DOA Guarantee Dead on Arrival
We are responsible for the safety of your fish until they arrive in your hands.
Easy claim, fast processing, guaranteed resolution.
What is the DOA Guarantee?
A plain-English explanation — no legal jargon.
DOA (Dead on Arrival) means a fish that is found dead inside the shipping bag at the time the package is first opened — not after it has been released into the aquarium.
If this happens, we will replace it, no complicated conditions. The claim MUST be submitted within 30 minutes of receiving the package, accompanied by a valid unboxing video.
4-Step Claim Process
Follow these steps exactly to ensure your claim is processed successfully.
Record Unboxing Video
The video must capture the package from the outside through to the moment the fish bag is opened — uncut, unedited. Fish condition must be clearly visible BEFORE the bag is opened.
Claim within 30 Minutes
Send the video + photos to the admin via WhatsApp within a maximum of 30 minutes of the courier's delivery timestamp. Claims submitted after this window cannot be processed.
Send Photos + Order Number
Clear photos of the dead fish inside the bag, plus a screenshot of your tracking number or order receipt. Photos must be sharp and well-lit.
Verification & Replacement
Admin verifies within 1–2 hours. If approved, choose your preferred replacement option from the three available.
Remember: Time is counted from the last timestamp in the courier tracking (J&T/SiCepat/AnterAja), not from when you open the door. Screenshot your tracking as proof of delivery time.
3 Replacement Options
Choose the option that suits you best after your claim is verified.
Fish Replacement
Replacement fish sent on the next shipping day (Saturday/Sunday). Free shipping for replacements.
Store Credit +10%
Fish value + 10% bonus becomes store credit for your next purchase. E.g. fish worth Rp 100K → credit Rp 110K.
Partial Refund
Refund of fish price (shipping cost not included) to your bank account or e-wallet within 1–3 business days.
⚠️ When the Guarantee is Void
Click each item for a full explanation.
Need to Submit a DOA Claim?
Prepare your unboxing video and fish photos, then contact us immediately within 30 minutes.