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.
DOA / General Trading Policy
Please ensure you have read and agreed to all policies before purchasing.
Customer Responsibilities:
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Pick up the shipment at the airport on time.
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Contact us via Email/WhatsApp within 4 hours of arrival time, providing clear videos and photos of the livestock in unopened packaging , with our order code/labels shown.
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Provide unboxing videos if the bag is burst/damaged, or if items are missing/incorrect.
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Address accuracy: Ensure your shipping address and information are correct. Orders with incorrect addresses causing losses/death are not eligible for DOA claims.
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Proof of DOA: Clear photos/videos are required. Customers may be asked to record additional videos to prevent fraudulent claims.
Support Options:
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DOA claims 100% credit toward the next order.
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Missing/incorrect items 100% refund or credit toward the next order (after verification).
Claim Procedure:
Claims must include full order details and clear evidence. Claims will not be processed if the packaging has been opened by the buyer.
Please send all information via WhatsApp: +84 9088 00019 (Sanny Nguyen) or email: order@nxn-aquatics.vn
Policy adherence: No refunds/credits if policies are not followed.
Shipping fees are non-refundable and cannot be converted into credit.
We will do our best to support you.
Best regards,
Sanny Nguyen
