AquaKlub Live Arrival Guarantee & DOA Policy
At AquaKlub, we pride ourselves on importing and shipping healthy, high-grade livestock. We use specialist thermal packaging and express overnight couriers to ensure your fish arrive safely.
In the rare event that an item arrives Dead on Arrival (DOA), we offer a full store credit or refund for the affected livestock under the strict conditions outlined below.
1. Requirements for DOA Claims
To qualify for a refund or replacement credit, you must meet all of the following criteria:
Must Be Received on First Delivery Attempt: Someone must be present to sign for or accept the package on the first delivery attempt. If the delivery fails because no one was home, the Live Arrival Guarantee is void.
1-Hour Reporting Window: You must report any DOA within 1 hour of the official courier delivery timestamp.
Unopened Bag Proof: You must provide 2 clear photos and a 5-second video showing the dead livestock clearly inside the original, unopened, sealed bag.
WARNING: Floating the fish, opening the bag, or placing the fish into your aquarium before taking photos/videos will immediately void the Live Arrival Guarantee.
2. How to Submit a Claim
If your fish arrives dead:
1. Do NOT open the plastic bag.
2. Take 2 clear photos and a short
video of the fish inside the sealed bag under good lighting.
3. WhatsApp us immediately at 020 3432 3897 or email aquaklublnd@gmail.com with your Order Number and the attached media within 1 hour of delivery.
3. What Is Covered (and Excluded)
Covered:
The full retail purchase price of the deceased livestock (issued as a refund or store credit for your next import drop).
Not Covered:
Shipping Costs: Courier shipping fees are non-refundable as the courier service was rendered.
Incorrect Address Details: Loss caused by incorrect delivery addresses or postcodes provided at checkout.
Tank Incompatibility: Losses caused by improper acclimation, poor water parameters, or aggressive tankmates after the bag has been opened.
Delays Outside Our Control: Delays caused by customer-requested delivery rescheduling.