Arrive Alive Guarantee

Every order of imported livestock from SilverStream is covered by our 24-hour Arrive Alive Guarantee. We pack every shipment with care — insulated boxes, correct water volume, oxygen, and appropriate transit time – because we want your fish to arrive in the same condition they left us. We ship Monday–Wednesday via Eco or Overnight Express to make sure that fish aren’t stuck in transit over the weekend – we love our livestock! Most urban areas receive their order within 24 hours of dispatch. If something arrives dead, here’s what to do: Photograph the fish inside the original, unopened bag and send it to us within 24 hours of delivery. Once we’ve confirmed the issue, we’ll process a full refund or store credit – whichever one you prefer. No arguments, no runaround.

All imported livestock ordered through SilverStream is covered for 24 hours from the moment your package is delivered. This includes fish, shrimp, and any other live animals listed as imported stock on our site.

Losses that occur after the 24-hour window, fish that were not imported, or situations where the unopened bag photograph cannot be provided. We understand this requirement feels strict, but it’s the only way to verify a transit loss versus a loss that occurred after acclimation, and it protects both of us.

If your box arrives visibly damaged, crushed, punctured, or clearly mishandled – photograph everything before opening it. We are not liable for damage caused by the courier once the package leaves our facility, but we won’t leave you to deal with it alone. We’ll open a formal claim with the carrier on your behalf and follow it through. The more documentation you have, the stronger that claim will be.

Occasionally air freight experiences delays caused by weather, flight cancellations, or logistical issues beyond anyone’s control. We cannot accept liability for losses resulting from third-party transit delays, but we monitor every shipment and will contact you proactively if something looks wrong in transit.

We do not ship Discus over 10cm – However, if you do want larger specimens, contact us directly, collection from our Pretoria East hatchery can be arranged by appointment. This is non-negotiable and it exists entirely to protect the fish. Larger Discus experience significantly higher physiological stress during bagging and transit, and the mortality risk above 10cm is too high for us to ship in good conscience.

Email info@silverst.co.za with your order number and photograph within 24 hours of delivery. For Discus-specific queries you can also reach Nelize directly at discusdivana@gmail.com.