DOA & Arrival Policy

Aquatic Bliss DOA & Arrival Policy

1. Before Dispatch

All fish are prepared for dispatch with welfare as the priority. Before shipment, fish are:

• feeding and stable;
• checked for visible signs of illness or excessive stress;
• packed carefully to minimise stress during transit.

We reserve the right to delay dispatch if weather, courier conditions, or fish welfare make shipment unsuitable.

2. Inspection on Arrival

Customers must inspect fish immediately upon delivery.

Please do not leave the parcel unopened for an extended period after delivery, as this may affect both fish welfare and our ability to assess any claim fairly.

3. Reporting Timeframe

Any DOA claim or serious arrival issue must be reported within 1 hour of confirmed delivery.

Reports made outside this timeframe may be refused, unless we agree otherwise in exceptional circumstances.

4. Evidence Required

To help us assess a claim fairly and quickly, you may be asked to provide:

• your order number;
• clear photos and/or video of the fish;
• photos/video of the fish in the unopened bag where relevant;
• clear evidence of the issue reported;
• a brief explanation of what has happened.

Claims may be refused where evidence is missing, unclear, or not provided within a reasonable time after request.

5. Conditions for a Valid DOA Claim

A DOA or arrival claim will only be considered where:

• the parcel was accepted on the first delivery attempt;
• the fish was inspected immediately on arrival;
• the issue was reported within the required timeframe;
• sufficient photo/video evidence is provided;
• the reporting process set out in this policy has been followed.

6. Situations Not Covered

We may not be able to offer a remedy where issues arise from circumstances outside our control, including:

• missed delivery or failed first delivery attempt;
• incorrect delivery details provided by the customer;
• delays caused by the courier after attempted delivery;
• the parcel being left unattended after delivery;
• late reporting;
• insufficient evidence;
• fish being introduced to the aquarium before evidence is provided where bag evidence would reasonably be needed;
• incorrect acclimation;
• water quality or parameter differences;
• aggression from tank mates or unsuitable tank conditions.

7. First 24 Hours

The first 24 hours after arrival are the most important settling period for fish.

If you notice unusual behaviour or signs of stress during this time, please contact us promptly. While not every issue after unpacking will qualify as a DOA claim, early contact gives us the best chance to help and advise.

8. After Arrival & Acclimation

Once fish have been successfully delivered and acclimated, their ongoing care becomes the responsibility of the buyer.

We cannot cover losses or health issues arising after introduction to the aquarium where these relate to husbandry, water conditions, acclimation, compatibility, or other factors outside our control.

9. What We May Offer

Where a valid DOA or serious arrival issue is confirmed, we may offer one of the following where appropriate:

• a replacement fish;
• store credit;
• a partial refund;
• a full refund for the affected fish.

The remedy offered will depend on the circumstances, stock availability, and the evidence provided.

10. Postage Charges

Shipping charges are normally non-refundable unless otherwise required by law or agreed by us in writing.

11. Our Approach

We are committed to handling genuine issues fairly, respectfully, and with fish welfare as the priority at all times.

12. Statutory Rights

Nothing in this policy affects your statutory rights under applicable consumer law.

13. Contact Us

If you have an arrival concern, please contact us as soon as possible with your order details and supporting evidence.