DOA Protection

What is DOA Protection?

DOA (Dead on Arrival) protection ensures you're covered if live animals arrive dead or seriously compromised during transit. This protection is available on all live livestock purchases made through FragSwop.

What's Covered

You can file a claim for the following issues:

• Dead on Arrival (DOA): Animal is dead when you open the package
• Sick on Arrival: Animal shows severe signs of illness or distress
• Wrong Species: You received a different species than ordered
• Damaged: Physical damage to the animal during transit
• Missing: Items listed on your order are not in the package

Time Limits

This strict timeframe exists because:

• It provides clear evidence that any issues occurred during transit
• It protects sellers from claims caused by improper acclimation
• It encourages buyers to open packages immediately

How to File a DOA Claim

Step 1: Document Everything

As soon as you open the package, take clear photos showing:

• The animal in its original bag/packaging
• The animal clearly showing the issue (dead, damaged, etc.)
• The shipping label with delivery date visible
• Any damage to the outer packaging
• Temperature packs and their condition

Step 2: Submit Your Claim

Go to your order in your account dashboard and click "Report an Issue". You'll need to provide:

• Claim type (DOA, Sick on Arrival, Wrong Species, etc.)
• Description of the issue
• Photo evidence (required)
• Your water parameters at time of delivery
• Acclimation method you used (if applicable)

Step 3: Seller Review

The seller will review your claim and evidence. They may:

• Approve a full refund
• Approve a partial refund
• Offer a replacement
• Request additional information
• Reject the claim with explanation

Step 4: Resolution or Escalation

If you're not satisfied with the seller's response, you can escalate the claim to FragSwop for review. Our team will examine all evidence and make a final decision.

What's Not Covered

DOA protection does not cover:

• Deaths occurring more than 2 hours after delivery
• Issues caused by improper acclimation
• Damage from incompatible tank mates in your aquarium
• Deaths due to pre-existing conditions in your tank
• Claims without sufficient photo evidence
• Shipments during extreme weather conditions
• Collection orders (buyer collects from seller)

Evidence Requirements

Strong evidence greatly increases the chance of a successful claim. Best practices:

Photos

• Take photos BEFORE removing the animal from its bag
• Include a timestamp in your phone's camera settings
• Show the animal from multiple angles
• Ensure photos are clear and well-lit
• Include photos of the shipping label and heat/cold packs

Water Parameters

Test and record your tank parameters at the time of delivery:

• Temperature
• Salinity/specific gravity (for marine)
• pH
• Ammonia, nitrite, nitrate
• Any other relevant parameters for the species

Refund Process

If your claim is approved:

• Full refund: Item price plus shipping refunded to original payment method
• Partial refund: Agreed amount refunded to original payment method
• Replacement: Seller ships a replacement at no extra cost (subject to availability)

Refunds typically process within 5-10 business days depending on your payment provider.

Tips to Avoid DOA Issues

• Choose sellers with high ratings and positive reviews
• Avoid shipping during extreme weather conditions
• Be home to receive your package immediately
• Open packages as soon as they arrive
• Have your acclimation equipment ready in advance
• Follow proper acclimation procedures for the species
• Communicate with sellers about any shipping concerns

Related Information

• Shipping Information - Delivery options and guidance
• Returns & Refunds - General returns policy
• Terms of Service - Full DOA policy terms

Contact Us

If you have questions about DOA protection or need help with a claim, contact us at [email protected].