Live arrival claim rules
DOA Policy / Live Arrival Guarantee
A separate live arrival policy that protects both the customer and seller by clearly defining the claim window, proof required, and exclusions.
This page should not be merged into a normal return policy.
Live Arrival Guarantee
HiGuppy wants every customer to receive healthy live guppies. Because live fish are sensitive to transport, all DOA claims must follow the rules below.
Claim window
Customer must contact us within the stated claim window after delivery. Replace with your real timeframe, such as 1–2 hours.
Proof required
Require clear photos or video of the unopened bag and fish condition. Update with your exact proof requirements.
Resolution
Depending on your policy, approved claims may receive refund, replacement fish, or store credit.
How to submit a DOA claim
Keep the fish in the original unopened bag
Do not discard the bag, fish, label, or packaging before contacting support.
Record proof immediately
Take clear photos or video showing the fish, unopened bag, shipping label, and delivery time if possible.
Email support
Send your order number, photos/video, and a short description to hello@higuppy.com within the claim window.
Wait for review
Our team will review the claim and reply with the next step.
Refunds, replacements, and shipping fees
| Item | Suggested rule to customize |
|---|---|
| Fish cost | May be refunded, replaced, or credited if claim is approved. |
| Shipping fee | Usually non-refundable for live animal shipping unless seller chooses otherwise. Add your final rule here. |
| Replacement shipment | Customer may need to cover new shipping fee. Add your final rule here. |
What is not covered
- Delivery delay caused by customer not being available to receive package.
- Package left outside too long after delivery.
- Wrong or incomplete address entered by customer.
- Fish released without following the Acclimation Guide.
- Fish added to an uncycled, unsafe, or incompatible tank.
- Stress or loss after the stated DOA claim window.
- Carrier delay if your final policy excludes it; specify this clearly.
