D.O.A Guarantee
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We Have You Covered!
Is your item Dead On Arrival? We'll take care of you! DOA must be reported with 4 hours of confirmed delivery time.
1. Send a picture of the shipping box.
2. Send a picture of the unopened fish bag with the deceased fish.
Disclaimer
- Please note that all missing items / damaged items must be reported within 24 hours of delivery.
- We are not responsible for any shipping delays, damages, or mishandlings.
- Store credit is given for qualified items. We do not issue refunds or replacements.
- Shipping costs are non-refundable.
- We reserve the right to void DOA Guarantee IF:
- livestock is discarded before being reported or
- we are not contacted within the 4 hour DOA timeframe.
- We are not responsible for any errors in acclimation or general care (eg. water parameters, temperature).
- If your order is delayed, damaged, or leaking you are still required to receive it. DO NOT refuse shipment. Do NOT return it as we do NOT accept returns.
- The shipping address must be the final destination. If your order is "forwarded" to a different address than the one on the order, the guarantee will be void.
- Orders that are reported to be lost, misdelivered, or stolen despite Proof of Delivery, are NOT covered by our DOA policy. Customers must reach out to UPS or FedEx to start a claim for "Lost Package." We will be happy to provide assistance in providing information needed for claims. If for any reason we reciece a claim reimbursement directly, no more than the amount provided in the claim reimbursement will be granted as a refund.