Dead on Arrival Policy

What qualifies as DOA

• Any fish, coral, or invertebrate that is clearly dead upon opening the shipping bag or container.
• DOA status is determined at the moment the package is first opened, not after acclimation or placement in your tank.
• “Clearly dead” means no movement, no response to gentle touch or light, and no gill or polyp motion after 2 minutes of observation in the bag.

Required proof

To process a DOA claim, we need the following within 2 hours of delivery:

1. A clear, unedited photo of the deceased animal still in the sealed shipping bag, showing the full bag and the animal inside.
2. A clear photo of the animal outside the bag on a white or neutral surface, clearly showing the condition.
3. A screenshot or photo of the shipping label with the delivery timestamp visible.
4. Your order number and the email used for purchase.

Videos are accepted in place of photos if they clearly show the above requirements.

Replacement or credit

Once your claim is approved (usually within 1 business day), you may choose:

• Replacement — We will ship a replacement of the same species and size when it is next available. You pay only the new shipping cost.
• Store credit — Full credit for the item's purchase price, valid for 12 months, usable on any live or dry goods.

We do not issue cash refunds for DOA livestock. Credits and replacements are our way of ensuring you still get the healthy animal you wanted.

Exclusions — what we cannot cover

• Claims submitted more than 2 hours after delivery.
• Deaths caused by improper acclimation, poor water parameters, or incompatible tank mates after the animal was successfully introduced.
• Shipping delays caused by the carrier (missed connections, incorrect addresses, or failed delivery attempts).
• Extreme weather events (heat waves, cold snaps, severe storms) that cause carrier delays or temperature damage after the package leaves our facility.
• Missed delivery — packages left on a porch, in a mailbox, or with a neighbor for extended periods in extreme temperatures.
• Damage caused by customs inspection or import processing for international orders.
• Plants are not covered under the DOA policy; see our Refund & Return Policy for plant issues.

Your responsibilities

By ordering live animals from Nexus Aquatics, you agree to:

• Be available to receive the package on the scheduled delivery day, or arrange for someone to receive it indoors.
• Acclimate all animals according to our Arrival Protocol before placing them in your display tank.
• Maintain appropriate water parameters for the species you ordered — test your water before the shipment arrives.
• Quarantine new fish in a separate tank before adding them to your main display.
• Contact us within 2 hours of delivery if anything is wrong — not the next day, not after the weekend.