DOA (Dead on Arrival) Policy
Live Aquatics Policy:
I wish we could say that we have a 100% success rate on our shipments, but with shipping live fish there is always a small risk of a fish nor surviving the trip. We try our best to pack our fish as safely as possible, which has resulted in a 97-99% success rate based on the season.
In the rare case of a DOA (dead on arrival) occurring, please follow these steps to submit a claim VIA email to info@pwbettas.com
- Do not open the bag
- Please take a clear photo of the entire bag (showing the fastening on the bag as well) with the fish inside the bag visible. You may submit multiple photos
- Send these images within 2hr of delivery to our email. We will confirm this timeframe with the tracking information, no exceptions.
In cases of DOA we will issue store credit for the cost of the fish that can be used for future purchase at PNWBettas.com
Shipping is non-refundable as the entire fee spent swords shipping is used when the order is fulfilled.
Because we cannot control your aquariums or water parameters, there is no guarantee/warranty on fish after they arrive in good health.
If you believe the fish you have received is not in good health for any reason please reach out to us by the end of the delivery day and provide photos along with your concerns. Keep in mind, the fish being pale is normal after shipping. It can be a stressful process and they may take some time to get used to their new home.
Live Invertebrates Policy:
Shrimp may be shipped in breather bags, which allow oxygen and CO2 to pass through the bag, but not water. These bags may be slightly opaque.
In the case of a DOA (dead on arrival) occurring, please follow these steps to submit a claim VIA email to info@pwbettas.com
- Do not open the bag
- Please take a clear photo of the entire bag (showing the fastening on the bag as well) with the fish inside the bag visible. You may submit multiple photos, including a photo of any DOA shrimp in your acclimation container. You still MUST include at least one image of the dead shrimp in the closed bag as well.
- Send these images within 2hr of delivery to our email. We will confirm this timeframe with the tracking information, no exceptions.
Snails may be shipped "dry" which means they are in a wet paper trowel in a container rather then a bag of water. To determine that your snail(s) have arrived alive remove them from the packaging and inspect their shells for any damage.
Smell the snails to ensure there is no foul odor coming from them (this is the tell tail sign of a DOA snail). Place them into a separate container and wait for them to come out of their shells to place into your aquarium
In the case of a DOA snail (bad smell) or wont come out of the shell for over 24hr, please email us at info@pnwbettas.com. Damage shell DOA claims must be made within 2hr of delivery.
Live Plants Arrive Alive Guarantee:
We guarantee the arrival of your plants in good condition. There may be a few dead leaves or mild melting after shipping which is standard when having live plants shipped. If your plants arrive with anything more then mild melting or other shipping stress, reach out to us for a full refund for the cost of the DOA (dead on arrival) plant. Shipping is non-refundable for live plants.
Email us at info@pnwbettas.com with photos of your aquatic plant(s) within 6hr of delivery to make a DOA claim. The delivery time is determined by the tracking, which we will check to confirm the timeframe.
Other shipping information:
Make sure to read all other relevant shipping information for your order