Draft policy

14-day live-arrival and health guarantee

Simple terms for the promise we plan to keep when shipping starts. Checkout is not open yet.

Draft policy. Not a paid warranty yet, because no one is charged on the waitlist.

Dead on arrival

If a fish arrives dead, email a photo within 24 hours of arrival. Include the live count and your name. The photo is how we see what the box looked like.

Any other health concern

Contact us within 14 days of delivery. Tell us what you are seeing, when the box arrived, and how many fish are still alive.

What we do

We replace the fish or refund the fish portion of that pack once checkout exists and an order was paid. Shipping water, weather, and a missed delivery can limit what a carrier will cover, and we will say so in the reply. We do not promise show-quality color or a specific pattern.

What this is not

These are pond-grade fish. They are not show-grade, and they are not for koi shows. A fish that does not match the illustration is not a claim. Illustrations are not the exact fish that ship.

Write to therrance@thurrsolutions.com. The steps and the photo how-to are on the care guide.