Last Updated: September 30, 2026
Aqua SD Shipping Protection is an optional add-on that provides additional support for certain eligible shipping-related issues that may occur while your order is in transit.
Shipping Protection is optional and provides Aqua SD with additional flexibility to assist with certain eligible carrier-related problems that may occur while your live order is in transit.
What Shipping Protection Is
Shipping Protection is an optional add-on that provides additional coverage for eligible shipping issues that may occur while your order is in transit.
Aqua SD ships sensitive marine livestock including coral, fish, invertebrates, anemones, clams, and other live animals. Because these animals are sensitive to time, temperature, and shipping conditions, safe and timely delivery is extremely important.
Cost of Shipping Protection
Shipping Protection is not automatically required. Customers may choose whether to add the $5 protection to an eligible order.
Why Shipping Protection Exists
Aqua SD carefully packs every order and uses expedited shipping services when appropriate for live livestock. However, once a shipment has been transferred to a carrier, certain events are outside Aqua SD's direct control.
Carrier delays, routing problems, weather, missed service commitments, and other transportation interruptions may affect the amount of time livestock remains inside the shipping container.
Shipping Protection gives Aqua SD additional flexibility to assist when eligible transit-related problems occur.
Eligible Shipping Issues
Shipping Protection may provide additional support for qualifying carrier-related issues, including:
- Carrier delays.
- Missed delivery commitments.
- Unexpected routing delays.
- Weather-related transit disruptions.
- Third-party carrier interruptions.
- Other qualifying transit problems that may affect the condition of the shipment.
Eligibility depends on the circumstances of the shipment, the condition of the order, documentation provided, and compliance with Aqua SD's claim requirements.
Possible Resolution Options
When Shipping Protection has been purchased and an eligible shipping-related issue occurs, Aqua SD may provide additional support depending on the circumstances.
Possible resolutions may include:
- Replacement livestock.
- Aqua SD store credit.
- Another resolution determined appropriate based on the specific situation.
Purchasing Shipping Protection does not guarantee a specific resolution in every circumstance. Claims remain subject to review and eligibility requirements.
If Shipping Protection Is Declined
Shipping Protection is optional.
If Shipping Protection is declined or removed from an order, Aqua SD may not be able to provide the same level of replacement, store credit, or additional support when a carrier-related delay or other eligible third-party shipping interruption occurs.
Aqua SD will still review legitimate customer concerns and assist when reasonably possible, but additional carrier-related coverage may be limited when Shipping Protection was not purchased.
Shipping Protection vs. Live Arrival Guarantee
Shipping Protection does not replace Aqua SD's standard Live Arrival Guarantee or DOA policy.
Customers must still comply with all applicable DOA reporting requirements, claim deadlines, photo requirements, and other terms.
DOA issues must be reported within the applicable claim period after confirmed delivery. Aqua SD's current Live Arrival policy requires qualifying DOA claims to be reported within 2 hours of delivery.
How to Report an Issue
Contact Aqua SD as soon as possible after receiving the shipment if you believe a shipping-related issue has affected your order.
Please include:
- Your full name.
- Your order number.
- The applicable Whatnot or Palmstreet username, if relevant.
- Your tracking information.
- A description of what happened.
- Clear photographs when requested.
Email: aquasandiego@gmail.com
Required Photos & Documentation
Aqua SD may require photographs and other information to properly review a Shipping Protection claim.
Requested photos may include:
- The affected livestock.
- The original shipping bag.
- The shipping box.
- Insulation or internal packaging.
- Any visible package damage.
- Any condition concerns relevant to the claim.
Customers should not discard the affected livestock, bags, box, or packaging until Aqua SD has completed its review whenever reasonably possible.
What Shipping Protection Does Not Cover
Shipping Protection only applies to eligible shipping-related issues.
It does not cover problems caused by:
- Missed deliveries caused by the customer's unavailability.
- Incorrect or incomplete addresses provided by the customer.
- Refusal of delivery.
- Failure to promptly receive or pick up a package.
- Customer-requested rerouting that causes delay.
- Improper acclimation.
- Delays in opening the package after delivery.
- Issues caused by aquarium conditions after delivery.
- Claims reported outside the applicable claim window.
- Failure to provide requested documentation.
Carrier Delays & Interruptions
Aqua SD carefully prepares orders before transferring them to the carrier, but Aqua SD does not control the shipment after carrier acceptance.
Routing delays, mechanical issues, weather disruptions, missed service commitments, and other carrier problems may occur outside Aqua SD's direct control.
Shipping Protection is intended to provide additional flexibility for eligible problems caused by these types of transit interruptions.
Customer Responsibilities
Shipping Protection does not remove the customer's responsibility to help ensure safe delivery.
Customers should:
- Provide an accurate shipping address.
- Monitor shipment tracking.
- Be available to receive the shipment.
- Pick up held packages promptly.
- Open the shipment promptly after delivery.
- Follow Aqua SD's acclimation recommendations.
- Report any issue within the required claim period.
Claim Review
Every Shipping Protection claim may be reviewed individually.
Aqua SD may review tracking records, delivery scans, order records, shipment dates, carrier information, photographs, customer communications, packing records, and other available information when evaluating a claim.
Purchasing Shipping Protection does not mean every claim will automatically qualify for replacement or store credit.
False or Abusive Claims
Customers must provide truthful and accurate information when submitting a Shipping Protection claim.
Aqua SD may deny claims where information is materially false, altered, misleading, incomplete, inconsistent with available records, or otherwise insufficient to establish eligibility.
Aqua SD may preserve relevant records and documentation for claim review, fraud prevention, payment disputes, and protection of its legitimate business interests.
Shipping Protection at a Glance
Cost: $5
Required? No. Shipping Protection is optional.
Purpose: Additional support for eligible carrier-related shipping issues.
Possible Resolution: Replacement, store credit, or other support depending on the circumstances.
Does It Replace the DOA Policy? No.
Claim Deadline: Standard Aqua SD DOA reporting requirements still apply.
Our goal is always to pack carefully, ship responsibly, and help our customers whenever possible. Shipping Protection simply gives both Aqua SD and the customer additional flexibility when unexpected, eligible shipping problems occur outside Aqua SD's direct control.