DOA Policy

Dead on Arrival (DOA) Policy


Our Guarantee

  • We guarantee that all live fish shipped from our store arrive alive and healthy.
  • If a fish arrives dead upon delivery, we will replace it or issue a store credit according to the conditions below.


Conditions for a DOA Claim

To be eligible for a replacement or credit, the following must be met:

  1. Timing: You must notify us within 24 hours of delivery.
  2. Evidence: Provide clear photos of the dead fish in the shipping container before disposal.
  3. Shipping: Fish must have been received in the original shipping container.
  4. Order Completion: Only live fish shipped by our recommended overnight method are covered.


What We Offer

  • Replacement: We will send the same fish species (or closest available) at no additional shipping cost.
  • Store Credit: Alternatively, you may choose store credit for the value of the fish.


Important Notes

  • DOA coverage does not apply to plants or other non-living items.
  • Improper handling or delayed acceptance of delivery may void the DOA guarantee.
  • If multiple fish are ordered and only some arrive dead, we will replace only the deceased fish.