Dead on Arrival (DOA) Policy

Last updated: April 2026

At Reef Addiction, we take exceptional care in the health, packaging, and dispatch of all live animals. Every order is carefully prepared with specialist insulated packaging, appropriate heat or cool packs, and oxygen-enriched water to give your livestock the best possible chance of arriving in perfect condition.

However, we understand that despite best efforts, losses can occasionally occur during transit. This policy outlines exactly what to do in the event of a Dead on Arrival (DOA) claim, and what you can expect from us.

1. Eligibility

DOA claims apply to live animals only, including fish, corals, invertebrates, and anemones.

To be eligible for a DOA claim:

The claim must be submitted within 2 hours of the confirmed delivery timestamp.
The order must have been shipped via our standard live delivery service.
The animal must be deceased upon arrival — animals showing signs of stress but still alive are not covered under this policy, though we encourage you to contact us for advice.
The delivery must have been received on the first delivery attempt. Failed deliveries that result in the parcel being held at a depot or redelivered are not covered.
The acclimation process must not have been started — once you begin acclimating an animal, any DOA claim is void.

2. Required Evidence

To process a DOA claim, you must provide all of the following within the 2-hour window:

A clear photo or video of the deceased animal(s) still inside the unopened, sealed bag.
A photo of the full packaging as received, including the box interior, insulation, and any heat or cool packs.
A short video showing the condition of the livestock inside the box and sealed bags upon opening.
A photo of the shipping label on the box, clearly showing the delivery address and tracking information.
Your order number.

Incomplete submissions — missing any of the above — will not be eligible for a claim. We recommend photographing and filming your unboxing as standard practice whenever receiving live animals.

3. Claim Process

Do not open the bag or begin acclimation if you suspect an animal is deceased.
Email us at Info@reefaddiction.co.uk with the subject line: “DOA Claim – [Your Order Number]”.
Attach all required photos and videos as listed above.
Our team will review your claim within 1 business day and respond with a decision.
If approved, we will offer one of the following resolutions at our discretion:
- A store credit for the value of the affected animal(s)
- A replacement sent with your next order (subject to availability)
- A partial or full refund for the affected animal(s) — postage costs are non-refundable

We aim to handle all DOA claims fairly, promptly, and with the welfare of both our customers and our livestock in mind.

4. Exclusions

DOA claims will not be accepted in the following circumstances:

The claim is submitted more than 2 hours after the confirmed delivery time.
The required photographic or video evidence is incomplete or missing.
The delivery was not received on the first attempt — parcels held at a depot, redirected, or redelivered are not covered.
The acclimation process has been started — opening the bag and beginning drip acclimation voids any DOA claim.
Losses occurred due to incorrect acclimation, mishandling, or unsuitable tank conditions after delivery.
The shipment was made during extreme weather conditions (e.g. heatwaves, freezing temperatures) at the customer’s explicit request, against our advice.
The animal was alive upon arrival but died during or after acclimation — this is not covered under the DOA policy.
The order was placed for collection rather than delivery, and the animal was not collected promptly.

5. Acclimation Responsibility

Reef Addiction is not liable for animal losses that occur after the acclimation process has begun or following introduction to your aquarium. Proper acclimation is critical to the survival of all marine livestock.

We strongly recommend reading and following our full Acclimation Guide before receiving any new animals. If you have any questions about the acclimation process, please contact us before your order arrives — we’re happy to help.

6. Packaging & Welfare Commitment

We are committed to the responsible sourcing and welfare of all livestock we sell. Every animal is health-checked before dispatch, and we reserve the right to delay or cancel a shipment if we have concerns about an animal’s condition or the suitability of weather conditions for safe transit.

If we delay your order for welfare reasons, we will contact you promptly to discuss options.