Death on Arrival (DOA) Policy
At R&K Aquatics, we take the utmost care in packaging and shipping our fish to ensure they arrive healthy and stress-free. However, we understand that sometimes things can go wrong during transit.
What is covered under our DOA Policy:
If your fish arrives dead (DOA), we will offer a refund or replacement for the affected fish. This policy applies only to fish that are dead upon arrival and must be reported within 2 hours of delivery.
Requirements for a DOA Claim:
1. You must provide clear, timestamped photos of the deceased fish in the unopened bag within 2 hours of the delivery time shown by the courier.
2. You must also provide a photo of the outer packaging showing any visible damage (if applicable).
3. Contact us via email or our Facebook page with your order number, photos, and a brief description of the issue.
What is NOT covered:
- Fish that die after being introduced to your tank - Claims made more than 2 hours after delivery - Fish that were alive on arrival but died shortly after - Losses due to incorrect acclimation procedures - Orders where the delivery was delayed due to the customer not being available to receive the package
Refund or Replacement:
Once your claim is approved, you may choose either a refund for the affected fish or a replacement (subject to availability). Please note that shipping costs are non-refundable unless the entire order was DOA.
Our Commitment:
We stand behind the quality of our fish and are committed to making things right if something goes wrong. If you have any questions about our DOA policy, please don't hesitate to contact us before placing your order.
Thank you for choosing R&K Aquatics!