Dead on Arrival (DOA) Claim Form

Dead on Arrival (DOA) Claim Form

To be eligible for credit, any issues with orders must be reported within an hour of receiving the delivery.
We offer a Live Arrival Guarantee for all orders shipped overnight, assuming they are delivered on the expected arrival date. This guarantee is exclusive to overnight shipments; we do not provide a live arrival assurance for orders shipped by slower methods. Please note, shipping fees are not included in our Live Arrival Guarantee.

In the case of DOA fish confirmed under our guarantee, we will provide a credit towards your next purchase. We do not offer refunds for DOA livestock. For details on non-guaranteed fish or to learn more about our DOA policy, please visit the provided link. For general inquiries or additional information on shipping, follow the link provided.

After submitting your DOA claim, please refrain from calling us immediately. Once you receive a website confirmation that your submission has been received, rest assured we will assess your claim and process credits as soon as possible, within 24 hours.


  • Please submit a detailed list of all DOA (Dead on Arrival) fish, including the quantity of each, and add any extra comments or notes regarding your order. (This information is required.)
  • Email over at least 2 clear photos of the DOA fish in their unopened bag.(Required; DOA claim VOID if not done).  Email is