DOA (Dead on Arrival) Policy
Please record a video of all DOA’s while it’s still intact within our sealed bags consisting of our date + code next to this paper to prevent fraudulent claims.
Ensure you accept all policies before purchasing
Customer Responsibilities:
- Pick up the shipment at the airport on time.
- Contact us via email/whatsapp within 4 hours of arrival time with clear videos and images of the livestock in unopened packaging and with our code labels.
- Provide unboxing videos if the bag is burst or damaged, missing or incorrect items.
- Address Accuracy: Ensure that your address and information are correct. Orders with incorrect addresses causing death do not qualify for DOA claims.
- Proof of DOA: Clear photos and videos are required. You may be asked to record a video to ensure those fish are not breathing to prevent fraudulent claims.
- Support Options: For DOA: 100% credit for your next order. For the missing and incorrect items: We refund 100% via Paypal or credit on your next order.
- Claim Procedure: Claims must include order details and clear proof. Claims will not be processed if the packaging has been opened by the buyer. Send us all the information on whatsapp: +84 9088 00019 ( Sanny Nguyen ) or email: order@nxn-aquatics.vn
Policy Adherence: No refunds if policies are not followed
Shipping fees are non-refundable or creditable
We will do our best to support you!
Best Ragards,
Sanny Nguyen
