DOA Claims - Planted Aquaria - Bring Nature Home

DOA CLAIMS

We want to make your online shopping experience for your fish and plants as worry-free as possible.

Please make sure you're available to receive the package on the first delivery attempt.
For online orders, you must submit your claim no more than 2 hours after package arrival.
For in-store purchases, you must submit your claim no more than 4 hours after purchase.
Orders for live plants and fish placed from Thursday to Sunday will be prepared and picked up on Monday to prevent packages from sitting in the courier's warehouse over the weekend.

Standard: 2-5 Business Days
Express: 1-2 Business Days
Overnight: 1 Business Day

Please note that all shipments require 1 processing day in addition to the shipping times.

Quick clarification about Overnight shipping: It means that once the courier picks up the package, it will be delivered the following day. It does not mean you will receive it the day after placing the order. We still need time to prepare, pack, and hand the package to the courier within 1-2 business days.

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Standard Rates: No DOA coverage
Express Rates: 50% coverage for fish, 100% coverage for plants
Overnight: 100% DOA coverage

For shipments, we use a selection of couriers based on the shipping method:

Standard Shipments: ICS Courier or Canada Post
Express Shipments: UPS, Purolator, FedEx, or Canada Post (ICS Courier in Ontario only)
Overnight Shipments: UPS, FedEx, or Canada Post

You can request a specific courier by leaving a note in your order, but please note that additional costs may apply.

If the actual shipping cost exceeds what you paid, we may contact you for a price adjustment. The adjustment must be paid within 48 hours, either via e-transfer or credit card. Failure to pay will result in order cancellation.

All successful DOA claims will be returned in the form of gift card/credit and can be used towards your next purchase or replacement purchase.
No P.O. boxes for live plant and livestock orders; please use a home address. P.O. box orders void the DOA guarantee.
DOA guarantee policy applies to Canadian orders only. International orders have DOA conditions determined on a case-by-case basis.
DOA coverage remains valid even in the event of delays caused by severe weather or courier-related issues.
If your package arrives late due to courier-related issues, you may be eligible for free shipping credit, which can be used for DOA replacements or additional purchases. Contact us to confirm eligibility before using the credit.
To claim DOA coverage, clear photos of the DOA in the original packaging must be emailed as evidence. Please ensure the livestock is identifiable in the photos. The easiest way to take photos is by laying the deceased livestock on a tissue/napkin.
DOA credits only cover the purchase itself and cannot be used for shipping costs. There are no refunds or substitutions for DOAs.
If the plant or livestock species that was DOA is unavailable for reordering, we can substitute it with a different species of livestock only.

Situations where DOA guarantees are void:

Missed deliveries, delays due to rescheduling, or leaving the package outdoors for an extended period.
Requesting a change of mailing address after the order has been packed and shipped.
Any wrong address input during the ordering process voids the DOA guarantee.
Special shipment requests outside regular shipment days.
Failure to provide DOA photos within 2 hours of receiving the package.
Unidentifiable items in photos will not be considered for DOA coverage.
If the package is returned to us (e.g., refused, missed delivery, wrong address), items, livestock, and shipping costs will not be reimbursed or exchanged.

For customers who have made in-store purchases, we provide a guarantee that your fish will safely reach your aquarium. If, unfortunately, a fish does not survive the journey home and passes away while still in its transport bag, we will promptly issue a credit to your account for the affected fish.

Please note that once the fish is introduced into your aquarium, any subsequent events are beyond our liability and responsibility. However, if you have concerns or require assistance with any issues that arise afterward, please don't hesitate to contact us via email, and we will work together to find a resolution.

When submitting a DOA (dead on arrival) claim, kindly include a clear photograph of the deceased fish placed on a napkin for better visibility. You can initiate your claim by using the form below. Your satisfaction is important to us, and we are here to assist you.

SUBMIT YOUR DOA CLAIM

Please take a moment to submit your DOA Claim below and fill out all fields for quickest resolution.

Remember, for your claim to be valid, you must submit your claim within 2 hours of receiving your shipment.

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