🐠 DOA (Dead on Arrival) Policy

We take great care in packing and shipping your live fish to ensure they arrive healthy and stress-free. However, due to the nature of shipping live animals, losses may occasionally occur. Please read our DOA policy carefully.

What Our DOA Policy Covers

  • Our DOA policy covers live fish that arrive dead upon delivery.

  • The policy is valid only for the first delivery attempt.

  • We cover DOA only if the package is received immediately upon delivery (i.e., not left outside or delayed in collection).

DOA Claim Requirements

To be eligible for a DOA refund or credit, you must follow these steps:

  1. Take clear, timestamped photos or a video of the deceased fish in the unopened shipping bag.

  2. Email us at [your email] within 2 hours of delivery with:

    • Your order number

    • The photos/video showing the DOA fish

  3. Do not dispose of the fish until we confirm your claim.

  4. If all steps are not followed, your claim may be denied.

DOA Claim Form

In order to begin your DOA Claim, please fill out this form using the Name, Email Address, and Order number associated with your purchase. In accordance with our DOA Policy, you will also be required to upload picture/video proof of the DOA before submitting the form. Thank you!