DOA means dead on arrival — fish that arrive deceased in the original shipping bag. Claims require timely proof per the Live Arrival policy.

What proof do I need for a DOA claim?

Keep fish in the unopened original bag, photograph or video the fish and shipping label clearly, and contact support within the published claim window with your order number.

Common exclusions include wrong address, nobody home, package left outside, late claims, improper acclimation, uncycled tanks, and losses after fish are released into the aquarium.

Is the shipping fee refundable on DOA?

Shipping fee handling depends on the resolution path in the current DOA policy. Review the Live Arrival page for the latest refund, replacement, or store-credit rules.

Home >

Guppy Live Arrival Guarantee & DOA Policy

International transshipper orders · seller-to-transshipper leg

International Transshipper DOA Policy

This policy covers a confirmed DOA event on Seller (Vietnam) → Professional Transshipper. It does not extend to the domestic transshipper-to-buyer leg.

DOA deadline: Evidence must be sent within 2 hours of the transshipper inspection time. The clock starts when the transshipper physically inspects and verifies the shipment.

HiGuppy international transshipper DOA policy with two-hour claim window and unopened bag evidence — Keep the original bag and shipment identifier until review is complete.

Required evidence

clear photo or video of the fish’s condition;
fish in the original unopened shipping bag;
visible shipping label or shipment identifier;
order number and international tracking details;
transshipper arrival or verification record;
additional box/packing photos if requested.

Do not open, empty, discard or alter the original bag before evidence is captured.

How to submit

Keep the fish in the original unopened bag.
Photograph/video the fish, full bag, label, box and packing.
Record order number, tracking number, transshipper and inspection timestamp.
Send evidence to simonjay0805@gmail.com within 2 hours.
Wait for review before discarding fish or packaging.

Claims after 2 hours or without proper evidence may be rejected.

Refund policy

Refund basis

Fish price only

A confirmed international-leg DOA refund covers the affected fish price only. International shipping, transshipper fees, customs fees, permit/inspection fees and domestic-reshipment charges are non-refundable under the standard refund.

Partial loss

Per affected fish

If some fish survive, the partial refund is calculated according to the price of each confirmed affected fish.

Refund processing target: 3–5 business days after approval.

Replacement instead of refund

HiGuppy provides replacement fish at no charge for an approved international-leg DOA claim.
The buyer pays the new international shipping cost and transshipper fee.
Replacement ships with the next available export schedule.
If evidence clearly shows a HiGuppy packaging or shipment error, HiGuppy may cover part/all replacement shipping as a discretionary exception.

Three-level review framework

Covered

DOA on the HiGuppy-to-transshipper leg.
Complete evidence with unopened bag and visible identifier.
Claim within 2 hours of inspection.
Approval after evidence review.

Not covered

Domestic transshipper-to-buyer shipment.
Customs/permit/inspection/quarantine issues.
Airline, carrier, weather or logistics delay outside HiGuppy’s control.
Refused delivery, wrong address or delayed pickup.
Late claim, missing evidence or improper acclimation.

Case-by-case review: Exceptional events where responsibility is unclear may be reviewed individually. Any goodwill outcome is discretionary and is not an automatic third-party fee reimbursement.