At Isaan Aquatics, we take every precaution to ensure your livestock arrives healthy and in good condition. However, due to the nature of shipping live animals, there are rare cases where losses may occur.

This policy outlines the steps and requirements for DOA claims.

 

DOA Guarantee Eligibility

Our DOA guarantee applies under the following conditions:

• The shipment is delivered on the first delivery attempt

• The package is received on time and not delayed due to carrier issues outside of our control

• The correct shipping address was provided at checkout

• Weather conditions at both origin and destination are within safe shipping ranges

Orders that do not meet these conditions may not be eligible for coverage.

 

How to File a DOA Claim

In the unlikely event of a DOA, you must:

1. Contact us within 2 hours of delivery

2. Provide clear photos or video showing:

   • The livestock in the unopened bag

   • The condition of the livestock

   • The shipping label on the box

All claims must be submitted via email to:
isaanaquatics@gmail.com

Failure to provide required documentation within the time window may result in denial of the claim.

 

Resolution Options

If your claim is approved, we will offer one of the following:

• Replacement of the livestock (if available), or

• Store credit equal to the purchase price of the affected item(s)

Shipping costs are non-refundable, unless otherwise determined at our discretion.

 

Important Notes

• We do not guarantee live arrival if packages are left outside, exposed to extreme temperatures, or not promptly brought indoors

• Minor cosmetic differences (color variation, size variation) are not considered DOA

• Stress during shipping is normal; livestock may require time to recover after arrival

 

Weather & Shipping Delays

We reserve the right to delay shipment if weather conditions are unsafe for livestock. This is done to protect the health of your order.

Carrier delays (e.g., USPS, UPS) are outside of our control. While we pack all shipments to withstand normal transit conditions, extended delays may impact livestock health.

 

Customer Responsibility

By placing an order, you agree to:

• Monitor tracking information closely

• Be available to receive the package upon delivery

• Follow proper acclimation procedures upon arrival

 

Our Commitment

We are committed to responsibly breeding, handling, and shipping healthy livestock. If an issue arises, we will work with you to find a fair and reasonable solution.

If you have any questions about this policy, please contact us before placing your order.

— Isaan Aquatics