DOA Policy

Dead on Arrival (DOA) Policy

All fish are inspected prior to dispatch and leave our premises in good health and condition, packed appropriately for safe transit.

In the unlikely event that livestock arrives deceased, the Customer must notify us within one (1) hour of confirmed delivery.

Clear photographic evidence must be provided showing:

• The deceased fish;

• The fish still sealed inside the original, unopened transport bag;

• The shipping label visible.

Failure to provide notification and evidence within the one-hour timeframe may result in the claim being refused.

Where a DOA claim is validated, we will offer either:

• A refund for the value of the fish; or

• A credit note for the value of the fish.

Delivery charges and packing costs are non-refundable.

If the Customer requests a replacement fish, the Customer is responsible for paying the delivery charge and any associated packing costs for the replacement shipment.

Sko Aquatics guarantees live arrival only. We cannot guarantee the health or survival of livestock beyond the one-hour post-delivery period.