File a Live Arrival claim

Every order ships with our promise: healthy on arrival, or we make it right. If something arrived unwell, tell us what happened and attach clear photos of the affected livestock in the unopened bag. The fastest claims reach us within 2 hours of delivery, before acclimation.

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Your details

So we can reach you about this claim.

Full name *

Email *

Phone (optional)

Order details

Find your order number in your confirmation email.

Order number *

Shipping method

Order date

Delivery date & time When the box arrived

What arrived unwell

Use scientific names where you can — it helps us match your order.

Item 1

Affected species / item *

Quantity affected *

What happened? * Be specific — what you saw, and when

Your water parameters (optional)

The livestock had already been acclimated to my tank before the loss

Photo evidence

Required for every claim — photos are how we honour the guarantee.

Add photos — drag & drop or browse Clear, well-lit shots of the affected livestock in the unopened bag help us most. JPG or PNG, up to 8 images.

I confirm the information above is accurate and the photos show the livestock from this order. I understand JoJo Aquatics reviews each claim individually under the Live Arrival Guarantee.

Submission time is recorded in UTC.

Current time (UTC)

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This timestamp is captured the moment you submit, so we know exactly how soon after delivery you reached out.

How the guarantee works

1
Photograph first
Before you acclimate, photograph any losses in the sealed, unopened bag.
2
Claim within 2 hours
Send your claim within 2 hours of delivery for the smoothest resolution.
3
We review & make it right
A refund or replacement on the next safe shipping day — your choice.

“Every species we sell, we keep ourselves.”

Prefer email? Write to help@jojoaquatics.com with your order number and photos.

No spam — just good fishkeeping

Hear it first when something good swims in

New livestock drops, captive-bred restocks, and care notes from the people who keep every species we sell.

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No spam, ever. Unsubscribe anytime.

Freshwater fish, shrimp, snails, and live plants — every species we keep ourselves. Shipped from Key West, Florida with a Live Arrival Guarantee.

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