Finaquatics

FinAquatics

DOA Policy

DOA Policy (Dead on Arrival)

At Finaquatics, we take extreme care when packaging and shipping live fish to ensure they arrive in peak condition. However, because we are dealing with live animals, rare issues can occur. Therefore, we designed our DOA Policy to provide fair support and peace of mind for our customers.

📌 Eligibility for a DOA Policy Claim

To qualify for a claim, you must follow these strict requirements:

  • Unboxing Video: You must record a continuous unboxing video from start to finish without any cuts or edits.

  • Visibility: You must ensure the dead fish is clearly visible within the original packaging in the video.

  • Timeframe: You must raise your claim within 2 hours of the official delivery time.

  • Integrity: Please do not tamper with or open the package before you begin recording the video.

📦 How to Claim Under Our DOA Policy

If you experience a loss, please follow these steps:

  1. First, send your unboxing video via WhatsApp or Email to our support team.

  2. Next, provide your Order ID and specific details regarding the species affected.

  3. Finally, our team will verify the footage and respond with a resolution within 24 hours.

💰 Our DOA Policy Compensation

  • Refunds: We only compensate the amount for the affected fish.

  • Shipping: Please note that we do not refund shipping charges.

  • Resolution: Additionally, we typically provide compensation as store credit or a replacement in your next order.

❌ Scenarios Not Covered Under the DOA Policy

Our guarantee does not apply if:

  • You fail to provide a valid, uncut unboxing video.

  • You submit a claim after the 2-hour delivery window.

  • You cause damage through wrong handling or improper acclimation.

  • The fish shows minor color variations or temporary stress.

⚠️ Vital Post-Arrival Note: Stress & Acclimation

It is common for fish to appear dull, pale, or inactive immediately after arrival due to travel stress. This is not a “Dead on Arrival” situation. Before raising a concern, please follow our Step-by-Step Acclimation Guide (Return Policy) to help your new pets recover. Proper acclimation is the best way to ensure the long-term health of your aquatic life.

Frequently Asked Questions (FAQ)

What if my delivery is delayed by the courier? Our DOA Policy still applies! As long as you record the unboxing video within 2 hours of the actual delivery time, you are covered.

Can I get a cash refund? As per our policy, we provide compensation through store credit or replacements to ensure you can still complete your tank setup. Check out our New Arrivals (shop) to see what’s currently in stock for replacements.

Need Help?

Contact our support team for any questions regarding our DOA Policy.

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