I specifically use liveaquaria. The 14 day guarantee works like this. If your fish dies within 14 days all you have to do is call them up and they will give you a store credit. On the rare occasion that they want a photo, is because the fish was very expensive, most likely over 100 bucks or so. They are awesome to work with and I've never had an issue. As far as the other online retailers, I wouldn't know because I've had such good luck with liveaquaria. To purchase a fish that you want to see you before you buy, go to their divers den section and that is the actual fish that you will be receiving. For the most part, every fish I have received from them has been eating and healthy. On the rare occasion I will have to ask for a store credit or refund. But other than that you can't go wrong with buying fish from live aquaria.