DOA Policy

Dead on Arrival (DOA) Policy
Effective Date: 08th May 2025
The Happy Reef Ltd – Chartham, Kent, UK

We take packing and livestock welfare extremely seriously. Every fish, coral and invertebrate is inspected before dispatch and carefully packed to travel safely.

In the unlikely event that livestock arrives deceased, we will resolve the issue promptly and fairly, provided the following conditions are met.

  1. Receiving Your Delivery

To remain eligible for DOA cover:

• Someone must be present to receive the parcel on the first delivery attempt.
• Livestock must be brought indoors immediately.
• The box must be opened as soon as possible after delivery.

If a parcel is delayed, left outside, or opened significantly later than the recorded delivery time, DOA cover cannot apply.

  1. Timeframe for Claims

You must contact us within 1 hour of the recorded delivery time.

This timeframe ensures accurate assessment while transit conditions are still clear.

Claims submitted outside this window cannot be approved.

  1. Evidence Required

To assess a DOA claim, both photo and video evidence are required.

A. Photo Evidence

Clear photographs must show:

• The unopened bag with the livestock clearly visible inside.
• The shipping label visible in at least one image.

B. Video Evidence (Mandatory)

A short continuous video must show:

• The livestock removed from the bag.
• The full specimen clearly visible.
• For fish: a clear close-up of the gill area.
• No visible gill movement or body movement.

Photos alone are not sufficient to confirm DOA. Fish can sometimes appear motionless in photographs but still be alive. Video evidence allows us to verify claims accurately and fairly.

Claims submitted without both required photo and video evidence cannot be approved.

  1. What Is Covered

Once verified:

• Store credit will be issued for the livestock value only.

We do not offer refunds on live livestock.
Shipping costs are non-refundable.

  1. What Is Not Covered

• Delayed deliveries.
• Parcels left unattended.
• Incorrect acclimation.
• Livestock introduced into a system before evidence is provided.
• Claims submitted after the 1-hour timeframe.
• Claims submitted without required photo and video evidence.

For certain rare or specialist high-value fish, additional terms may apply and will be stated at point of sale.

We aim to resolve any genuine DOA situation efficiently and professionally. If there is an issue, contact us immediately within the stated timeframe and provide the required evidence so we can assist you promptly.