Hi there fellow fish keeper! 👋
We hope you are well!
In the very unlikely event you get a deceased fish in your shipment here's a quick run down on what to do.
First things first make sure to capture & send all photos of the deceased fish inside the sealed & non tampered bag the fish arrives in. We may request you to take the fish out of the bag upon further inspection & for better clarity if that is required by us. All photos & relevant evidence is to be sent to: beyondthereefaquarium@gmail.com
You must send your claim via email only. Claims sent to our Facebook, Instagram or any other social media page regardless of their nature will not be considered.
We offer a 100% live arrival guarantee on all aquatic life this includes snails, shrimp & plants. If something in your order arrives deceased we will promptly process you a store credit of the value of the item that has died upon arrival, we do not send out more fish we arrange a store credit which you can use on your next order with us. Shipping & packaging cost are non refundable as that is a external cost to us here at Beyond The Reef Aquariums.
Our claims process is hassle free, easy to submit & is a fast process, claims are only open for 24hrs from the time your package is marked as delivered on the tracking claims submitted after this timeframe regardless of their nature will not be considered. Claims without photos regardless of their nature will also not be considered.
We will make it clear that a DOA (Dead On Arrival) claim is strictly only applicable for fish, or a piece of aquatic life that has arrived dead in the shipping journey. A shrimp, fish, snail, or plant that dies 1 day or 1 week later is NOT covered by our DOA policy.
