Dead On Arrival D.O.A Policy
At Ripple Effect Aquatics, we are committed to ensuring the best health and well-being of our live ornamental aquarium fish during transportation. However, we acknowledge that unfortunate incidents may occur.
Please carefully review our Dead On Arrival (D.O.A.) policy below:
1. Eligibility for D.O.A. Claims:
Because live fish are highly perishable, you must notify us and submit your documentation within 2 hours of the livestock being physically received.
• For Home Delivery: Claims must be submitted within 2 hours of the courier’s time-stamped delivery.
• For Post Office Collection: Livestock must be collected on the same day it arrives at the post office. Your 2-hour claim window begins the exact moment the post office scans the item as collected.
Please note: Our Live Arrival Guarantee is strictly void if the package spends an overnight period sitting at a post office, or if a claim is submitted outside of the 2-hour post-collection/delivery window.
D.O.A. claims will only be considered if the fish arrives deceased with the shipping bag (fish bag) unopened, if the fish arrives double-bagged, we allow the outer bag to be opened to take clear documentation of the fish if it is hard to see. If the inner bag is opened, we unfortunately cannot accept the claim as the fish is then considered out of our care.
2. Documentation Required:
In the event of a D.O.A., it is essential to provide:
- Two clear photos and a short video of the deceased fish with the inner shipping bag unopened.
This documentation is necessary to process your claim. Failure to provide adequate documentation may result in denial of your D.O.A. claim.
- Please try wiping the outside of the bag first.
- If the fish is still unclear, you may carefully remove the outer bag only to get a clearer photograph and video of the fish inside the sealed inner bag.
- The inner bag seal must remain intact to qualify for our live arrival guarantee. Claims for fish in opened bags will not be accepted.
3. Exclusions:
D.O.A. claims will not be accepted if the inner shipping bag (fish bag) has been opened. Once the shipping bag is opened, it is considered that the fish is no longer under our care, and therefore, a refund or return cannot be facilitated.
Claims for D.O.A. must be made within the specified timeframe and with the required documentation.
Claims are void if the customer requests a delivery redirection, provides an incorrect address, or is not available to receive the package on the first delivery attempt.
4. How to Submit a D.O.A. Claim:
Upon discovering a D.O.A. incident, please contact our customer service team immediately using our DOA Contact Form.
Provide the necessary documentation (photos and video) as outlined above.
Our team will promptly review your claim and provide further instructions.
5. Resolution of D.O.A. Claims:
Approved D.O.A. claims may result in a refund or replacement of the deceased fish, at our discretion.
Refunds will be processed within a reasonable timeframe following claim approval.
Orders paid via Buy Now, Pay Later services (like ZipPay) are subject to the same DOA policy. Refunds will only be processed according to these rules and documented evidence.
6. Contact Information:
For any questions or assistance regarding a D.O.A. claim, please contact us by filling out a contact form, or use the chat bubble provided on the bottom right of the screen.
We're always happy to help!
By making a purchase from Ripple Effect Aquatics, you agree to adhere to this D.O.A. policy. We appreciate your understanding and cooperation in ensuring the health and satisfaction of your aquarium livestock.