DOA Policy

Dead on Arrival (DOA) & Missing Items Policy

1. DOA Policy Coverage

The DOA (Dead on Arrival) policy applies only within three (3) hours of receiving your order. To qualify for a claim, you must contact us within this timeframe via Facebook or email at support@fancyguppies.com.au.

When making a claim, you must provide

• Clear video of the deceased specimens inside the sealed bag.

2. Exclusions from DOA Policy

The DOA policy does not apply in the following situations:

• If the deceased fish weren’t identified and reported within 3 hours of receiving the delivery.
• If the parcel was taken to a post office for collection.
• If the order was delivered to a PO Box address.
• If the item was lost or delivered after 48 hours due to transit delays caused by Australia Post.

If your parcel has not been delivered within 48 hours, you must contact Australia Post and raise an inquiry at:
Report a Missing or Lost Item