DOA / Missing items Policy

DOA & Missing Items Policy

Please read the following conditions carefully before ordering live stock.

Dead on Arrival (DOA) Claims
DOA claims must be submitted within 1 hour of receiving your delivery.

If any livestock arrives deceased, please contact us within the first hour of receiving your delivery. You can contact us via Facebook or email sales@abquatics.shop.

Please provide the following evidence:

  • Clear photographs and videos of the livestock inside the original shipping bag.
  • Clear photographs or videos of the livestock in a separate container.
  • For snails, please provide a minimum 1-minute video showing the snail placed skin-side down in a container.

Once the required evidence has been provided and the claim has been approved, we may offer a refund or replacement.

The buyer is responsible for the shipping cost of replacement livestock.
When DOA Cover Does Not Apply

The DOA policy does not apply in the following circumstances:

  • You were not present to accept the delivery and the parcel was left unattended at your property.
  • The parcel was taken to a post office, collection point or depot for collection.
  • The shipment was delivered to a PO Box address.
  • The livestock was supplied as a free or bonus item.
  • The parcel is lost in transit.
  • The shipment is delivered more than 48 hours after dispatch due to courier or transit delays.
Please ensure someone is available to receive live-stock deliveries as soon as they arrive.
Delayed or Lost Parcels

If your live-stock parcel has not been delivered within 48 hours of dispatch, please lodge an enquiry with the relevant courier as soon as possible.

Australia Post

For Dry Goods, Plants, Shrimp & Snails
Lodge an Australia Post enquiry

StarTrack

For Live Fish Shipments
Lodge a StarTrack tracking enquiry

Transit delays and lost parcels are not covered under our DOA policy.
Refunds & Replacements

If all DOA claim conditions have been met and your claim is approved, we may provide either a refund or replacement.

Original shipping charges are non-refundable.

If the original order qualified for free shipping, the actual shipping cost may be deducted from the refund or replacement value.

The buyer is responsible for paying the shipping cost for any replacement livestock.

Unhealthy Fish on Arrival

If you believe your newly delivered fish is unhealthy, please contact us on the same day it arrives.

Please provide clear photographs and videos showing the condition of the fish.

Where possible, please contact us and provide evidence before introducing the fish into your aquarium.

After reviewing the evidence, we may provide a replacement or refund where appropriate.

Claims made after the fish has been introduced into your aquarium may not be accepted if sufficient evidence of its condition on arrival cannot be provided.
Order Marked Delivered but Not Received

If your tracking shows your parcel as Delivered but you cannot locate it, please contact us and the courier immediately.

Customers must be available to receive live-stock deliveries. If no one is present, the courier may leave the parcel at your property or another safe location.

Proof of delivery from the courier may be provided upon request where available.

Once the courier has confirmed that an order was successfully delivered, the buyer is responsible for parcels that subsequently go missing from the delivery location.
Missing Item From Your Order

If an item is missing from your delivery and it is not shown as out of stock or unavailable on your picking slip, please contact us within 24 hours of receiving your order.

Please provide:

  • A photo showing all items received.
  • A photo of your picking slip.
  • An opening/unboxing video, if available.
  • Your order details.
  • The name of the missing item.

Please email all information to sales@abquatics.shop.