DOA Guarantee
In the very rare event that the fish you have ordered are delivered on time and are dead on arrival (DOA) and all procedures to file the claim are followed, I will gladly refund you by method of payment received for the DOA product.
To qualify as DOA; the fish must be dead. Dead on arrival means it is dead in the bag when you open the shipping container. If you open the bag and have added the fish to your aquarium you no longer have a claim. Breathing heavily, inactive or not moving, pale, “looking dead” etc., do not count as dead on arrival. Even if the fish appear to be almost deceased, you must attempt to acclimate it. Stress caused by shipping can often cause fish to appear lifeless in their bags, but they may be revived by proper acclimation techniques. Some species travel better than others.
You are required to take possession of your live animals immediately upon delivery. Failure to receive your package on the first delivery attempt will also void the Live Arrival Guarantee. Any DOA claims must be reported within 1 hour of receipt. Receipt is determined at time of delivery as documented electronically by the delivery scan. This is why it is imperative that you are physically present to receive the package when it is delivered.
The delivery scan must be at its original destination. In the event the destination was changed, altered, or forwarded after shipment this typically delays delivery or can even add an extra day of transit time thus voiding the guarantee. Any claims due to packages being left outside for extended periods of time in extreme weather (temperatures greater than 90f degrees or lower than 50f) are void.
Claims must be made within 1 hour of delivery and MUST be accompanied by 3 clear digital photographic or video documentations. Photographic or video documentation of the perished fish must 1: include the dead fish in the original closed bag as it arrived. the bags can be held upside down to view the animal. 2: an additional photo and/or video of it out of water and on top of the bag it was delivered.