DOA Policy - Live Arrival Guarantee

Moe’s Aquatics takes the best care to ensure that your aquatic animal arrives alive and in good condition, excluding stress from shipping. 

On the rare case that the animal does not make the trip we will provide you with one of the following, so long as the shipping policy is followed: 

• You will receive a refund for the deceased fish, excluding extras provided as DOA, based its portion of the shipping fee (whether paid for or included in price) and the price of the fish at the time of purchase.
• Replacement of the fish, when quantities allow or a fish of equal value. You will pay the shipping fee. If your request that shipping is slower than what was initially sent then the replacement fish will not be covered under the DOA Policy. 
• A coupon for a future purchase.

To file a DOA claim, you must contact Moe’s Aquatics at MoesFishroom@gmail.com within 2 hours of delivery for fish or shrimp, or 24 hours for snails**. 

Fish/Shrimp: 

Provide clear pictures from multiple angles of the dead animal still in the sealed bag

Aquatic Snails (not bladder, ramshorns): 

Picture must show that the snail is deceased by clearly hanging from its shell with the trap door open, or it has not come out of its shell after 24 hours of acclimation. 

Feeder snails (bladder, ramshorns): 

Feeder snails are sold in groups of 100 and contain 20 extra snails per purchase. If you have more than 20 snails that arrive deceased (shells are clear) or are still floating after acclimating for 12 hours, then reimbursement will be as follows: 

• More than 10-25 snails (above the DOA allotment): 25% of the snail cost and 25% of the shipping fee will be refunded. 
• 26-50 snails (above the DOA allotment): 50% of the snail cost and 50% of the shipping fee.
• More than 50 snails (above the DOA allotment) will receive 100% refund for snails and shipping. 
• Due to stocking, replacement snails will not be sent unless a new order is placed (and paid for).

Plants: 

Picture must show that the plant is still in its original bag and that the plant contains more than 25% melting damage. A refund of 100% will be provided. Shipping costs will not be refunded. Due to stocking, replacement plants will not be sent unless a new order is placed (and paid for). 

Other Items: 

If you purchase an item other than fish, snail, shrimp or plant and it does not meet your standards - the item can be returned without explanation given. The expectation is the returned item will have not entered your aquarium, be in the same state that it left Moe's Aquatics and returned in the same packaging. If the item arrived at your home damaged, you must provide photos to qualify for return. Used items cannot be returned unless there is a mechanical defect. 

A UPS ground shipping label will be provided for returns at no cost to the customer.

We do our best to make sure the animal that is being sent to you is in the best health of its life and quarantine all snails, fish, and shrimp (further known as "fish"). treat with the med-trio prior to being advertised for sale. We also vet out any fish with genetic abnormalities. Sometimes those fish will be offered for free adoption, depending on their health, or will join our crew in our personal display tanks. Sometimes, I miss something though and although it kills me when it happens... a sick fish or a fish with a genetic abnormality might be sold to you.

Plants:   

Know that all plants may contain snails, but will not contain planaria, leaches, hydra, or other parasitic ambush predators. We do not keep these within any of our tanks and will nuke any tank that shows signs with whatever it takes to kill them. Dead. Gone. Extinct. Leaches are gross, so gross. It is your responsibility to ensure that you do not bring the snails into your aquarium by soaking them in your dip process of choice. Refunds will not be provided for snails that make their way into your tank from our plants. I hate leaches. 

Happy Customer = Happy Me

Our goal is to make sure you are a satisfied customer. Sometimes, that means we will go above and beyond our refund and return policy. I know, how dare us... right? We get it. Crap happens and sometimes the fish you thought would go great in your community tank turns into Rambo taking out fish left and right... or the other way around! 

If you are not completely satisfied with your purchase we will provide you with a coupon for a fish of equal value. If you are local you can return the fish to us no questions asked and pick out anything you would like. The coupon works as a gift card, so it doesn't necessarily have to be the a new fish. 

If you are not local it can be a little more complicated. This is where we fall onto the honor system - we ask that you find a new home for the fish. Sure, you can ask a rehoming fee or you can give it away. It's up to you. We will still give you the coupon for the fish, but you will be on the hook for shipping. You can save it to go towards your next purchase, or you can order a new fish right away. It's entirely up to you. 

I want to stress the honor system - I want to be able to always provide this however if I find that people are taking advantage of this for a free fish, I will not be able to continue to offer this for fish that cannot be returned to me. So, be a good scout and follow your Scout Oath and Girl Scout Promise. C'mon Scouts say it with me... "On my honor, I will.... " :D 

With all of that being said - sometimes we can't resolve the issue and Unhappy Customer (≠) happy me. Although Moe's Aquatics believes in a "Happy Customer" approach to refunds, in some cases a refund may not be able to be provided. Know that we will do everything we can to find a fair and reasonable resolution to situations that do not fit within our DOA and Shipping policy. We ask from our customers that you also give us the opportunity to be able to find a reasonable resolution prior to giving a bad review. That way, if you choose to provide a bad review, you are also able to provide information about the resolution and why that resolution did not work for you. We love bad reviews as much as we love good reviews. They are always an opportunity for us to grow and better serve our customers. 

Moe's Aquatics preferred shipping service is UPS. 

We generally ship snails and shrimp UPS 2- Day, and fish overnight. Some fish can handle the longer trip, and if so, we may elect to go the cheaper route after discussing your options with you. If you are located in Washington State, we offer ground shipping as an alternative to overnight but do not guarantee overnight shipping.  Unfortunately, with how shipping has been as of late, UPS 2-Day can take upwards to 4 days, so we do not guarantee timely shipping delivery but will guarantee that the animals arrive alive. 

Overnight shipping is guaranteed only when the fish arrive DOA. If the shipper offers a refund for the delayed shipment, I will always send that refund your way. If you elect for your fish to be sent 2-Day (except for when we recommend it), the DOA policy will be refund for fish only.

We fast the fish during the weekend to guarantee that they are ready for shipment. By Monday, however, the plecos look like they are going to suck my face off, so I have to feed them. If your order comes in after the fish have been fed, it will go out the following week. Our shipping days are Monday through Wednesday - to which we will confirm with you an appropriate delivery date. For web orders only - if you do not respond to our inquiry, we will not be able to ship that week so please respond to the emails in a timely manner. If we are not able to connect with you, the fish will go out the following week. We will only hold fish for two weeks with no response. If you fail to respond we will return your money less the credit card processing fee (4%). 

Orders through online Marketplace Platforms, such as http://www.eBay.com, http://www.aquabid.com, http://aquafindr.com, http://etsy.com or similar sites do not have this policy because we are required to ship your order in a specific timeframe. I do my best to connect with you to ensure you are home for delivery. 

We do our best to be mindful of holidays as well. Moe's does not ship from November 15th-January 15th and may delay shipping if temperatures (lows) are below 25 degrees F for the sender or receiver. Exceptions will be made on a case-by-case basis and may include temporary adjustments to the DOA Policy when necessary.

Heat packs and cold packs are always included free of charge. In some cases, even in cold weather (or hot weather) extra temperature control can be handled with insulation alone.