Livestock Shipping Policy
Dead-on-Arrival (DOA) Policy
We ship every order with a Live Arrival Guarantee. Here’s exactly what to do in the rare event an animal arrives deceased.
Live Arrival Guarantee
Manta Rea Aquatics ships fish, corals, and invertebrates with a Live Arrival Guarantee. In the rare event that an animal arrives Dead-on-Arrival, follow the steps below to document and verify the condition — this protects both you and us.
Reporting a DOA Shipment
Customers must notify us immediately if any livestock arrives DOA. Follow these steps as soon as the package is delivered.
1
Contact us within 60 minutes of delivery
Call, email, or WhatsApp us immediately. Include your order number and a brief description of the issue.
2
Capture all required photo & video evidence
See the full evidence requirements in the section below. All media must be submitted within 1 hour of delivery.
3
Send all media via email or WhatsApp
Do not discard the deceased animal or its packaging — we may request the specimen be returned at our expense.
4
Await resolution from our team
We’ll review your claim and issue a replacement or store credit once verified.
Required Evidence
To validate a DOA claim, we require clear photo and video documentation — all submitted within 1 hour of delivery.
📹 Unboxing Video
A continuous video showing the sealed shipping box being opened, with each bag or container removed one by one. Clearly focus on each animal and its bag or plug to document its condition.
📷 Sealed-Bag Photo
A clear photo of any suspected deceased animal while still in its sealed shipping bag. The photo must show the entire bag and intact seal, confirming packaging and shipment conditions.
📷 Dead Animal Photo
Place the deceased animal on the opened box lid or another neutral surface and photograph it. Include a visible date/timestamp or a label showing the order name/number to confirm identity and timing.
🎥 Top-Down Video
Optional
A top-down video of the deceased animal after its bag has been opened, clearly showing the animal is not moving. This further confirms the condition.
Important: Do not remove the animal from its original bag or plug unless instructed — doing so may void the DOA claim, except for the photo on the top of the polybox lid. If the animal cannot be shipped back immediately, freeze it to preserve it until return shipping.
Resolution
If the above steps verify a true DOA, Manta Rea Aquatics will issue one of the following at our discretion:
Replacement Animal
A replacement of the deceased item, subject to availability.
Store Credit
Store credit of equal value to the deceased item, redeemable on any future order.
Please note: Shipping charges are not refunded or credited — only the value of the dead livestock. We do not offer cash refunds for DOA livestock. This is consistent with standard industry practice.
Exclusions & Customer Responsibilities
Carrier Delays & Shipping Issues
Our DOA guarantee applies only to livestock that arrive dead. We do not cover packages lost, delayed, or damaged in transit by the carrier. Claims for lost or damaged shipments must be filed directly with the carrier (FedEx, UPS, DHL, etc.). We will provide supporting documentation where needed.
Weather & Delivery Day
We are not responsible for delays caused by extreme weather or carrier issues. We ship from Northern Ireland and will advise on local conditions where possible. Ultimately, you must choose a suitable shipping date. We ship weekdays only using next-day or overnight services — you must be available to receive the package on the scheduled delivery day.
Presence at Delivery
You must be present at the first delivery attempt. The package must be delivered to the address you provided. If someone else signs, or if the package is forwarded, misdelivered, or rescheduled, the DOA guarantee may be void.
Delivery Must Be Accepted
Regardless of the condition of the outer box, the delivery must be accepted. These are live animals — rejecting the delivery will void your DOA claim.
Local Pickup Orders
This DOA policy applies only to shipped orders. In-store or local pickup orders are subject to a separate policy.
Shipping Methods
Every livestock shipment is carefully insulated and oxygenated using professional couriers. All orders ship with a tracking number and estimated arrival date.
Couriers
UPS, FedEx, DHL
Dispatch Days
Monday – Wednesday
Delivery Days
Tuesday – Thursday
Service
Next-day / Overnight
Origin
Northern Ireland
Tracking
Provided on every order
DOA Notification Contacts
Please include your order ID and date of delivery in any DOA report.
Phone & WhatsApp
+44 28 9360 3484 — leave a message if unanswered
WhatsApp available on the same number as phone. Contact us via any channel — whichever is fastest for you.