INTERNATIONAL LIVE ARRIVAL / DOA
International live arrival & DOA policy.
For HiGuppy guppy shipments, this policy covers the international leg from Vietnam to a professional transshipper. It explains claim eligibility, the current two-hour evidence window, common exclusions, and remedies after approval. The later transshipper-to-buyer domestic leg follows the transshipper’s own live-arrival terms.
The current HiGuppy DOA window begins when the professional transshipper physically inspects and verifies the international shipment. Keep the affected fish in the original unopened shipping bag, capture the shipment evidence first, and email the claim to hello@higuppy.com within that window.
IS THIS A HIGUPPY CLAIM?
Confirm the shipment stage before you open or discard anything.
The international and domestic delivery stages are separate. A complete claim starts by confirming that the affected fish is being documented at the professional transshipper’s inspection of the HiGuppy international shipment.
International leg only
This policy covers the shipment from HiGuppy in Vietnam to the professional transshipper. The fish and shipment must be identifiable as part of that international handoff.
Coverage ends at the transshipper
The later domestic reshipment from the transshipper to the final buyer is outside this HiGuppy policy and follows the transshipper’s own live-arrival terms.
The clock starts at inspection
The current two-hour window begins when the professional transshipper physically inspects and verifies the international shipment—not when the final buyer later receives a domestic package.
Evidence comes before the outcome
Submitting evidence does not automatically approve a refund or replacement. HiGuppy reviews timing, shipment identity and the documented condition before confirming a resolution.
DOA CLAIM PROCESS
Four steps from transshipper inspection to claim review.
Document first. Opening, discarding or altering the affected bag too early can remove evidence needed to verify the claim.
- 01
Keep the affected bag sealed
Do not open, empty, discard or alter the original shipping bag before the required evidence has been captured.
- 02
Document immediately
Take clear photos or video of the affected fish, the full unopened bag, visible shipment identifier, and the box or packing when relevant.
- 03
Email within two hours
Send the evidence to hello@higuppy.com within two hours of the professional transshipper’s physical inspection and verification. Include the HiGuppy order number and international tracking details.
- 04
Keep evidence until review is complete
Retain the affected fish, original bag and relevant packing material until HiGuppy has enough information to complete the review.
EVIDENCE CHECKLIST
Make the affected fish and shipment easy to verify.
A useful claim package connects the affected fish to the verified international shipment and the professional transshipper’s inspection time.
- Clear photo or video of the affected fish.
- Fish still inside the original unopened shipping bag.
- Visible shipping label or other shipment identifier.
- HiGuppy order number and international tracking details.
- Professional transshipper inspection or verification record.
- Inspection date and time, plus box or packing photos when relevant.
AFTER AN APPROVED CLAIM
Approved claims use the confirmed affected fish as the basis of the remedy.
A claim is reviewed before a resolution is confirmed. The standard remedy applies to the verified affected fish value rather than every cost connected with the shipment.
Fish-price refund
A confirmed international-leg DOA refund covers the price of the affected fish. Partial losses are calculated per confirmed affected fish.
Replacement fish
Approved affected fish can be replaced at no fish-price charge, subject to availability. Replacement timing follows the next available export schedule.
Excluded fees
International shipping, transshipper, customs, permits, inspection and domestic-reshipment fees are outside the standard fish-price refund. A replacement requires the buyer to pay the new international shipping and transshipper fees.
Refund processing target
The current policy lists a 3–5 business-day processing target after a fish-price refund has been approved.
COMMON EXCLUSIONS
This international-leg policy does not cover every loss after shipment.
The following situations are outside the standard HiGuppy international-leg DOA coverage or can make a claim ineligible under the published terms.
- Domestic transshipper-to-buyer shipment or delivery.
- 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 claims without the required shipment evidence.
- Losses after acclimation or in an unsuitable aquarium.
Have an international-leg DOA concern?
Keep the affected bag sealed, preserve the shipment identifier and transshipper inspection time, then send the evidence to hello@higuppy.com within the current two-hour window. Use the subject “DOA Claim – Order #” and include the order number and international tracking details.
Last reviewed: September 10, 2026. For route timing and handoff questions, review the Shipping Policy and Order Tracking guide. Order-specific written terms and applicable consumer rights take precedence where required.
COMMON QUESTIONS
International live arrival & DOA FAQ
When does the two-hour DOA clock start?
It starts when the professional transshipper physically inspects and verifies the HiGuppy international shipment. It does not start when the final buyer later receives a separate domestic package.
Can I open the affected bag before taking evidence?
No. Keep the affected fish in the original unopened shipping bag until the required sealed-bag and shipment-identification evidence has been captured.
Where should I send a HiGuppy DOA claim?
Email the evidence to hello@higuppy.com with “DOA Claim – Order #” in the subject. Include the HiGuppy order number, international tracking details, transshipper inspection or verification record, and the required photo or video evidence.
Are international shipping or transshipper fees refunded?
Not under the standard fish-price refund. International shipping, transshipper, customs, permit, inspection and domestic-reshipment fees are excluded from the standard affected-fish refund.
What if a fish dies on the domestic transshipper-to-buyer leg?
That later domestic leg is outside this HiGuppy international-leg policy. Follow the professional transshipper’s own domestic live-arrival terms.
What outcomes are available after an approved claim?
An approved affected fish may receive a fish-price refund or replacement under the published terms. Replacement fish are subject to availability, and the buyer pays the new international shipping and transshipper fees.
