DOA / Missing items Policy

DOA (dead on arrival) / Missing items Policy

1> The DOA (dead on arrival) policy applies within the first hour of receiving the item.

Please include photographs and videos of the specimens in the bag and in a separate container. In addition, please provide a one minute video of the snails with their skin side facing downward in a container.

The buyer is responsible for covering the cost of shipping replacements.

2> DOA (dead on arrival) policy does not apply if you are not present to accept the delivery and the parcel has been left at your location for you.

3> The DOA (dead on arrival) policy does not apply if the item has been taken to a post office for collection.

4> The DOA (dead on arrival) policy does not apply to shipments delivered to PO Box addresses.

5> The DOA (dead on arrival) policy does not apply to lost items or shipments that are delivered after 48 hours due to transit delays caused by Australian Post. In these cases, the buyer must contact Australian Post and raise an issue.

https://helpandsupport.auspost.com.au/s/missing-or-lost-item

If the necessary conditions are met, a refund or replacement will be provided. However, the cost of shipping is non-refundable. If the buyer received free shipping, the cost of shipping will be deducted from the refund or replacement. The buyer is responsible for covering the cost of shipping replacements.

We advice you to lodge an online enquiry if you haven't received your parcel within 48hrs for dispatch.

https://helpandsupport.auspost.com.au/s/missing-or-lost-item

 

Missing items

If an item you have ordered is missing from your delivery, and is not listed as out of stock on your picking slip, please email us picture of item received, opening video if available and picking slip at sales@abquatics.shop within 24hours of receiving your order.