Dead On Arrival Policy
Effective Date: 04/06/2023
We take great care in packing and shipping our live fish to ensure they arrive in good condition. However, in the unlikely event that your fish arrive dead on arrival (DOA), we offer the following policy:
-
Notification: You must notify us of any DOA fish within two (2) hours of delivery. You can do this by sending an email with clear photos the deceased fish in the unopened bag or container.
-
Replacement or Refund: If you have followed our acclimation and care instructions and experienced a DOA, we will offer a partial refund of the purchase price for the DOA fish. Shipping fees are non-refundable.
-
Shipping Temperature: If the temperature in your area is above or below our recommended shipping temperature range, we may ask you to delay your shipment until conditions improve. This is to help ensure that the fish arrive alive and healthy.
-
Shipping Carrier: We use reputable shipping carriers to transport our live fish. If you choose to have the fish shipped by a different carrier or method, we cannot guarantee the condition of the fish upon arrival and cannot offer a DOA policy.
It's important to note that our DOA policy applies only to fish that arrive dead upon arrival. Any health issues or mortalities that occur after the two (2) hour notification window are the responsibility of the customer.
By purchasing live fish from us, you agree to these DOA policy terms and conditions.