Business ProfileforOceans Garden Aquaculture

Bought multiple fish from this online fish store. Upon receipt from ***** on Nov 29 around 11:45, one specific fish was obviously going to die before even being taken out of the bag. I emailed the company: what if a fish clearly looked almost dead and after acclimation and putting in fishtank is so weak that it will definitely die? I took pics from the beginning. Is one of the lookdowns." And provided a picture at 2:40 pm, the pic was taken at 1:20 pm. Their reply was (after the 3 hr period), "The time frame for the guarantee period is 3 hours, which would begin at the time of delivery or pick up. Since the package was received around 11:40 AM, any marine life claimed moving forward from this point, 3:13 PM would ineligible to claim due to this time frame." I adressed the company:Who do I talk to about this? It is pretty sad that a fish is obviously going to die before even taken out of the bag immediately after received from shipment but it is not covered. Been in this business for over 30 years and that is crazy. Wasted $80 on a fish that didn't even make it to the house (in reality). I bought from your company for a reason (captive bred); BUT obviously the care or understanding isn't there (and I know how delicate SWF are but again the fish was already in his last stages when received in the bag). I wonder if that forces buyers to do unethical things to get a refund (which I won't, but probably force some due to this company's practices). After the earlier message the fish died minutes later. I shouldn't have to buy a 5 day insurance, just for a guarantee that a fish from your business will arrive safe and sound. After that is on me. Here are pics of the fish before acclimation and out of the bag and dead. Pretty stressful, and disheartening.Company's reply: Hi ****, There will always be a small risk of loss and is why we offer the guarantee to begin with and also the extended guarantee for purchase. I'm sorry, this will be ineligible for coverage.