DOA Policy
We take great precautions when it comes to shipping fish!
We will do everything humanly possible on our end to make sure the fish arrive alive and well. Therefore, we're proud to offer you not only DOA guarantee but also Stay Alive guarantee. It means that if your fish die within 7 days from the delivery day you can file a claim to get reimbursed for the dead fish. Please see the rules and restrictions below:
1. If your fish is DOA please let us know within 2 hours from the delivery time shown by the tracking. Please provide a short 30sec video of the fish still in the unopened bag within the day of their arrival . Pictures will not be valid to claim your dead fish. Without a video we cannot validate that your fish is DOA and your claim will become invalid, for all DOA claims please sms us your photo and video to 0493-099040
2. A video of the dead fish must be sent within 2 hours from the delivery time shown by the tracking because sometimes the package was delivered but left outside for a prolonged period of time and we cannot provide you any guarantee for that time. So please be available to receive your order on delivery day. Our ship day is every Monday and Tuesday, Express shipping orders will arrive 1-2 day. If you wish to change delivery day please don't hesitate to contact us to arrange a different delivery day.
3. Our DOA policy only applied to Express Shipping orders.
4. If we can verify/validate your claim we will offer you store credit for the value of the dead fish only.
5. Shipping fee is non-refundable with no exception.
6. Store credit can only be used for live fish purchase.
7. Store credit will expire in 90 days from the issued date.
If you have more questions about our policy please do not hesitate to reach out to us either via email or call us.