DOA POLICY
DOA (Dead on Arrival) Policy
At Newtown Aquarium, we take every precaution to ensure your fish arrive healthy and safe. Each fish is carefully packed with oxygen in double-sealed bags and insulated for safe travel of up to three days. For longer journeys, we add ammonia-absorbing polyfilter and heat packs when necessary—adjusted to suit the destination and season.
We understand how disappointing it can be to receive an unwell or deceased fish, and we're here to help if that happens. To make the process smooth and fair for everyone, please follow the steps below if you need to submit a DOA claim.
1. If Your Fish Arrives Dead on Arrival (DOA)
If any fish arrives DOA, we’ll offer you either a refund or store credit for the fish.
Please note: shipping costs are non-refundable, regardless of the situation.
2. How to Submit a DOA Claim
To ensure your claim is valid, please:
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Contact us via email within 2 hours of receiving your order.
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Include a clear photo of the fish still inside the unopened original bag.
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Make sure the photo clearly shows the condition of the fish.
We can’t accept claims if the bag has been opened or if photos are unclear.
3. If a Fish Arrives Unwell
If a fish arrives alive but seems unwell:
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Please email us within 2 hours of delivery.
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Include clear photos and a short description of the issue.
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We’ll assess the situation and may offer a credit or refund at our discretion.
4. Once the Fish Is in Your Aquarium
Once fish are introduced into your tank, we can no longer be responsible for their health. However, if you've followed Step 3 and the fish passes away shortly after introduction (such as in a quarantine tank), your claim may still be considered—provided initial contact was made within 2 hours of delivery.
If you ever have any questions or concerns, don’t hesitate to reach out. We're hobbyists too, and we’re committed to making sure you—and your fish—have the best experience possible.
DOA claims should be sent to our email:
Info@newtownaquarium.com.au