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

14-Day Health Guarantee


Running a business that deals with live fish means there are situations where, despite our best efforts, a medaka may arrive dead. We understand how upsetting it is to receive a dead fish. To remove that worry and to take responsibility on our end, we created this 14-Day Health Guarantee Policy.

 

At SNR Medaka USA, all fish are raised and kept in stable water before shipping. This 14-day guarantee is here to support customers in case an unexpected, health-related issue happens after the fish arrives. The guarantee is valid only when the fish is placed in a safe, fully prepared environment.

 

⚠️ Please read: If a fish dies because of the customer’s setup—chemical smell from tubs, unstable water, or tank issues—this guarantee does not apply. Please prepare your setup before placing an order. If you need extra time to get the environment ready, just write it in the order note and we can delay shipping.

What’s Covered

If a fish dies from a health-related reason within 14 days of delivery, we will send a replacement of the same strain when available. If the strain is not available, we will issue a refund for the fish.

Replacement vs. Refund

  • Replacement has priority if the same strain is still in stock.
  • Refunds are issued only when a replacement cannot be sent.
  • Refunds go to the original payment method; shipping fees are not refundable.
  • Replacements ship with no extra shipping charge (HI/AK exceptions apply).

 

We sometimes include extra medaka depending on the strain and availability. These extras are added to help cover any possible DOA. All extras are checked and recorded on our end before shipping. If the number of fish lost is more than the extras you received, please include the details of the extra fish in your DOA claim so we can review everything accurately.

 

How to File a Claim

  1. Email snrmedaka@gmail.com within 14 days of delivery.
  2. Include:
    • Your full name and order number
    • Strain name
    • Clear photos of the fish
    • A short description of what happened
  3. We review all claims and will follow the policy above.

What’s NOT Covered

  • Chemicals from tubs or tanks (plastic smell, residue, etc.)
  • Unstable water quality, ammonia spikes, or parameter swings
  • Temperature shock or improper acclimation
  • Jumping out of tanks or tubs
  • Predators (frogs, dragonfly larvae, birds, raccoons, etc.)
  • Disappearing fish that cannot be located
  • Aggression, overcrowding, or negligence
  • Breeding or spawning issues

Hawaii & Alaska Customers

Shipments to Hawaii and Alaska require a permit and separate invoice. For approved replacements, customers in these states must cover the replacement shipping cost.

 

💬 Please be honest when filing a claim. This guarantee exists so we can support our customers fairly, but we also need accurate information to keep this policy available for everyone.