Dead On Arrival (DOA) Guarantee

At Fish Hut Aqua, livestock welfare comes first. We professionally pack all live fish, shrimp, snails and plants to give them the best chance of arriving safely.

✅ Live Arrival Guarantee

We offer a live arrival guarantee when livestock is delivered on time, received promptly, and all DOA claim requirements are followed.

The DOA guarantee may be void if the parcel is delayed, mishandled by the courier, exposed to extreme weather, or left unattended.

📸 DOA Claim Requirements

• Claims must be reported within 30 minutes of delivery.
• Clear photos or videos must show the livestock inside the original sealed bag.
• Do not open the bag before taking evidence.
• All affected livestock must be clearly visible in the same photo or video.
• Please also take photos of DOA outside of the packaging once above is complete.
• Shipping costs are non-refundable.

❌ When DOA Guarantee Is Void

• Courier delays or mishandling (especially with Australia Post for regional areas).
• The parcel is left unattended after delivery.
• The bag is opened before photos/videos are taken.
• Livestock has been added to the aquarium.
• Photos/videos are unclear or incomplete.
• Extreme heat or cold conditions.
• Incorrect address, PO Box or Parcel Collect including LPO used for live shipments.

📧 How to Submit a DOA Claim

Please submit your claim within 30 minutes of delivery via our claim form on this page.

After submitting the form, email your photos or videos to:
nishal@fishutaqua.com.au

Make sure your order number is included in the subject line for faster processing.

💰 Refunds & Replacements

• Approved DOA claims may be refunded or credited.
• Replacements can be arranged, however postage must be covered by the customer.
• No exchanges on live fish or plants.

⚠️ Important Notes

• By selecting Australia Post, you accept responsibility for courier delays in regional areas.
• StarTrack Shipping and Air Freight Shipping are quoted after your order has been placed. If you select either shipping method at checkout, we will calculate the shipping cost and send you an invoice for payment before your order is dispatched.
• We prioritise animal welfare over speed and may delay shipping if required.
• About Tracking and Delivery from Aus Post: https://auspost.com.au/receiving/tracking-service

Fish Hut Aqua reserves the right to approve, decline, refund, replace or cancel claims/orders at our discretion based on the evidence provided and delivery conditions.