Live Fish DOA Policy

We take care when preparing and packing our livestock. If a fish arrives dead, please contact us promptly so we can investigate and resolve the problem.

Reporting a DOA

Please email admin@southboundaquatics.co.za as soon as possible, preferably within one hour of receiving your delivery, with:

• Your order number.
• The species and number of fish affected.
• Clear photographs showing the affected fish and packaging.
• The delivery time and details of any damaged or leaking bags.

Where possible, photograph affected fish in their original transport bags before opening them. An unboxing video is helpful but is not compulsory. If evidence is incomplete or you report later, explain the circumstances so we can assess your claim fairly.

Receiving your fish

Arrange for someone to receive the delivery promptly. Inspect the bags on arrival and follow the acclimation instructions supplied. Contact us immediately about dead fish, damaged packaging or fish showing serious distress.

Do not return deceased livestock unless we specifically arrange this. Please retain photographs and contact us before disposing of the fish or packaging, where reasonably practical.

Resolving a confirmed DOA

For a confirmed DOA, you may choose a refund for the affected fish or a replacement, subject to availability. If a replacement is unavailable, we will offer a refund rather than require you to accept store credit.

Agreed replacements will be sent using an appropriate delivery service at our expense. Delivery charges associated with a refund will be assessed according to the circumstances and applicable consumer law.

Problems after arrival

This DOA policy addresses fish that are dead when delivered. If a fish becomes ill or dies afterwards, contact us promptly with the details. We will consider whether the issue relates to its condition on supply, transport, acclimation or subsequent care. These cases are assessed individually.

Preorders and local collection

Preordered fish receive the same DOA protection when actually delivered. The reporting period starts when you receive them, not when you place or pay for the preorder.

For local collection, please inspect livestock with us at handover and raise any concerns immediately.

Your consumer rights

This policy does not exclude or limit any rights or remedies available under South African consumer law. The reporting target and evidence requests help us investigate; they do not automatically remove those rights.