DOA policy

Last Updated: 1st jan 2017

Livestock Guarantee

If your marine life does not arrive alive and live for 7 days in a healthy and established aquarium, we will gladly give you livestock credit for the purchase price of the item(s) lost.

For the rare occurrence in which the livestock you ordered does not survive, it is important that you be familiar with the terms and conditions of our guarantee.

Terms and Conditions:

DOA

- Please DO NOT discard the deceased item without authorization. Doing so will void all guarantees.

- For Dead On Arrival (DOA) items, we must be notified via email  including the required photograph at doa@marinefishdirect.com.au within one hour of delivery of time posted by the delivery courier, 

 - A photo must be taken of both sides of the fish and be taken within 20cm of the specimen. The photo must be clearly visible and be of the fish out of water. 

-(DOA) Does not cover tropical / coldwater fish / invertebrates /sharks / rays or corals

-It is recommended that for all livestock delivery out side 1 day service   that you select Airport Delivery 

 as this allows for timely next flight delivery of your stock to ensure they arrive in the best condition.

 We will not guarantee the health of livestock for more than next business day delivery (24hours )

 And if you are selecting courier out of  the 1 day service for live fish   you are doing so at your own risk

 and marine fish direct will take no responsibility for any losses due to this.

if you are unsure please go to http://www.fastway.com.au/courier-locator and speak to your local 

courier to find out how long shipping to your area would take or call us direct before you buy 

- Your claim will be processed within 14 day and you will be notified by email if claim is aproved then credit will be added to your online account 

-all claims are delt with on a case by case basis and marine fish direct can refuse any claim without further notice if we feel that claims submitted are of a fraudelent nature.

- We do not issue credit for shipping costs or refunds for livestock purchases.

- Livestock credit is valid for one year from the date it is issued.

- Livestock credit may be used to replace any  lost item or any against any livestock purchase.

 

7 day livestock guarantee

- Please DO NOT discard the deceased item without authorization. Doing so will void all guarantees.

-Items, we must be notified via email  including the required photograph at doa@marinefishdirect.com.au

-  A photo must be taken of both sides of the fish and be taken within 20cm of the specimen. The photo must be clearly visible and be of the fish out of water. 

We must have 3 seperate pictures of the tank in question with a list of all  other fish or inverts  in the tank

- Marine Fish Direct will not take into consideration credits or refunds for livestock that are housed with incompatible species

-Choose livestock carefully, because animals which exhibit signs of physical abuse or damage due to harassment will not be covered. Signs of torn fins, or internal, external damage to the fish is explicitly not covered.

- We do not issue credit for shipping costs or refunds for livestock purchases.

-Water Chemistry tests must be done at the Marine Fish Direct store if purchased within NSW. Water samples  provided must be taken of the tank on the day of the fish dying. 

-Interstate customers must provided digital photographs of all tests as below and emailed to doa@marinefishdirect.com.au of all 7 water parameters mentioned above with the color chart, and type of test kit used. 

-your claim will be processed within 14days and you will be notified by phone or email if claim is aproved  then a credit will be added to nyour account

- Livestock credit is valid for one year from the date it is issued.

- Livestock credit may be used to replace a lost item or any against any livestock purchase.

- All claims are on a case by case basis and marine fish direct can refuse any claims without further notice

  if we feel that claims submitted are of a fraudelent nature 

GENERAL All our fish and coral are updated weekly and pictures are used for informational purposes only as stated in bold red under the picture  paypal  disputes on slight differance in color will not be accepted as fish and coral may vary 

 

Shipping:

 

If a delivery is refused for any reason, the customer will be held liable for the full cost of the invoice.

Weather related delays, mechanical failure etc. which result in loss will not be covered.

Orders shipped to a Courier Holding Facility must be picked up within the first three hours of opening.

Marine fish direct ship to all regional and major airports if for some reason Qantas do not fly to your selected

airport we will ship to nearest airport 

Customers are responsible for checking any local customs that could delay or stop shipments being recieved

Customers are responsible for any local goverment  or quarantine fees or charges

 

Livestock Care:

 

Customer must follow the Marine Fish Direct Acclimation Guide even if the animal(s) appear to be dead.

Livestock must be placed in an aquarium with compatible species.

 

 

Water Parameters:

 

Tank's water chemistry must be within the following parameters:

 

Temperature: between 24-26 degrees Celsius and constanly

pH: 8.2 - 8.4

Specific Gravity: 1.023 - 1.025

Ammonia: 0.0 ppm

Nitrite: 0.0 ppm

Nitrate: 0.0 - 20 ppm

Kh        160-180 ppm

 

 

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