Livestock Death-on-Arrival (DOA) Policy
To protect you from any mishaps that happen during the shipping process.
100% Refund for Store Credit (excluding shipping costs)
Rare Guppies Canada will issue a 100% refund in the form of store credit for shipped livestock (excluding shipping costs) for deaths on arrival.
***PLEASE SEE BELOW ON HOW TO QUALIFY FOR THE REFUND***
SHIPPING COSTS ARE NON-REFUNDABLE.
PICK UP IS NOT COVERED BY THE DOA POLICY.
Conditions that Disqualify for DOA Policy Coverage
*The customer must provide Rare Guppies Canada ([email protected]) with a clear video of the deceased livestock in the ORIGINAL packaging within 1.5 hours of delivery based on the courier deliver confirmation.
01
Incorrect, Invalid, or Incomplete Shipping Address
Customer does not provide a valid, correct address that results in a delay in shipping.
02
Failure to Send Video Proof Within 1.5 Hours Window
Customer fails to send clear, video proof of deceased livestock within 1 hour of confirmed delivery.
03
Not in Original Packaging
Livestock is not shown to be in the original packaging as packaged by Rare Guppies Canada.
Additional DOA Notes
No Returns: All sales are final. In the event of Dead on Arrival (DOA) items, store credit or replacement fish may be offered. The customer is responsible for paying the shipping cost of replacements.
DOA Coverage for Guaranteed Packages:
Videos of the fish/plants in unopened bags are required.
DOA claims will be voided if the bags are opened or if the fish/plants are removed from the bags and placed in a tank.
DOA coverage is reduced to 75% for items on sale.
Delivery Responsibility: Customers should be available during delivery. The store is not responsible for stolen packages after proof of delivery is provided.
Fish Holding Policy: Fish can be held for a maximum of 7 days. After this period, the order will be refunded. Cancellations of held orders are subject to a 10% restocking fee.
Weather Conditions: If weather conditions are (-5°C or lower) or are (30°C or higher) for1-2 consecutive days, any shipment requests during this time will void the DOA guarantee.
Pick Up Orders
All livestock is guaranteed to be healthy, lively and active upon pickup. Customer is welcome inspect the livestock carefully on pickup, but all responsibility is on the customer to care for the the livestock properly after hand off. No refunds, exchanges, or credit will be issued after pickup, but we’re happy to assist to the best of our ability with general issues and questions.
Order Pick-Up: Customers picking up orders must present the valid order receipt.
Our Responsibly
◉ We use specialized packaging and shipping methods to ensure the safe arrival of live fish.
◉ All fish are inspected for health and vitality before shipping.
◉ Shipments include heat or cold packs as appropriate for the season and species.
Your Responsibility
◉ Customers must be available to receive and inspect their fish within 1.5 hours of delivery.
◉ Any issues are communicated within 1.5 hours of delivery confirmation by courier
◉ Customers should have a properly cycled, species-appropriate tank ready for new arrivals.