery address supplied by the customer;
- A customer requesting that the courier leave livestock unattended or in an unsafe location;
- Livestock not being unpacked within a reasonable period following successful delivery;
- Problems arising after delivery from unsuitable water conditions, temperature, acclimation, housing or care;
- Failure to report a DOA within the required one-hour period or provide reasonable evidence of its condition on arrival.
Where exceptional circumstances arise, please contact us. We will always assess genuine welfare issues reasonably.
LIVESTOCK CONDITION
Live animals can react differently to transport.
Temporary stress behaviours such as reduced colour, clamped fins, hiding or reduced activity immediately following transport do not necessarily indicate illness and are not considered DOA.
If you are concerned about the condition of a fish after arrival, contact us with photographs or video. We would much rather you ask.
OUR COMMITMENT
We take the condition of every fish leaving Obsidian seriously.
If something goes wrong, contact us. We will establish what has happened and work with you towards a fair resolution.
Nothing within the Obsidian Betta Co. Arrive Alive Guarantee limits or affects your statutory consumer rights.