Dead on Arrival (DOA) Policy

We take great care to ensure that all live medaka are healthy, active, and properly packed before shipping. While we do our best to minimize risk, unexpected events can happen during transit. If a fish arrives dead, please follow the steps below to qualify for a refund or replacement.

What qualifies as DOA?

• The fish is clearly dead inside the sealed bag upon arrival.
• DOA claims apply only to purchased fish, not to free extras.
• All live fish orders are covered by our DOA guarantee, regardless of shipping speed.

How to report a DOA

• Take a clear photo or video within 2 hours of the UPS delivery timestamp.
• The visual evidence must show:
  • The fish inside the sealed bag with water (unopened)
  • If the fish died due to a UPS delay, include a photo of the shipping box and shipping label
• Email the required images or video to: snrmedaka@gmail.com with your order number.

Refunds & Conditions

• Whenever possible, we will send a replacement fish of the same strain at no extra cost before issuing a refund.
• If the same strain is not available, we will issue a refund for the affected fish.
• Shipping costs are non-refundable in the case of refunds.
• Coverage ends once the bag is opened. Any issues after unbagging are not covered.

Important Reminders

• You must be available to receive the shipment on the first delivery attempt.
• If UPS fails to deliver on time and the fish arrives dead, DOA coverage is still valid—but you must include a photo of the original box and label with your claim.
• DOA claims filed more than 2 hours after delivery will not be accepted.
• Hawaii & Alaska: These states are excluded from our flat rate shipping policy. Orders require import permit verification and will be invoiced manually.

Every fish is carefully checked before packing. While shipping can be stressful, prompt unpacking and proper aftercare make a big difference. If you have questions or concerns, don’t hesitate to reach out.