DEAD ON ARRIVAL - DAMAGED ITEMS – INCORRECT ITEMS POLICY

DEAD ON ARRIVAL - DAMAGED ITEMS – INCORRECT ITEMS POLICY

We always pack healthy and thriving fish in our tanks. All of our fish have been quarantined and health-checked by a Biosecurity Officer before being released for sale. We apologize that some of them may not survive on the journey to you. We have policies in place to support and protect customers in this situation. Please follow my instructions so that we can assist you better.
Please provide us with a video of unboxing the parcel and a photo or video clearly showing the items that were dead on arrival/damaged/incorrect via email cs@microaquaticshop.com.au.
We will ONLY process the claim if you provide us with the clear information we need. Once we have received the information, we will issue your shop credit or a refund as requested. However, we apologize that we are unable to reship your order for other reasons.
All DOA claims should be filed within 30 minutes upon receipt of the parcel. Failure to do so will forfeit any DOA claims.
PLEASE BEWARE:
  • Check to see if your tank has enough space.
  • Ensure your tank is fully cycled.
  • Ensure your new livestock (shrimp/ fish/ snail and so on) are compatible tank mates for any other fish you currently have (in terms of habitat, species, requirements, temperament, and size).
  • Ensure that your water parameters, habitat and temperature are suitable for the species you want to introduce.
  • Do not stock your tank too quickly, or suddenly a large influx of fish can unbalance your water parameters that will affect the water quality.
  • Do not feed your new fish for 24hrs. They need time to settle in and feel at home. Feeding them too quickly puts their health at risk, and it can even affect your water quality. If you have existing fish in your aquarium, feeding them before releasing the new fish is a good idea.
  • Don’t be alarmed if, upon arrival, your fish, shrimp or snail look pale or lethargic. This is normal behaviour during transit, and they should return to full colour and vibrancy after settling into their new home for a few days.
Also, be aware that livestock (shrimp/ fish/ snail and so on) often gets stress and loses their colours after the long journey to you, this often happened to most livestock (shrimps, guppies, plecos, and so on), kindly make sure you have the right set up, the aquarium must be fully cycled with the ideal parameters. Fishes and shrimps will often take from 3-7 days to fully adapt to the new home. If you have any concerns with your set up kindly talk to us or check out some online tutorials before making a purchase.
ONCE AGAIN, THANK YOU FOR SUPPORTING US! WE APPRECIATE YOUR FEEDBACK AND IF YOU HAVE ANY PROBLEM, PLEASE DON’T HESITATE TO CONTACT US. WE ARE ALWAYS READY TO SUPPORT.
CONTACT INFORMATION:
MICRO AQUATIC SHOP Address: Unit 15, 2-8 Daniel St, Wetherill Park NSW 2164 (Mon-Sun, 9am-5pm)
Phone: (02) 8320 3037
Email: cs@microaquaticshop.com.au