We pack live bettas with oxygen and protective insulation so they can safely travel during standard transit times. If a fish arrives deceased, this policy explains exactly what qualifies, what proof is required, and how refunds are handled—so both buyer and breeder are protected.
Submit within 2 hours of delivery for best approval odds.
Claims are valid only when the bag is unopened & sealed.
Approved DOA refunds cover fish price only (shipping excluded).
Follow these steps in order. If you’re unsure, the safest rule is: keep everything sealed, take clear photos, and contact us immediately.
Quick Video: How to File a DOA Claim
No text in video (AI typo-proof 😄)
The fish must be confirmed deceased inside a fully sealed, unopened bag. If the bag is opened, cut, or re-bagged, the claim is automatically invalid.
Provide clear photos (and/or a short video) showing the sealed bag and the fish inside. Evidence must be readable, well-lit, and unedited.
Claims must be submitted quickly after delivery. Delayed claims are usually impossible to verify fairly.
If approved, we refund only the fish price for the confirmed DOA item. Shipping and fees are not refundable because the carrier service was delivered.
We cannot approve claims that are outside the rules or caused by factors beyond fair verification.
Live shipping always carries some risk. Severe delays, extreme heat/cold, or customs-related holds may increase risk. We pack with oxygen and insulation to maximize survival, but we still require the same proof rules.
If you believe you received the wrong fish, keep the bag sealed and contact us immediately with clear photos of the fish and package label. We will verify using our packing logs and listing photos/videos.
Send your claim via the fastest channel (WhatsApp/Email). Include order details and your proof files in one message so we can process quickly.
Before opening any package: record a 10–15 second video showing the sealed bag, the fish inside, and the shipping label. It’s the fastest way to avoid back-and-forth and get a fair decision.
Quick answers to the most common questions about DOA claims.
Report as soon as possible—ideally within 2 hours of delivery. Fast reporting keeps evidence reliable and helps us resolve fairly.
No. The bag must remain sealed for a valid DOA claim. Once opened, we cannot verify conditions accurately.
We refund the fish price for the confirmed DOA item(s). Shipping fees are not refundable.
Clear photos showing the package label (if available) and the fish inside a fully sealed, unopened bag. A short video is helpful but optional.
Message us immediately before opening anything. Delays increase risk, but proof requirements still apply.