Refund policy

Live Arrival Guarantee (DOA Policy)

At Southbound Aquatics, the health and safety of our fish is our top priority. We are proud to offer a Live Arrival Guarantee on all livestock shipments. In the rare and unfortunate event that a fish arrives deceased, please follow these strict steps to claim a refund or replacement:

Dead on Arrival (DOA) Claim Process

• 30-Minute Time Limit: You must submit your claim and Order Number within exactly 30 minutes of the courier's delivery timestamp. Claims submitted outside of this 30-minute window will automatically be voided.

• Clear Photographic Evidence: Take a clear photograph of the deceased fish. Blurry or unidentifiable photos will not be accepted.

• Include the Packaging: The original shipping packaging must be clearly visible in the exact same photograph alongside the deceased fish to verify the shipment.

How to Submit Your Claim Please send your Order Number and the required photographic evidence directly to our support team via WhatsApp:

• WhatsApp Number: 
  062 737 7319 (Armandt Nel)
  071 610 6049 (Gideon Pizter)

Resolution Once verified, we will offer a store credit, replacement (if stock permits), or a refund for the cost of the livestock.

Please note: Our guarantee is void if the package is left outside in extreme weather, if no one is home to receive the delivery on the first attempt, or if the claim is submitted after the 30-minute delivery window has expired.