Dead on Arrival Policy
Dead on Arrival (DOA) Policy
At Aqua Group, we pride ourselves on the quality and health of our livestock, and we take every precaution to ensure safe and secure delivery. All livestock is carefully inspected, packed in insulated containers, and shipped using trusted couriers to minimise stress and risk during transit.
However, in the rare and unfortunate event that a fish or coral arrives deceased, our DOA policy is in place to offer reassurance and protection.
Reporting a DOA
To qualify for a DOA claim, you must follow these steps precisely:
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Inspect your order immediately upon delivery.
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If any livestock appears to have perished in transit, you must notify us within two (2) hours of signing for the parcel.
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Your DOA report must include the following:
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Clear photographs of the affected fish or coral still sealed inside the unopened original packaging.
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A short video showing the condition of the livestock inside the box and sealed bags.
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A photo of the shipping label on the box, with the delivery timestamp visible.
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This evidence is essential for validating your claim and cannot be accepted if the packaging has been opened or tampered with prior to reporting.
Conditions of Coverage
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DOA cover only applies to livestock that is found deceased upon arrival.
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Livestock that shows signs of distress or dies after being placed in your aquarium is not covered under this policy.
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Aqua Group does not accept liability for livestock that has been exposed to unsuitable tank conditions, improper acclimatisation, or mishandling after delivery.
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Claims submitted beyond the two-hour window or lacking required documentation will unfortunately be void.
Resolution Options
Once we have reviewed and confirmed your DOA claim, we will offer you the following options:
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A refund for the value of the affected livestock item(s), or
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A store credit to be used towards a future order.
Please note that shipping fees are non-refundable
