DOA Policy

LPT – DOA (Dead on Arrival) Policy

At LPT, we take great care to ensure all live fish are healthy and properly packed for shipment. To provide our customers with confidence in every purchase, we offer a 100% Live Arrival Guarantee.

1. Reporting Timeframe

All DOA (Dead on Arrival) claims must be reported within three (3) hours of delivery, as indicated by the carrier’s tracking information. Reports submitted after this timeframe may not be eligible for credit or replacement.

2. Proof of DOA

To verify the claim, customers must provide clear photos or videos of the deceased fish while still in the unopened shipping bag. This documentation ensures that the loss occurred during transit and not after arrival.

3. Reporting Procedure

All DOA claims must be submitted by email to LPT’s official store email at piscisandtropics@gmail.com, or through an authorized LPT representative who assisted with your order. Please include the following details:

  • Your order number
  • Photos or videos of the fish in the unopened bag
  • A brief description of the issue 

4. Credit Policy

Once the DOA claim has been verified, LPT will issue a 100% store credit for the value of the deceased fish. Please note that shipping costs are non-refundable.

5. Replacement Option

In certain cases, LPT may offer a replacement fish instead of store credit, subject to availability and customer preference. If a replacement is issued:

  • The customer will be responsible for shipping costs of the replacement.
  • Replacement shipments will be coordinated within 7–10 business days, depending on stock and weather conditions.
  • The replacement option is offered at LPT’s discretion and may vary by species or shipping circumstances. 

6. Exclusions

Our Live Arrival Guarantee and DOA Policy do not cover losses resulting from:

  • Failure to accept or receive the package on the first delivery attempt.
  • Carrier delays or mishandling beyond our control.
  • Incorrect or incomplete shipping information provided by the customer.
  • Fish removed from the original shipping bag before photographic documentation. 

For all inquiries, please contact: piscisandtropics@gmail.com