RC Aquatics – DOA Policy for Shipped Livestock
RC Aquatics ships fish, corals, and invertebrates with a Live Arrival Guarantee. In the rare event that an animal arrives Dead-on-Arrival (DOA), we require customers to follow the procedure below in order to document and verify the condition. (This ensures a fair claim process for both parties).
Reporting a DOA Shipment
Customers must notify us immediately if any livestock is DOA. Notification should occur within 60 minutes of delivery by email so that we can begin the DOA claim process. Please include your order number and a brief description of the issue when reporting.
Required Evidence
To validate a DOA claim, we require clear photo and video documentation. Please provide all of the following as soon as possible (and within 1 hour of delivery time):
Unboxing video: A continuous video showing the sealed shipping box being opened, and each bag or container being removed one by one. Clearly focus on each animal and its bag/plug in the video to document its condition.
Sealed-bag photo: A clear photo of any animal suspected to be dead while it is still in its sealed shipping bag. The photo must show the entire bag and seal intact (so we can confirm packaging and shipment conditions)
Top-down video (optional): A top-down video of the deceased animal after its bag has been opened can further confirm its condition. This video should clearly show that the animal is not moving.
Dead animal photo: If an animal in the bag is dead after opening, place it on the opened box lid (or another neutral surface) and take a photo. Include a visible date/timestamp or a label with the order name/number next to the animal so the identity and timing are clear. This verifies that the photo corresponds to this specific order.
Submission deadline: All required images and videos should be submitted to us within 1 hour of the package’s delivery time.
After you have captured the media, please send it immediately via email or WhatsApp. Do not discard the dead animal or dispose of its packaging yet. We may request that the specimen be returned to RC Aquatics (at our expense) for examination. If it cannot be shipped back immediately, freeze the animal to preserve it until shipping. (Note: Do not remove the animal from its original bag or plug unless instructed, as doing so may void the DOA claim apart from for the image on the top of the polybox lid.
Resolution (Replacement or Store Credit)
If the above steps verify a true DOA, RC Aquatics will issue either a replacement for the deceased item or store credit of equal value at RC Aquatics discretion, the replacement will . This is consistent with industry practice. Shipping charges for the order are not refunded or credited – only the value of the dead livestock. We do not offer cash refunds for DOA livestock.
Exclusions & Customer Responsibilities
Shipping issues: Our DOA guarantee applies only to livestock that arrive dead. We do not cover packages lost, delayed, or damaged in transit by the carrier. Any claim for a truly lost or damaged shipment must be filed with the carrier (FedEx, UPS, DHL, etc.). RC Aquatics will cooperate by providing documentation if needed, but we are not liable for carrier mishaps.
Weather and delivery day: We are not responsible for delays caused by extreme weather or carrier issues. We ship from Northern Ireland and will advise you of local weather conditions when possible. Ultimately, you must choose a suitable shipping date. We ship on weekdays and use next-day or overnight services and without exception the customer who placed the order will be available to receive the package on the scheduled delivery day.
Presence at delivery: You must be present at first delivery attempt, and the package must be delivered to the address you provided. If someone else signs or if the package is forwarded or mis-delivered or rescheduled, the DOA guarantee may be void.
No Matter the condition of the box, the delivery has to be accepted. As they are still live animals if the delivery is rejected it will void your claim.
Shipping Methods
RC Aquatics uses professional couriers (UPS, FedEx, DHL, etc.) and carefully insulates and oxygenates every livestock shipment. Most orders are dispatched by Monday–Wednesday for next-day delivery on Tuesday–Thursday. (We do not ship on Thursdays/Fridays when possible, to avoid weekend delays.) All shipments will be confirmed with a tracking number and estimated arrival date. Please keep an eye on the tracking and notify us immediately if the package is delayed or appears damaged upon arrival.
We know this procedure is detailed, but these steps protect both you and RC Aquatics and ensure that any DOA claims can be processed smoothly with the carrier. Thank you for your careful attention to this process, and for choosing RC Aquatics for your marine livestock.
Contacts for DOA Notification:
Email: orders@rcaquatics.com
(Please include your order ID and date of delivery in any DOA report.)