Dead on Arrival (DOA) Policy for Saltwater Invertebrates
Reporting Timeframe:
In the event of receiving deceased invertebrate, you must report it to us within 48 hours of the delivery.
Shrimp: Shrimp must be reported within 12 hours of delivery, and you are required to provide a clear photo of the shrimp in the unopened bag.
Instructions for Handling DOA Invertebrates:
Be Present at Delivery: Ensure that you are present at the time of the delivery to promptly assess the condition of the invertebrates.
Immediate Reporting: If you discover any deceased invertebrate upon delivery, please take clear photos of the deceased invertebrate(s) ensuring that they are identifiable.
Contact Information: Notify us of the issue by sending an email to invertedreef@gmail.com. Please attach the photos of the deceased invertebrate(s) in the email.
Include Essential Information: In your email, make sure to include the following details:
Your full name and contact information.
Order number or invoice number.
Date and time of delivery.
Clear photos of the deceased invertebrate(s).
Assessment and Response:
Once we receive your email with the necessary information and photos, we will promptly review your claim.
We will aim to respond to your email within 24 hours, acknowledging your claim.
We reserve the right to request additional information or photos if necessary to verify the claim.
Resolution:
If your claim is approved, we will offer one of the following resolutions:
a. Store Credit: We may offer store credit equivalent to the value of the deceased invertebrate(s) for use on future purchases.
b. Replacement: We will send a replacement for the deceased invertebrate(s) with the next available shipment, subject to availability.
We do not provide refunds for shipping costs.
Exceptions:
This DOA policy applies only to invertebrates (snails, crabs, shrimp, etc.) purchased from our store.
This policy does not cover invertebrates that have been subject to improper care or conditions after the time of delivery.
We understand that unforeseen circumstances may arise, and we are committed to customer satisfaction. If you encounter any issues or concerns not explicitly covered by this policy, please contact us. We are willing to address such situations on a case-by-case basis, and our team will work with you to find a suitable resolution. Your satisfaction is important to us, and we aim to ensure a positive experience with our products
Contact Information:
If you have any questions or need further clarification on this DOA policy, please contact us at Invertedreef@gmail.com
We appreciate your understanding and cooperation with our DOA policy. Our goal is to ensure the satisfaction of our customers while maintaining the highest standards for the well-being and health of our saltwater invertebrates.