Shipping policy

River’s Aquatics – Live Arrival & DOA (Dead on Arrival) Policy

At River’s Aquatics, we guarantee that all livestock will arrive alive as long as all conditions throughout the shipping process go smoothly. We handle all packaging, materials, and shipping preparation, and we carefully monitor weather conditions at our location, the buyer’s location, and along the shipping route to avoid unsafe conditions. We reserve the right to delay or hold shipments when necessary to protect livestock. While we take every precaution, it is in the customer’s best interest to also monitor weather conditions in their area in case something is missed. By purchasing, you acknowledge that livestock shipping carries inherent risks and agree to these terms.

All sales are final.

Shipping Scheduling & Holds

  • If no shipping date is selected at checkout, we will hold your order for up to 7 days from the date of purchase.

  • It is the customer’s responsibility to contact us within this timeframe to schedule shipping.

  • Extended holds beyond 7 days:

    • May be requested at the time of purchase or within 48 hours of purchase.

    • Must include a valid reason for the request.

    • Approval is not guaranteed and is at our sole discretion.

  • After 7 days:

    • We will attempt to contact you to arrange shipment.

    • If we receive no response within 72 hours, we reserve the right to cancel the order and resell the livestock without refund or credit.

  • If a customer has an emergency or scheduling conflict:

    • Proof may be submitted for review.

    • We may allow a reschedule at our discretion, but we reserve full rights to approve or deny any request.

DOA (Dead on Arrival) Claims

Notification Window

  • All DOA claims must be submitted within 2 hours of recorded delivery time (per carrier tracking).

  • Claims submitted outside of this window will not be accepted.

Response Time

  • Please allow up to 48 hours for us to review and respond to your claim.

  • If no response is received within 48 hours:

    • Under the rare circumstances we do not respond within the 48 hours, we ask that you resubmit your claim, including a screenshot of your original submission.

Proof Requirements (Strictly Enforced)

To qualify for a DOA claim, you must provide:

  • A continuous, unedited video showing:

    • The sealed, unopened bag

    • The bag being opened without any tampering

    • The coral clearly shown as deceased

  • Clear view of:

    • The coral

    • The shipping label on the box

Important:

  • Do NOT discard the coral until we respond.

  • We may require verification using a unique identifier placed on the coral by us.

  • Failure to follow any proof requirements will result in automatic denial of the claim.

Refunds & Credits

  • Approved DOA claims will be issued as STORE CREDIT ONLY.

  • No cash refunds will be provided under any circumstances.

  • Shipping costs are non-refundable.

  • All credits are issued at our discretion after reviewing submitted evidence.

Freebies

  • Any free or bonus items (“freebies”) included with an order are not covered under DOA.

  • No refunds, credits, or replacements will be issued for freebies under any circumstance.

Shipping Delays & Carrier Issues

  • River’s Aquatics is not responsible for delays outside of our control, including:

    • Weather delays

    • Carrier errors

    • Mechanical failures

    • Routing issues

  • All outcomes in these situations are handled at our sole discretion.

Carrier Mishandling

  • If a shipment is visibly mishandled and results in livestock loss:

    • Contact us immediately with clear video/photo evidence.

    • We will work directly with the carrier to file a claim.

    • Any compensation is not guaranteed and depends entirely on carrier approval.

Delivery Requirements

  • Someone must be present to receive the package at the first delivery attempt.

  • The guarantee is void if:

    • Delivery is missed

    • The package is left outside

    • Incorrect shipping information is provided

Acclimation & Responsibility

  • Proper acclimation is the responsibility of the customer.

  • We are not responsible for losses due to:

    • Improper acclimation

    • Poor tank conditions

    • Aggression from tank inhabitants

    • Inexperience or improper care

Order Issues

  • Any issues must be reported within 2 hours of delivery with proof.

  • If an item is incorrect:

    • If it is of equal or greater value, the customer may keep the item if they choose.

    • We ask that you still notify us so we can track inventory and correct the issue.

  • All resolutions are provided at our discretion.

Right to Refuse

We reserve the right to:

  • Deny any DOA claim

  • Refuse service

  • Cancel orders

  • Deny claims suspected of fraud or abuse

Policy Changes

  • This DOA policy is subject to change at any time at the sole discretion of River’s Aquatics.

Agreement

By placing an order, you confirm that you have read, understood, and agreed to all terms listed above.