Dead on Arrival (DOA) Policy
Our commitment to live arrival guarantee
At Torrent Aquatics, we guarantee the live arrival of all fish and plants. If any specimen arrives dead, we will provide a full refund or replacement.
What is DOA?
DOA (Dead on Arrival) refers to any live fish or plant that arrives deceased at the time of delivery. This policy ensures you receive healthy, living specimens every time you order from us.
DOA Claim Requirements
Report Within 2 Hours
You must report the DOA within 2 hours of receiving your package. Claims made after this window cannot be accepted.
Photographic Evidence
Send clear photos of:
- The deceased specimen in the original bag (unopened)
- The shipping box showing the shipping label
- Any visible damage to the packaging
Video Evidence
A short video showing the unboxing and the condition of the specimens at the time of opening is highly recommended for faster processing.
Contact via WhatsApp
Send all evidence to our WhatsApp number: +91-9444010252 with your order number and brief description.
What is NOT Covered
- Fish that die after successful delivery and acclimation
- Specimens that die due to improper acclimation by the customer
- Deaths occurring due to pre-existing tank conditions
- Packages left outside in extreme weather without collection
- Claims made after the 2-hour window
- Orders with incorrect delivery address provided by customer
Resolution Options
Acclimation Tips
To ensure the best survival rate for your new arrivals, please follow these steps:
- Float the sealed bag in your aquarium for 15-20 minutes to equalize temperature
- Open the bag and add small amounts of tank water every 5 minutes for 30 minutes
- Use a net to gently transfer the fish to your tank - do not pour bag water into your aquarium
- Keep lights dim for the first few hours to reduce stress
- Avoid feeding for the first 24 hours