Live Arrival & DOA Policy

This policy outlines how Blackwater Aquatics Canada handles live arrival guarantees and DOA (Dead On Arrival) claims.

By placing an order, you agree to all terms listed below.

Coverage Overview

DOA coverage applies ONLY to:

  • Betta fish
  • Freshwater fish
  • Shrimp (when applicable)

DOA coverage does NOT apply to:

  • Live scuds (freshwater amphipods)
  • Any live food cultures

Scuds are extremely hardy and shipped in high quantities. Minor losses during transit are normal and not covered.

DOA Claim Window (STRICT)

All DOA claims must be submitted within:

👉 2 hours of recorded delivery time

This is based on the carrier’s official delivery timestamp.

Claims submitted after this window will be denied.

Proof Requirements

To qualify for a DOA claim, you MUST provide:

  • Clear photo of unopened bag inside original packaging
  • Clear photo of deceased fish inside the bag
  • Photos taken within the 2-hour claim window

Optional (recommended):

  • Video proof of unboxing

All claims must be sent to:

support@blackwateraquatics.ca

Conditions for Valid Claims

To be eligible for DOA coverage:

  • You must be present to receive the package
  • The package must be opened immediately upon delivery
  • The fish must remain in the original sealed bag for documentation

What VOIDS DOA Coverage

DOA claims will be automatically denied if any of the following occur:

  • Package was left outside or unattended
  • Customer was not available at delivery
  • Incorrect shipping address was provided
  • Customer delayed pickup or opening
  • Extreme weather shipping was approved by customer
  • Bag was opened before documentation
  • Claim submitted after 2-hour window

Compensation (Approved Claims)

If your claim is approved:

  • Store credit will be issued for the value of the lost livestock

No refunds are issued for live animals.

Partial losses are handled proportionally:

  • Only affected fish will be credited

Shipping & Replacement Terms

For approved claims:

  • Shipping costs are non-refundable

Reshipment policy:

  • We may cover reshipping costs at our discretion
  • Reshipping is not guaranteed for all regions
  • Additional shipping charges may apply for remote areas, British Columbia, and Alberta

Carrier Responsibility

Once an order is shipped:

  • Blackwater Aquatics is NOT responsible for carrier delays
  • Blackwater Aquatics is NOT responsible for lost packages

We will assist customers in contacting the carrier when needed.

Lost Packages

If your package is lost:

  • Contact the shipping carrier immediately
  • Then contact us for support

We may assist with filing a claim but do not guarantee compensation.

Final Policy Statement

Blackwater Aquatics is responsible for:

  • Proper packing and preparation of all live shipments

We are NOT responsible for:

  • Carrier delays or errors
  • Weather conditions during transit
  • Customer availability or handling after delivery

Our goal is to deliver healthy, high-quality livestock — and to ensure clear, fair expectations for every order.

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