DoA Policy
Live Arrival Guarantee
Last Updated: November 15, 2025
At Nautilus Tropical Fish LLC, we take every precaution to ensure your live fish, shrimp, snails, and plants arrive healthy and in excellent condition. All livestock is carefully packed with insulated materials, pure oxygen, and heat or cold packs depending on weather.
1. Live Arrival Guarantee
Our Live Arrival Guarantee applies to livestock shipped through:
UPS 2-Day, UPS Overnight, FedEx 2-DayFedEx Overnight.
We guarantee that your animals will arrive alive and healthy at the time of delivery.
2. What the Guarantee Covers
This policy applies to:
Live fish, Shrimp, Snails, Aquatic plants and Corals.
Coverage applies only to livestock on arrival and not after acclimation or tank introduction.
3. How to Report a DOA
To qualify for the guarantee, please follow these steps:
A. Time Window
You must report the DOA within 2 hours of the posted delivery time on the UPS/FedEx tracking page.
B. Required Photos
Email the following to info@nautilustropicalfish.com:
Clear photos of the DOA livestock Photos must show the animal
inside the unopened bag.
A photo of the shipping label on the box
We may request additional photos or a short video for verification.
C. Do Not Discard Livestock
Do not dispose of livestock until we confirm your claim. Doing so may void the guarantee.
4. DOA Resolution Options (Refunds, Replacements, Credits)
Once your DOA claim is approved, you may qualify for:
A. Replacement (When Available)
We will replace the DOA livestock with the same item on your next shipment.
Replacement depends on inventory availability.
B. Store Credit
You may choose store credit equal to the value of the DOA item.
C. Refund for DOA
If replacements are not available, or upon request, we offer a refund for the DOA livestock.
Important:
The refund amount applies to the price of the livestock only.
Shipping charges are non-refundable.
We reserve the right to decide whether a refund, replacement, or credit is the most appropriate option based on inventory and claim details.
5. Situations That Void the Guarantee
The Live Arrival Guarantee does not apply if:
The package was left outside after delivery Customer was unavailable for the first delivery attempt, Incorrect or incomplete shipping address was provided Livestock was removed from the bag before photos were taken, The DOA report was submitted after the 2-hour window, Death was caused by carrier delays, weather issues, or shipping disruptions
Carrier-related delays or conditions outside our control are not covered.
6. Weather and Shipping Risks
We monitor weather closely and may delay shipping if conditions are unsafe.
However, we are not responsible for DOA due to:
Extreme heat or cold, Carrier delays, Service disruptions ,Hold-ups caused by incorrect address information
7. After Arrival
Our guarantee covers livestock only upon arrival.
We are not responsible for deaths that occur due to:
Acclimation, Water parameters, Tank mates, Improper care, Stress after introduction
8. Contact Information
To file a DOA claim or for questions, contact:
Nautilus Tropical Fish LLC
Email: info@nautilustropicalfish.com
Website: www.nautilustropicalfish.com
Additional Site: https://nautilustropicalfish.company.site/