All orders are normally processed within 2–3 business days after order confirmation. Orders containing live aquatic animals are planned around suitable transit days.
Orders are generally not dispatched on Saturdays, Sundays, public holidays, or on the day immediately preceding a public holiday, wherever necessary, to reduce the risk of extended transit and avoidable stress to live animals.
Coral Guppies may use different independent third-party courier and logistics providers depending on destination, service availability, route, transit conditions and operational suitability.
Shipping partners may include:
Coral Guppies does not own, operate or directly control these courier networks. Courier routing, transportation, local hub operations, delivery schedules, delivery attempts and last-mile handling are managed by the respective courier provider.
Courier availability, transit time and handling conditions may vary by destination. A particular courier cannot be guaranteed for every location.
After dispatch, the applicable courier partner and tracking information will be shared through email and/or updated in the customer's Coral Guppies account dashboard.
Courier delivery timelines are estimates and may vary because of transportation conditions, routing, weather, operational delays, holidays, destination service availability and other circumstances outside Coral Guppies' direct operational control.
Customer Tracking & Coordination:
Customers are requested to actively monitor their shipment tracking information after dispatch and promptly coordinate with the courier when a shipment is delayed, held at a facility, or marked "Out for Delivery."
When a shipment is out for delivery, customers should remain available to receive the package and, where necessary, contact the courier using the contact details provided in the tracking information.
For live-fish shipments, prompt coordination with the courier is particularly important because unnecessary additional transit time may increase stress and risk to the fish.
Although courier operations are managed by the respective courier provider, Coral Guppies will provide reasonable support when customers report a courier-related issue.
Raising a courier ticket or service request does not guarantee a specific delivery date or outcome. The actual movement, routing and delivery of the shipment remain under the operational control of the courier.
Customers should not wait unnecessarily for Coral Guppies to contact the courier on their behalf when the tracking information already provides a local courier contact number. Prompt customer coordination with the destination courier can help reduce avoidable delivery delays.
Order cancellation requests may be submitted within 1 hour of placing the order.
Once an order has entered packing, preparation, livestock allocation, or dispatch processing, cancellation may no longer be possible because live animals may already have been prepared specifically for the order.
Live aquatic animals are sensitive to transportation. Transit can expose fish to changes in temperature, oxygen availability, ammonia accumulation, handling, vibration, delays and other conditions that cannot always be controlled by the seller or courier.
Coral Guppies uses appropriate packing methods based on the order and destination. Thermocol packaging is intended to provide additional insulation and protection during transit, but it does not eliminate all risks associated with live-animal transportation.
Coral Guppies provides a DOA (Dead on Arrival) support process for eligible live-fish orders. DOA support applies to fish that are found dead immediately upon opening the shipment and does not cover ordinary losses occurring after successful arrival and acclimation.
Thermocol Box Protection:
Orders shipped using the available thermocol box protection may be
eligible for support of up to the affected live-fish product value,
subject to verification of the DOA claim.
Standard Packing:
Orders shipped without thermocol protection may receive limited DOA
support, subject to the packing method, destination, evidence,
transit circumstances and individual claim assessment.
The applicable support level may therefore differ depending on the packing option selected at checkout.
A continuous, unedited unboxing video is strongly required for DOA claims.
The video should begin before opening the outer shipping package and should continuously show:
The video should not be edited, paused, cut or selectively recorded. Separate photographs or edited videos may not be sufficient to establish the condition of the shipment at the time of opening.
If a continuous unboxing video is not available, Coral Guppies may request additional photographs, videos, courier evidence or other information and may assess the claim based on the evidence available. The absence of an unboxing video may make verification difficult and can result in the claim being declined where the condition of the shipment cannot reasonably be established.
Any DOA claim must be reported to Coral Guppies as soon as the package is opened and inspected, preferably within 2 hours of delivery.
Claims reported after this period may be difficult to verify because fish condition can change after opening, acclimation, water-quality changes or customer handling. Such claims will therefore be assessed based on the available evidence and circumstances.
If only one or a few fish are found dead while other fish in the same shipment arrive alive and healthy, the claim will normally be assessed only for the affected fish.
For example, if a customer orders multiple fish and one or two fish are verified as DOA while the remaining fish arrive alive, Coral Guppies may provide loyalty/store credit corresponding to the verified affected fish value, subject to the applicable support level and evidence.
This does not automatically result in a refund or replacement of the entire order.
If all live fish in an order are found dead immediately upon opening, the customer must provide the required unboxing evidence and report the issue within the stated claim period.
After verification, Coral Guppies may provide an appropriate resolution, which may include:
Where replacement is not possible because a particular strain is unavailable, discontinued, out of stock, or otherwise unsuitable for immediate replacement, store credit may be provided instead.
Coral Guppies generally resolves verified DOA claims through loyalty/store credit or replacement, rather than automatically returning money to the original payment method.
Where store credit is approved, the credit will normally correspond to the eligible affected fish/product value determined during claim assessment.
Store credits are intended for future purchases from Coral Guppies and will be reflected in the customer's Coral Guppies account.
Shipping, packing and optional protection charges are generally non-refundable; however, this policy does not exclude any refund, replacement or other remedy that may be required under applicable law.
DOA support is intended for verified deaths occurring on arrival. It does not automatically cover losses caused or potentially caused by:
These circumstances do not prevent Coral Guppies from voluntarily reviewing an individual case where additional evidence is available.
If the outer package appears severely damaged, leaking, opened, crushed or tampered with at the time of delivery, customers should record the condition before opening the package and contact Coral Guppies as soon as possible.
Photographs and videos of the package condition may be required when investigating a transit-related claim.
Every DOA claim is reviewed individually. Coral Guppies may consider the unboxing video, photographs, courier tracking information, destination, transit duration, packing method, package condition, order details and other relevant evidence before deciding the appropriate resolution.
A claim does not automatically establish that the courier, Coral Guppies, or the customer was responsible for the loss. The purpose of the verification process is to determine the appropriate resolution based on the available evidence.
Customers are requested to review the Shipping & Returns Policy, including the live-fish DOA procedure, courier-delivery process and unboxing-video requirements, before placing an order.
The applicable policy should be made available during checkout and customers should be required to confirm that they have read and understood the applicable shipping, DOA and claim requirements before completing payment.
This policy is intended to clearly communicate the conditions under which Coral Guppies handles live-fish transit claims and does not remove any rights or remedies available to consumers under applicable law.
Coral Guppies may periodically review and update this Shipping & Returns Policy to reflect changes in shipping practices, packing methods, customer-support procedures, applicable regulations or business operations.
Any updated version will be published on this page with the Last Updated and Effective From dates clearly displayed.
For orders already placed, the policy version applicable at the time the order was placed will generally govern that order and any related claim, subject to applicable law.
Updated policies will generally apply to orders placed after the updated policy becomes effective.
For any shipping or DOA issue, customers should contact Coral Guppies as soon as possible with their order number and the relevant photographs/videos.
We understand that losing live fish during transportation can be disappointing. Our objective is to review every genuine claim fairly, based on the available evidence, while also maintaining a consistent policy for all customers.