Document first · international-leg DOA
DOA Claim Process for Live Fish Orders
For international transshipper orders, the claim clock begins at the transshipper inspection time.
Submit within 2 hours: Send complete evidence to simonjay0805@gmail.com within 2 hours of the transshipper inspection time. Final domestic delivery does not start HiGuppy’s international-leg window.
Step-by-step
- Keep the bag unopened. Do not open, transfer or discard the fish or bag.
- Capture evidence. Photograph/video the fish in the original unopened bag, full bag, visible label and box/packing.
- Record inspection. Note order number, tracking number, transshipper and inspection timestamp.
- Email the claim. Send evidence to simonjay0805@gmail.com within 2 hours.
- Wait for review. Keep fish and packaging until HiGuppy confirms documentation is complete.
Possible approved resolutions
Refund
Fish price only, calculated per confirmed affected fish. Target: 3–5 business days after approval.
Replacement
Replacement fish are provided at no fish-price charge. Buyer pays new international shipping and transshipper fees.
Normally outside coverage
- late claim or missing photo/video, unopened-bag or identifier evidence;
- customs, permit, inspection or quarantine issues;
- weather, airline, carrier or logistics delays outside HiGuppy’s control;
- refused delivery, wrong address or delayed transshipper pickup;
- domestic shipment after transshipper acceptance;
- improper acclimation or unsuitable water/aquarium.
Case-by-case: Exceptional logistics events may be reviewed individually. Goodwill is not an automatic fee reimbursement.
