Dead On Arrival Cover (DOA):
DOA is offered on live fish orders that arrive within acceptable delivery date. If shipments are lost or delayed by the carrier, we may not offer any reimbursement, New Zealand Post (NZPost) should be contacted directly.
What is covered under DOA Cover:
- Where the fish have arrived dead in their original shipping bags due to error from Pet City staff.
What is NOT covered under DOA Cover:
- Where the address has been entered wrong at the time of ordering.
- Delays due to courier company & contractors (drivers)/mother nature, or driver delivering to the wrong address.
- Rural addresses in North or South Island.
- Customer requesting to use an alternative carrier than NZPost.
- Physical damages to the box.
- Theft of parcel once delivered/missing parcels.
- Cost of freight.
How to claim for DOA Cover:
- Must be reported within 2 hours of arrival.
- Bags must remain sealed.
- Minimum of 3 clear images, or 1 video must be supplied. It must show the dead fish, bags are unopened and still sealed with original Rubber bands/clip/security tape. Images/video can be sent via email or our online chat system.
