Aquafish Depot’s Live Arrival Guarantee & DOA Policy

At Aquafish Depot, our commitment to the health and safety of our aquatic animals is our highest priority. We have spent over a decade perfecting our breeding, acclimation, and shipping processes to ensure that every animal we send is robust and ready for its new home. Our dedication to quality and our expert handling procedures allow us to offer a firm and reliable 100% Live Arrival Guarantee on all of our livestock.

This policy is designed to give you peace of mind while protecting the integrity of the hobby. We believe in providing healthy animals at fair prices, and this guarantee is a key part of that promise.

Our Live Arrival Guarantee: What It Means

We guarantee that all live aquatic animals shipped from Aquafish Depot will arrive alive and healthy. This guarantee covers any losses that occur due to shipping-related issues, such as delays or temperature fluctuations, for which the carrier is responsible.

Our guarantee is valid for the duration of the shipping process and up to two hours after the confirmed delivery time. We do not guarantee the health or survival of fish beyond this initial window.

We strongly encourage you to research the specific requirements for each aquatic animal to ensure you have a suitable environment, proper food, and compatible tank mates. Challenges of the hobby, such as poor water quality, incompatibility with existing tank mates, or dietary issues, are the responsibility of the hobbyist.

We stand against the practice of offering extremely long guarantees, which can inadvertently promote careless fish care. By focusing our guarantee on the live arrival of our animals, we are able to maintain lower prices and encourage responsible pet ownership, which we feel is vital for the long-term health of the hobby.

Understanding the DOA (Dead on Arrival) Process

While our DOA record is excellent due to our meticulous packing methods, the unpredictable nature of shipping means that not all deliveries are perfect. In the rare event that you experience a loss, please contact our Customer Support team as soon as the package arrives.

To ensure your claim is valid and processed efficiently, you must follow these steps precisely:

  1. Immediate Notification: You must send your claim within two hours of the delivery time noted on the carrier’s tracking website. This allows us to assess the situation accurately.
  2. Required Evidence: You must send a clear, well-lit photo of the deceased specimen to our support email at sales@aquafishdepot.com. The photo must show the animal clearly inside its original, unopened bag. For larger animals, a photo of the deceased animal outside of the bag is acceptable, but it must be submitted within the two-hour window. Please note that we are unable to accept video submissions for DOA claims.
  3. Claim Details: The subject line of your email must include “DOA” followed by your Order Number (e.g., DOA #1234). In the body of the email, please include your full name and the item name with the quantity of deceased specimens.
  4. Do Not Discard: Please do not discard the deceased animal until your claim has been approved. In some cases, we may request additional photos or information.

Once we receive a valid claim with all the necessary information, we will issue a store credit for the value of the lost animal(s) within 5 business days. We do not send out replacements.

Policies Regarding Refunds and Shipping Costs

Please be aware that our Live Arrival Guarantee covers the value of the livestock only. We do not refund shipping charges. This is because the shipping cost you pay covers only a portion of the actual expense incurred for expedited, insulated shipping with heat/cold packs, which is necessary to get your animals to you safely. To keep overnight shipping a viable and affordable service for our community, we cannot refund these charges.

Special Instructions for High-Value Livestock

To combat the rise in fraudulent DOA claims on more expensive saltwater and some freshwater fish, we have implemented a special requirement for any live animal valued at over $100.

For any store credit or refund on these high-value animals, we now REQUIRE a “proof of death” picture.

After careful consideration of the most humane and least invasive method, we ask that you provide a photo of the deceased animal with its tail removed. We do not take this measure lightly and would prefer not to, but unfortunately, it has become a necessity to protect our business and, by extension, the integrity of the entire aquatic hobby. We appreciate your understanding in this matter and encourage you to reach out to us with any questions before placing your order.

Conditions That Will Void the Guarantee

Our guarantee is comprehensive but has limitations designed to protect the welfare of the animals and ensure a fair process for all. The Live Arrival Guarantee is void under the following conditions:

  • Failed Delivery Attempts: If you are not present to receive the package on the first delivery attempt. Our livestock cannot survive extended periods in an uncontrolled environment.
  • Incorrect Shipping Address: If the address provided by the customer is incorrect or incomplete, leading to a delivery failure.
  • Carrier-Caused Delays: Shipping delays caused by the carrier due to weather, mechanical issues, or other unforeseen events are not covered by our policy.
  • Failure to Follow Instructions: If the customer fails to follow any of the procedures outlined above for filing a claim, the guarantee becomes void.
  • Refusal of Package: If a customer refuses to accept the package upon delivery.

We believe in a transparent and fair process for all our customers. Our policies are in place to ensure that both you and our animals are treated with the utmost care and respect. Thank you for choosing Aquafish Depot as your trusted source for aquatic life. We look forward to serving you.