AquaBay DOA Policy (Dead on Arrival)

At AquaBay, we care deeply about animal welfare and buyer protection. That’s why we have a clear Dead on Arrival (DOA) policy for all live animal and plant orders.

Buyers:

• You must report a DOA within 1 hour of the recorded delivery time (from courier tracking).
• You must contact the seller directly through AquaBay.
• You must include clear photographic or video evidence.
• Documentation must show:
  • The condition of the outer packaging
  • The shipping label with delivery time visible (if possible)
  • The deceased or damaged animal/plant
  • Clear indication that it is the same species or animal variant as listed and purchased
  • For aquatic animals, photos or video must include the animal inside the originally sealed bag or packaging and again after opening
• All evidence must be submitted within the 1-hour timeframe. Messages like “I have a DOA” without attached evidence will not be accepted.
• If valid, the DOA claim is automatically accepted.

Sellers:

• Must follow the 1-hour DOA policy for all live listings.
• Must ship responsibly using proper packaging and 24hr services.
• Must provide a refund or replacement for valid claims.

Important: According to UK law, once the animal is delivered, the buyer becomes responsible for its welfare. The 1-hour window is fair and final.ponsible for its welfare. The 1-hour window is fair and final.