Live Arrival Guarantee
Every live goods order on Light Fish is backed by our Live Arrival Guarantee.
How It Works
- Your seller ships your order with a tracking number.
- When delivery is confirmed, you'll receive an email with a link to inspect your order.
- You have 2 hours from delivery confirmation to open and inspect your order.
- If any items did not survive transit, submit a claim through the link in your email with photos.
What You'll Receive
Partial loss (some items did not survive):
A store credit coupon for the proportional value of the affected items.
Total loss (nothing survived):
A store credit coupon for the full order amount including shipping.
All coupons are valid for 90 days and can be used on any listing on Light Fish.
Claim Requirements
- Unbox within 2 hours of delivery confirmation and inspect your order immediately.
- Submit 1-5 clear photos showing the items in or near the original packaging.
- One claim per order. All affected items should be reported in a single submission.
For Sellers
The Live Arrival Guarantee is a platform-level policy that applies to all live goods orders on Light Fish. You do not need to include your own DOA or live arrival terms in your listing descriptions.
Light Fish handles all claims and issues store credit coupons on your behalf. If a claim is approved, the coupon amount is deducted from your seller balance at the time of payout.
Have questions? Contact support