DOCUMENT THE INTERNATIONAL HANDOFF
Submit a HiGuppy DOA claim.
For losses documented at the transshipper’s inspection of a HiGuppy international shipment. The published policy controls eligibility; a submission is not approval.
Confirm which shipment stage is involved.
This process supports the current international Live Arrival / DOA policy: HiGuppy Vietnam → professional transshipper. The transshipper’s physical inspection and verification time starts the two-hour claim window.
The later domestic transshipper-to-buyer delivery does not restart that window and follows the transshipper’s own live-arrival terms. Use the tracking guide to distinguish the two stages.
Four steps from inspection to claim review.
Keep the affected bag sealed
Do not open, empty, discard or alter the original shipping bag before the required sealed-bag and shipment-identification evidence has been captured.
Capture the fish and shipment
Take clear photos or video of the affected fish, the full unopened bag and visible shipment identifier. Include the box and packing where relevant.
Record the inspection and email promptly
Include the order number, international tracking, transshipper inspection or verification record, and inspection date and time. Email hello@higuppy.com within two hours of the physical inspection and verification.
Preserve evidence for review
Retain the affected fish, original bag and relevant packing until HiGuppy has enough information to complete the review. Follow any clarification request without discarding the original evidence early.
Connect the affected fish to the shipment and time.
- Clear photo or video of the affected fish.
- The fish still inside the original unopened shipping bag.
- A visible shipping label or another shipment identifier.
- HiGuppy order number and international tracking details.
- Professional transshipper inspection or verification record.
- Inspection date and time, plus box or packing photos where relevant.
Capture the required proof promptly. Do not wait for a perfect photo set and miss the current window. Late submissions or insufficient identifying evidence may make a claim ineligible under the published policy.
Send the claim to hello@higuppy.com.
Use the subject DOA Claim – Order #, adding the order number. Put the basic timeline in the message and include the required photo or video evidence.
Identify the order
HiGuppy order number, international tracking details and the professional transshipper involved.
Describe the inspection
Inspection or verification date and time, the affected fish and the attached evidence identifying the bag and shipment.
The email button opens your email application; it does not send a claim or upload evidence automatically. Add the details and attachments, then send the message. A general contact-page enquiry is not a substitute for following the policy’s claim instructions and deadline.
What happens after the evidence is sent.
HiGuppy reviews the timing, shipment identity and documented condition before confirming eligibility and the affected fish. Further information may be needed if the records are unclear.
Keep the original evidence available during this review. The submission itself does not confirm a refund, replacement or reimbursement of shipping fees. The policy’s refund-processing target applies after approval, not from the moment the email is sent.
Approved claims follow the published remedy terms.
Fish-price refund
A confirmed international-leg DOA refund covers the affected fish price. Partial losses are calculated per confirmed affected fish. The current processing target is 3–5 business days after approval.
Replacement fish
Approved affected fish can be replaced at no fish-price charge, subject to availability and the next available export schedule. The buyer pays the new international shipping and transshipper fees.
International shipping, transshipper, customs, permit, inspection and domestic-reshipment fees are outside the standard fish-price refund. Read the Return & Refund Policy alongside the DOA policy for the complete terms.
A claim can fall outside the standard coverage.
- Domestic shipment or delivery after the international transshipper handoff.
- Customs, permits, government inspection or quarantine issues.
- Airline, carrier, weather or logistics events outside HiGuppy’s control.
- Refused delivery, incorrect receiving details or delayed pickup.
- Late claims or missing required shipment evidence.
- Losses after acclimation or in an unsuitable aquarium.
The full policy explains these boundaries. Exceptional cases may be reviewed individually, but a discretionary goodwill outcome does not create automatic reimbursement of third-party fees. Order-specific written terms and applicable consumer rights take precedence where required.
DOA claim process FAQ.
When does the two-hour claim window begin?
It begins when the professional transshipper physically inspects and verifies the HiGuppy international shipment. The later domestic delivery to the final buyer does not restart the window.
Can I open the affected bag before documenting the loss?
Keep the affected fish in the original unopened shipping bag until the required sealed-bag and shipment-identification evidence has been captured. Follow the full DOA policy’s evidence-preservation instructions.
Which email address should I use?
Send the evidence to hello@higuppy.com with DOA Claim – Order # in the subject and the order number added. Include the international tracking and transshipper inspection information.
Does sending an email mean the claim is approved?
No. HiGuppy reviews eligibility, timing, shipment identity and evidence before confirming any remedy. An email draft is not a sent claim.
Are shipping and transshipper fees refunded?
Not under the standard fish-price refund. The published policy excludes the listed route and third-party fees; the buyer pays new international shipping and transshipper fees for replacement fish.
What if the fish arrived alive but later looks unwell?
Use the Health Support After Arrival route and appropriate care guidance. This DOA process does not create a new guarantee for later health concerns or extend the transshipper inspection window.
Keep the policy and route information together.
Use the current policy as the source of truth. This page organizes the steps; it does not expand coverage or promise an outcome.
Related: Shipping Policy, Order Tracking and Return & Refund Policy. Process checked against the published DOA policy on September 12, 2026.
