Live Fish Arrive Alive Guarantee & DOA Policy

Ordering live fish online should be exciting, not stressful.

At Aquaholics Aquarium Supplies, we take great care when selecting, packing and dispatching live fish. Our Arrive Alive Guarantee gives you extra peace of mind in the unlikely event that a fish arrives deceased.

If you experience a problem with your live fish delivery, please don't panic. Follow the simple steps below and we'll help you get the claim sorted as quickly as possible.

Our Arrive Alive Guarantee

Eligible live fish purchased from Aquaholics are covered by our Arrive Alive Guarantee.

If a fish is dead on arrival (DOA), contact us within 2 hours of delivery with the required information and photographs so we can assess your claim.

Once an eligible DOA claim has been verified, we can arrange either:

• Store credit for the value of the affected fish; or
• A refund for the value of the affected fish to your original payment method.

We do not automatically re-ship individual DOA fish. This avoids requiring customers to pay another specialist live-fish freight charge simply to replace one fish.

What to Do If a Fish Arrives DOA

If a fish has unfortunately arrived deceased, please contact us as soon as you receive the delivery.

To make a claim under the Aquaholics Arrive Alive Guarantee:

1. Check your live fish immediately after delivery.
2. Take a clear photograph of the affected fish.
3. Email us within 2 hours of delivery.
4. Include your full name and order number.
5. Attach a clear photograph showing the DOA fish.

Please send DOA claims to:

doafish@aquaholicsonline.com.au

Clear information helps us assess your claim quickly and prevents unnecessary delays.

What Information Do We Need?

Please include:

• Your full name
• Your Aquaholics order number
• Your email address
• A clear photograph of the deceased fish
• Details of which fish in the order were affected

If more than one fish is affected, please make sure the photographs clearly show all fish included in the claim.

Why Do Claims Need to Be Made Within 2 Hours?

Live animals can be affected quickly by temperature, water quality and conditions after delivery.

The 2-hour reporting period allows us to reasonably confirm that the fish was affected during transport rather than after it had been unpacked or introduced into another environment.

For this reason, we strongly recommend checking your delivery as soon as it arrives rather than leaving the parcel unopened.

The 2-hour timeframe applies to claims under our additional Arrive Alive Guarantee and does not limit any rights you may have under the Australian Consumer Law.

Please Be Available for Your Delivery

We strongly recommend that you or another person is available to receive your live fish delivery.

Live fish orders are shipped with Authority to Leave (ATL). If nobody is available, the courier may leave the parcel in a suitable safe location at the delivery address.

Being available means you can bring the fish inside promptly and avoid the parcel remaining outdoors in excessive heat, cold or direct sunlight.

Once your order has been dispatched, keep an eye on the courier tracking so you know when your fish are expected to arrive.

Make Sure Your Delivery Address Is Correct

Please provide a complete and accurate street address when ordering live fish.

Double-check:

• Street number
• Street name
• Suburb
• State
• Postcode
• Any unit or business number

An incorrect or incomplete address can cause avoidable delivery delays, which is particularly important when live animals are in transit.

How We Pack Live Fish

We take additional precautions when sending live animals.

Live fish are carefully packed in specialist fish transport bags with freshwater and oxygen. An ammonia-neutralising product is also used as part of our transport preparation, and heat packs may be added during colder conditions when appropriate.

The fish bags are then packed into an insulated Styrofoam transport box to help protect them while travelling.

You can learn more about our livestock shipping process on our Buying Live Fish & Aquarium Plants Online page.

What Happens After We Receive Your DOA Claim?

Our team will review the information and photographs supplied with your claim.

If the claim meets the requirements of our Arrive Alive Guarantee, you can choose between:

Store Credit

A store credit equal to the value of the eligible DOA fish can be added for use on a future Aquaholics purchase.

Refund

Alternatively, we can refund the value of the eligible DOA fish through the original payment method used for the order.

What About the Original Shipping Cost?

Under our Arrive Alive Guarantee, the original live-fish shipping cost is not normally refunded when only part of the livestock order is affected, because the freight service has still been used to deliver the remainder of the order.

If the entire live-fish shipment is confirmed as DOA, the freight component will also be reviewed as part of the claim.

This policy does not exclude or restrict any remedies you may otherwise be entitled to under the Australian Consumer Law.

What Does the Arrive Alive Guarantee Cover?

The Aquaholics Arrive Alive Guarantee is designed specifically for fish that are dead when the shipment arrives.

It does not act as a general health guarantee after a fish has been successfully delivered and introduced into the customer's aquarium.

Once fish enter a new aquarium, many factors outside our control can affect them, including:

• Water quality
• Temperature
• pH and hardness
• Acclimation
• Existing tank mates
• Aquarium maturity
• Ammonia or nitrite
• Disease already present in the aquarium

This is why we recommend having a fully cycled, suitable aquarium ready before your fish arrive.

What If My Fish Looks Stressed but Is Still Alive?

Fish can appear pale, dark, inactive or stressed immediately after transport.

This does not necessarily mean the fish is unhealthy.

Shipping is naturally stressful and many fish require some time in suitable aquarium conditions before their normal colour and behaviour return.

If you are concerned about a fish when it arrives, take photographs and contact us promptly so we can provide guidance.

What If a Fish Is Missing From My Order?

If you believe a live fish is missing from your shipment, please contact us promptly with your order number and details of the missing item.

We will check the order and packing information and arrange the appropriate solution if an item has been omitted.

Preparing Your Aquarium Before Delivery

The best way to give new fish a good start is to have the aquarium ready before they arrive.

Before ordering live fish, make sure:

• The aquarium is fully cycled
• Ammonia and nitrite are not detectable
• The aquarium is at the correct temperature
• Water parameters suit the species being purchased
• Your filtration is established and operating correctly
• The aquarium is large enough for the fish as they mature
• Existing tank mates are compatible

Check the care information on individual live fish product pages before ordering if you're unsure about a species.

Our Commitment to Your Fish

We want every fish we send to arrive safely and settle successfully into its new home.

Our packing methods, scheduled livestock dispatch days and Arrive Alive Guarantee are all designed to give both the fish and our customers the best possible experience when buying live aquarium fish online.

If something does go wrong, contact us promptly and we'll work through the claim with you.

Australian Consumer Law

Our Arrive Alive Guarantee is provided in addition to your rights under the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Need Help With a Live Fish Delivery?

For a DOA claim, email:

doafish@aquaholicsonline.com.au

For general questions about ordering or shipping livestock, see our Live Fish & Plant Shipping Guide or contact Aquaholics.

Frequently Asked Questions

What does DOA mean?

DOA means Dead on Arrival. It refers to a live fish that has unfortunately died before or during delivery and is deceased when the customer receives the shipment.

How long do I have to report a DOA fish?

To make a claim under the Aquaholics Arrive Alive Guarantee, contact us within 2 hours of receiving your delivery and provide the required photographs and order details.

What proof do I need for a DOA claim?

Please provide your full name, order number and a clear photograph of the deceased fish. If more than one fish is affected, make sure all affected fish are clearly documented.

Will I receive a refund for a DOA fish?

Once an eligible claim has been verified, you can choose between store credit or a refund for the value of the affected fish.

Will Aquaholics send another fish?

We do not normally re-ship individual DOA fish. Eligible claims are resolved through store credit or a refund so another specialist livestock freight charge is not automatically required.

Is live fish shipping refunded if one fish arrives DOA?

Under our Arrive Alive Guarantee, the original shipping charge is not normally refunded when only part of an order is affected. If the entire live-fish shipment is confirmed as DOA, the freight component will also be reviewed. This does not limit rights available under Australian Consumer Law.

Do I need to be home when my live fish arrive?

We strongly recommend being available. Live fish parcels are sent with Authority to Leave, so if nobody is present the courier may leave the shipment in a suitable safe location.

What if my fish looks stressed when it arrives?

Fish can temporarily appear pale, dark or inactive after transport. If you are concerned about a fish on arrival, take photographs and contact Aquaholics promptly for advice.

What if a fish is missing from my order?

Contact us promptly with your order number and details of the missing fish. We will review the order and arrange an appropriate solution where an item has been omitted.

Does the Arrive Alive Guarantee replace my Australian Consumer Law rights?

No. The Aquaholics Arrive Alive Guarantee is an additional store guarantee and does not exclude or restrict rights available under the Australian Consumer Law.