DOA Policy

Wet Pets Aquatics

Live Arrival & DOA Policy

We take great care in selecting, packing, and shipping our livestock. Our goal is simple: healthy livestock arriving safely at your door.

DOA Claims Must Be Submitted Within 2 Hours The 2-hour window begins at the carrier-recorded delivery time.

In the unlikely event that a coral or other livestock item arrives deceased, please contact Wet Pets Aquatics immediately. Following the requirements below allows us to quickly review and resolve legitimate DOA claims.

1 Contact Us Within 2 Hours

All DOA claims must be submitted within 2 hours of the carrier-recorded delivery time.

Important: Claims submitted more than 2 hours after the carrier-recorded delivery time are not eligible for our Live Arrival Guarantee.

2 Send Clear Photos

Please document the condition of the livestock immediately upon opening your shipment. Your claim should include:

01 Order Information

Include your order number so we can quickly locate your purchase.

02 Unopened Bag Photo

Send a clear photo of the affected livestock in its original shipping bag or container before opening.

03 Clear DOA Photo

Provide a clear photo showing the condition of the livestock. White or natural lighting is preferred.

Please do not discard the livestock until your claim has been reviewed. We may request additional photographs or information.

What Happens After a DOA Claim?

Once a DOA claim has been reviewed and approved, Wet Pets Aquatics will provide one of the following at our discretion:

Store Credit for the Affected Livestock
Replacement When Available

Credit or replacement applies to the purchase price of the affected livestock only. Original shipping charges are non-refundable. If a replacement must be shipped separately, additional shipping charges may apply.

3 Delivery Requirements

Customers are responsible for monitoring tracking information and making arrangements to receive live-animal shipments promptly.

The Live Arrival Guarantee may be void if:

  • The first delivery attempt is missed or the shipment is refused.
  • An incorrect or incomplete shipping address was provided.
  • The shipment is rerouted or delayed at the customer's request.
  • Livestock is left outside or unattended for an unreasonable period after delivery.
  • Required DOA documentation is not submitted within the 2-hour claim period.

After Successful Live Arrival

Our Live Arrival Guarantee covers the condition of livestock at the time of delivery.

Once livestock has been opened, acclimated, or introduced into an aquarium, Wet Pets Aquatics cannot control water quality, temperature, salinity, lighting, acclimation procedures, equipment, tankmates, or other aquarium conditions.

Losses occurring after successful live arrival are therefore not considered DOA and are not covered by the Live Arrival Guarantee.

Livestock arrived alive but doesn't look right?
Contact us as soon as possible and within the same 2-hour window. Send clear photos or video before acclimation whenever possible. This gives us the best opportunity to evaluate the situation and help.

Shipping Delays & Extreme Weather

Live animals are sensitive to temperature and transit time. Wet Pets Aquatics may delay shipment when severe weather, carrier disruptions, holidays, or other conditions could place livestock at unnecessary risk.

Carrier delays and circumstances outside our control will be reviewed on a case-by-case basis. If a delayed shipment arrives DOA, please still contact us and submit the required photographs within 2 hours of the actual carrier-recorded delivery time.

We're Here to Help

We want every animal purchased from Wet Pets Aquatics to arrive healthy and become a successful addition to your aquarium. If there is a problem with your shipment, contact us immediately and we'll work to resolve legitimate livestock issues as quickly and fairly as possible.

Healthy Fish. Happy Tanks.

By purchasing live animals from Wet Pets Aquatics, you acknowledge and agree to this Live Arrival & DOA Policy.