HOW TO SUBMIT A DOA CLAIM
You must complete the 2 following tasks for each fish claim within 2 hours of confirmed delivery or guarantee will automatically be voided.
- Please take a short video or clear photo of any dead or wrong fish in an UNOPENED BAG.
- Email us at DOA@coastgemusa.com with a brief description of your problem with photographs of Dead Fish attached. Please include your full name and order number and phone number.
All DOA claims will be resolved FRIDAY-SUNDAY ONLY. As long as you've sent the photos within two hours we will always honor the claim no matter how many days it's been.
Please call and leave a message if you do not receive an email within the appropriate time. Our number is 619-798-3766.
We will not assume responsibility for fish killed as a result of the customer not being available to accept the delivery on the first attempt. You should be home to accept your package on arrival.
HOW THE DOA CLAIM IS PROCESSED
IN ORDER FOR US TO HONOR A DOA OR WRONG FISH CLAIM, YOU MUST CONTACT US WITHIN 2 HOURS OF THE PACKAGE BEING DELIVERED (WE WILL USE THE TIME PROVIDED BY THE CARRIER ON THE TRACKING).
Please take a picture for us showing the loss in an UNOPENED BAG- it can just be a picture taken with your smart phone. Email us at DOA@coastgemusa.com with a brief description of your problem with photographs of dead fish attached.
From there, we will issue store credit towards a future purchase, SHIPPING IS NON REFUNDABLE. Buyer is responsible for the shipping of any replacement fish. We work very hard to make sure that you receive your fish alive and we want your fish to have a long, happy life in your tank, however it has to make financial sense for us in the end.
We will not assume responsibility for fish killed as a result of the customer not being available to accept the delivery on the first attempt. You should be home to accept your package on arrival.