Magnolia Aquatics Company – DOA & Refund Policy
At Magnolia Aquatics Company, we pack and ship every order like it’s headed to our own tanks. Because live animals are sensitive and shipping is unpredictable, our guarantee is a Live Arrival (DOA) Guarantee with clear steps and time limits.
What “DOA” Means
DOA (Dead on Arrival) means the animal arrives deceased in the unopened shipping bag on the day of delivery.
This policy applies to live fish (and other live livestock we ship) only.
DOA Claim Requirements (Must Follow Exactly)
To qualify for a DOA refund, you must provide:
Time window:
Contact us within 2 hours of confirmed delivery (carrier “Delivered” scan time).
Photo proof (required):
Two clear photos of the animal inside the unopened bag.
Photos must be well-lit and clear enough to verify condition.
Order details (required):
Your order number
Name on the order
A brief note describing what arrived DOA
✅ If these requirements are met, we will review quickly and move to resolution.
How to File a DOA Claim (Step-by-Step)
Do not open the bag. Keep the bag sealed.
Take two clear photos of the DOA in the sealed bag.
Message us through the same platform you ordered from (or your store contact form/email).
Include your order number and the photos.
Keep the shipment contents and packaging until we confirm the claim is resolved.
What We Cover
If the DOA requirements above are met, we will provide one of the following (at our discretion based on inventory and circumstances):
Refund for the livestock item(s) that arrived DOA, or
Store credit for the livestock item(s), or
Replacement (when available)
Important: Shipping charges are paid to a third-party carrier and are non-refundable.
What Is NOT Covered (Common Non-DOA Situations)
To keep things fair and consistent, the following are not covered under the DOA policy:
Claims submitted after the 2-hour window
Fish removed from bags / opened bags / missing unopened-bag photos
Losses due to delayed pickup, missed delivery, refused delivery, or packages left outside too long
Incorrect or incomplete shipping address provided by the buyer
Issues caused by improper acclimation, temperature shock after opening, or poor tank conditions (ammonia/nitrite, uncycled tanks, etc.)
Orders shipped against our recommendation during extreme weather/holiday congestion (if buyer insists on shipping)
Carrier delays that occur after a safe shipment was tendered (we’ll still help however we can, but refunds are not guaranteed in these cases)
Refund Timing & Method
Approved livestock refunds are processed to the original payment method used at checkout (or through the marketplace platform’s refund system).
Refunds are typically issued promptly after verification.
Legal Compliance (Buyer Responsibility)
By purchasing, you confirm that the animal(s) ordered are legal to own and receive in your location. Local/state restrictions vary and can change. Legal compliance is the customer’s responsibility, and we are not responsible for orders that cannot be legally received due to local regulations.