LIVE ARRIVAL GUARANTEE (Dead-on-Arrival/DOA Policy)
We provide a Live Arrival Guarantee that covers the cost of the fish only. Please note that shipping fees are non-refundable.
To qualify for this guarantee, the following conditions must be strictly followed:
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If a fish arrives sick or dead, you must send clear photo or video evidence of the unopened bag showing the fish’s condition within 2 hours of delivery.
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All evidence should be submitted via email to support@indobettaandfreshwater.com.
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Opening the bag voids the guarantee.
If your claim is approved, you may choose one of the following resolutions:
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A replacement fish will be included in the next transhipper shipment. The customer will be responsible for applicable domestic shipping and transhipper fees.
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A refund for the fish (excluding all shipping costs).
Important: Once the fish is removed from the bag, we are not responsible for any problems related to water quality, temperature changes, acclimation, or other care-related issues.