CUSTOMER CARE
DOA policy.
Our draft reporting process for a fish that arrives deceased. The final time limit and remedies must be agreed with shipping partners before launch.
What to do on arrival
- Record a clear, continuous unboxing video before opening or removing the fish from its packaging.
- Take clear photos and video showing the fish and packaging.
- Keep the packaging and shipping label until the claim has been reviewed.
- Submit a report through your inquiry/order page as soon as possible.
Information required
Provide your inquiry ID, arrival date and time, a description of what happened, and supporting photos or video.
Review
Each report is reviewed against the final published policy, evidence, carrier records, and applicable destination restrictions. A report does not automatically guarantee a refund or replacement.
Policy details to confirm
Before accepting paid orders, publish a precise reporting deadline, accepted evidence, exclusions, and available remedies. These details must match shipping partner agreements and applicable consumer law.