Our DOA POLIcy

Dirty Little Reefer is committed to delivering healthy and vibrant marine fish and corals to our customers. However, due to the sensitive nature of live aquatic life, we have established a clear Dead on Arrival (DOA) Policy to address any issues that may arise during transit. This policy applies to all marine fish and coral shipments throughout the European Union and the United Kingdom.

Our DOA policy covers the safe arrival of marine fish and corals to your designated delivery address. This policy applies if the marine life arrives in a state of death or irreversible decline due to conditions sustained during transit.

To ensure the policy is applicable:

• The package must be inspected immediately upon arrival.
• Any DOA claims must be documented within 2 hours of the recorded delivery time.

Failure to inspect and report within this time frame may void the eligibility for DOA coverage. Please ensure you are available to receive and inspect your shipment upon its arrival.

To file a DOA claim:

• Due to the nature of this a box opening video is recommended to see the condition of the box and to confirm no tampering has occurred.
• Provide clear photographic evidence of each affected fish or coral in its unopened original packaging.
• For fish and coral, submit additional photos showing the species’ condition after removing it from the packaging, if safe to do so.
• Ensure all photos are well-lit and focused, with the date and time visible or verifiable.
• Submit your photos and a detailed account of the condition of the marine life to our customer service team via WhatsApp or email within 2 hours of delivery.

Claims missing photographic evidence or submitted after the designated time frame ARE NOT eligible for compensation (Except for extenuating circumstances, and solely at the discretion of Dirty Little Reefer).

Upon receiving and verifying a DOA claim:

• We will provide an option for a full or partial refund based on the specific circumstances, or we will arrange a replacement shipment if possible.
• Replacement is subject to availability and delivery schedules.
• Refunds are typically processed within 1-3 business days from claim approval.

Our DOA policy does not cover:

• Deaths or decline caused by conditions unrelated to transit, including issues arising after the 2-hour inspection period.
• Marine life that arrives alive but suffers from health issues later due to aquarium acclimation procedures.
• Shipments delayed or damaged due to incorrect delivery information provided by the customer.
• Shipments delayed due to public holidays, please ensure you advise the team whether your country has a public holiday close to the arrival date.

We go to great lengths to ensure that each fish and coral is safely packaged:

• Marine life is transported in secure, temperature-controlled packaging designed to maintain optimal conditions.
• In cases where transit delays or other unforeseen issues compromise our standard packaging protections, we will take this into consideration during the claims process.

Dirty Little Reefer provides an acclimation guide to help customers safely transfer marine life into their tanks. Following these instructions is essential to avoid additional stress on the animals, which can impact their health after arrival. Failure to adhere to proper acclimation procedures may void the DOA policy.

To maximize the success of each delivery, customers are expected to:

• Provide accurate shipping details.
• Be available to accept and inspect shipments upon arrival.
• Follow the acclimation guide provided with the shipment.

While we strive to ensure safe and healthy delivery of marine life, Dirty Little Reefers is not liable for incidental or consequential damages arising from DOA cases. The extent of our liability is limited to the replacement or refund on the specific items purchased as specified in this policy.

For any DOA claims, concerns, or questions, please contact our customer service team at:

Email: admin@dirtylittlereefer.com
Phone: +447760304522
Our team is available to assist with DOA claims, answer questions, and provide further guidance on care and acclimation.