Live Arrival and DOA Policy

“Dead on arrival” or “DOA” means that a fish, shrimp, snail or other animal has died before the customer receives and opens its transport bag.

An animal that dies after the bag has been opened is not classed as DOA. However, please contact us promptly if you experience a problem, as we may still be able to offer advice or assistance.

You must report a DOA to us within one hour of the courier recording the parcel as delivered.

Please email info@tropaquatics.co.uk and include:

• Your full name;
• Your order number;
• The species and number of animals affected;
• A clear photograph of the outside of the parcel;
• A clear photograph of the livestock while still inside the unopened transport bag; and
• A clear, continuous video showing the affected livestock inside the unopened and sealed transport bag.

The video must clearly show the condition of the animal and that the original transport bag has not been opened or altered.

We may request further photographs or information where reasonably necessary to assess the claim. Please retain the livestock, bags and packaging until we confirm that they are no longer required.

Opening or disposing of the bag before taking the required evidence may prevent us from verifying a DOA claim.

The customer, or another responsible adult, must be available to accept the livestock delivery at the delivery address.

The parcel must be brought inside and checked immediately. Livestock must not be left unattended outside, in a porch, in a safe place, with a neighbour without prior agreement, or in unsuitable temperatures.

Our DOA cover may not apply where the death or deterioration was caused or contributed to by:

• Nobody being available to accept the delivery;
• An incorrect or incomplete delivery address;
• The customer requesting delivery to a safe place;
• The customer redirecting or rescheduling the parcel after dispatch;
• The customer refusing the delivery;
• A delay caused by the customer or someone acting on their behalf;
• The parcel not being opened and checked promptly; or
• Failure to follow the courier's tracking and delivery notifications.

We will consider the circumstances fairly and this does not affect any rights you may have where Tropaquatics or the courier is legally responsible.

Once a claim has been reviewed and accepted, Tropaquatics will offer either:

• A refund for the purchase price of the affected livestock; or
• Store credit equal to the purchase price of the affected livestock.

The remedy will be agreed with or confirmed to the customer following assessment of the claim.

Original delivery charges are not normally refunded under the DOA guarantee because the delivery service has been provided. If the entire livestock order is affected, or the law otherwise requires it, we will consider whether delivery charges must also be refunded.

We do not normally send an individual replacement animal under a DOA claim. The customer may use store credit to place a future order, subject to stock availability and the applicable delivery charge.

The DOA guarantee does not cover:

• An animal reported more than one hour after recorded delivery;
• An animal removed from or shown outside the original transport bag;
• Claims without adequate photographic or video evidence;
• Death or illness occurring after the bag has been opened;
• Loss caused by unsuitable acclimatisation;
• Placing livestock into an immature, uncycled or unsuitable aquarium;
• Incorrect water temperature, chemistry or salinity;
• Aggression, incompatibility, predation or escape after introduction;
• Existing fish transmitting illness to newly introduced livestock;
• Customer-requested redirection or postponement after dispatch; or
• Failure to accept or promptly unpack the delivery.

These exclusions do not apply where doing so would unlawfully restrict a customer's statutory rights.

Fish and other aquatic livestock can appear pale, inactive or stressed while inside a transport bag. This does not necessarily mean that the animal is dead or seriously unwell.

Please follow our acclimatisation guidance carefully. Do not dispose of an animal that appears inactive without first checking for signs of life and contacting us for advice.

Livestock delivery dates are estimates rather than guaranteed appointment times unless expressly stated otherwise.

If a courier delay occurs, please contact us and continue monitoring the tracking information. Do not refuse the delivery solely because it is late. Properly packed livestock can often remain safe in transit longer than expected.

Tropaquatics may delay dispatch because of extreme heat, cold, storms, courier disruption or any other circumstances that could place livestock at unnecessary risk. We will contact you to arrange the next suitable dispatch date.

The customer is responsible for providing a mature, properly maintained and suitable aquarium before ordering.

Please check that:

• The aquarium is fully cycled;
• Ammonia and nitrite are both zero;
• Temperature and water chemistry are suitable;
• Existing tank mates are compatible; and
• The aquarium is secure and appropriately sized.

Our published care information is general guidance. Customers should research the particular needs of each species before purchasing.

All DOA claims and livestock concerns should be sent to:

Email: info@tropaquatics.co.uk

Tropaquatics LTD

Company number: 17232070

Animal Activity Licence: 26/02405/ANIPET