Live Arrival Guarantee (DOA Policy)

Death on Arrival (DOA)

At Betta4u.com, we take great care to ensure that live Betta fish and aquatic products are packed and shipped safely. Our Live Arrival Guarantee is provided to protect customers in the unlikely event that live animals arrive deceased due to transit issues.

Please read the policy below carefully, as different conditions apply to live fish and live fish food.

1. Scope of Live Arrival Guarantee

1.1 Live Fish (Eligible for DOA Guarantee)

All live Betta fish are covered under our Live Arrival Guarantee and are eligible for a DOA (Death on Arrival) claim, subject to the conditions outlined in this policy.

If a live fish is confirmed dead upon arrival, we will offer either:

A refund for the item value, or
Store credit of equivalent value

The decision between refund or store credit is at the sole discretion of Betta4u.com.
Shipping fees are non-refundable.

1.2 Live Fish Food (Worms, Moina, etc.)

Live fish food, including but not limited to tubifex worms, moina, daphnia, and other live feeds, are NOT automatically covered under the Live Arrival Guarantee.

Eligibility (if any) is strictly based on the individual product description.
If a product is stated as not entitled to Live Arrival Guarantee, no DOA claim, refund, or replacement will be provided.

Customers are responsible for:

Reading the product description carefully
Following all handling and receiving instructions stated on the product page

2. Validity Period

The Live Arrival Guarantee is valid only on the day of delivery.

Customers must be prepared to receive the parcel and immediately inspect all live items upon arrival. Proper tank setup, water quality, acclimation, and post-arrival care are the customer’s responsibility.

3. Conditions to Qualify for Live Arrival Guarantee

To be eligible for any DOA claim, all of the following conditions must be met:

3.1 Correct Shipping Method Selection

Customers must select the correct shipping option for live items (e.g. Live Box Parcel).

If an incorrect shipping option is selected (e.g. Normal Parcel instead of Live Box Parcel):

The order will be shipped according to the customer’s selection
All Live Arrival Guarantee claims will be void
The customer bears full responsibility
No refund or replacement will be issued

3.2 Notification Within 24 Hours

All DOA claims must be reported within 24 hours from the delivery time.

Claims submitted after this period will not be accepted.

3.3 Clear Photographic Evidence (Mandatory)

The following photos are required to validate a DOA claim:

For live fish DOA:

One clear photo of the unopened bag, with the bag tie facing down
One clear photo of the dead fish placed on top of the styrofoam box lid (for counting and verification)

Photos must be clear and unedited. Failure to provide proper evidence will void the claim.

3.4 First Delivery Attempt Only

Claims are void if:

The customer misses the first delivery attempt
Delivery is delayed due to customer unavailability

Betta4u.com is not responsible for losses caused by delayed receipt.

3.5 Accurate Shipping Information

Customers must provide complete and accurate shipping details.

We are not responsible for:

Incorrect addresses
Incomplete information
Deliveries made based on customer-provided errors

3.6 No Forwarding of Parcels

Parcels must be delivered directly to the original shipping address on the delivery date.

Any forwarding, rerouting, or redirection that causes transit delay will void the Live Arrival Guarantee.

4. Exclusions

The following are not covered under the Live Arrival Guarantee:

Free items or extras included with the order
Death caused by customer negligence or failure to receive the parcel promptly
Stress coloration, lethargy, or minor fin damage
Fish that are alive upon arrival but later decline due to acclimation, water quality, or tank conditions

Only fish that are Dead on Arrival (DOA) qualify for claims.

5. Submitting a DOA Claim

To submit a claim, please follow the steps below:

5.1 Email Submission

Send an email to betta48gallery@gmail.com
Subject line: Order Number – DOA Claim

5.2 Claim Details

Include:

Order number
Clear description of the issue
Required photographs (as stated above)

For unhealthy or damaged (non-DOA) items, provide photos in a container or tank.

5.3 Missing Items

For missing items, include:

A clear photo of the packing slip
Photos of all received items with labels visible

5.4 Snail Orders

Snails may remain inactive for several days after shipping.

Place them upright in a visible area of the tank.
If there is no recovery or foul odor, inspect immediately and contact us within the claim window.

6. Claim Assessment & Resolution

All claims are reviewed by our customer service team.

Approved claims will result in:

Refund to the original payment method or
Store credit issued as a Betta4u.com gift card (no expiry)

Please note that response times may be longer on weekends or public holidays.

7. Return Policy for Live Items

Due to the perishable nature of live products:

No returns are accepted for live fish, live food, plants, or perishables

For assistance, contact us at betta48gallery@gmail.com.

By purchasing from Betta4u.com, customers acknowledge and agree to this Live Arrival Guarantee and Return & Refund Policy.