Dead on Arival (DOA)

D.O.A. (dead on arrival) must be reported within 2 hours of its arrival. We will replace dead fish on the next order, calculated as a percentage of the freight expense, or issue a money refund (freight charges not included). To file a claim, please provide us with clear photos or videos of the deceased fish in the unopened bag.

Any mortality that happens if a flight is delayed because of engine trouble or a misconnection flight, with approval and receipt signed by one of the cargo officers as a witness from the airline involved, or other causes beyond our power, the loss must be shared between the shipper and consignee, each a half (50%).