Dead on Arrival (DOA) & 14-Day Health Guarantee Policy

14-Day Health Guarantee


At SNR Medaka USA, we care deeply about the health and well-being of every medaka we ship. Each fish is hand-selected, carefully quarantined, and closely monitored before leaving our facility. This 14-Day Health Guarantee was created not as a refund policy, but as a reflection of how much effort and attention we put into delivering strong, healthy fish to our customers. This guarantee is built on mutual trust and is only valid when customers also provide responsible care after the fish arrives.

⚠️ Please read carefully: This guarantee is designed to protect you in the rare event that a fish experiences an unexpected health-related death after arrival. It is not meant to be taken advantage of, and we kindly ask that you use this policy responsibly and honestly.

What’s Covered

If your medaka dies from a health-related issue within 14 days of delivery, we will replace it with the same strain (if available) or issue a refund for the fish’s value.

How to File a Claim

  1. Email snrmedaka@gmail.com within 14 days of delivery.
  2. Include:
    • Your full name and order number
    • The strain name or SKU
    • Clear photo(s) of the deceased medaka
    • A brief description of what happened
  3. We carefully review every claim. If approved, we will offer a replacement or refund.

What’s NOT Covered

This guarantee does not apply to the following situations:

  • Fish that jump out of the tank or tub
  • Deaths caused by predators (frogs, dragonfly larvae, birds, raccoons, big fish, etc.)
  • Fish that disappear or cannot be located
  • Deaths caused by poor water quality, ammonia spikes, or unstable parameters
  • Deaths resulting from sudden temperature changes or improper acclimation
  • Deaths due to aggression, overcrowding, or negligence
  • Failure to breed or spawn — breeding success depends on many factors and is not guaranteed

Hawaii & Alaska Customers

Orders shipped to Hawaii or Alaska require an import permit and are invoiced separately. If a replacement is approved, customers in these states must cover the additional shipping cost before the replacement is sent.

💬 Our sincere request: This guarantee exists because we truly care about the health of every medaka we send out. We ask that customers do not misuse or abuse this policy. It is built on trust, honesty, and shared responsibility — so that we can continue providing healthy, high-quality fish to everyone in the community. Claims found to be dishonest, inaccurate, or inconsistent with these terms will not be approved.