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Livestock DOA (Dead on Arrival) Policy

At Tees Reef, we take great care in selecting, preparing and packaging our marine livestock to ensure it arrives safely and in the best possible condition.

Due to the delicate nature of transporting live marine animals, unforeseen issues can occasionally occur during transit. This Livestock DOA (Dead on Arrival) Policy explains our requirements and process if livestock arrives deceased.

1. About Us

TEES REEF AQUATICS LIMITED trading as Tees Reef is a marine aquarium retailer specialising in:

  • Marine fish.
  • Live corals.
  • Other live marine organisms.
  • Aquarium equipment and accessories.

Registered Company Name: TEES REEF AQUATICS LIMITED

Company Number: 14000199

Registered Office:

139 Yardley Wood Road
Birmingham
B13 9JG
United Kingdom

Website: www.teesreef.com

Email: info@teesreef.com

 

2. Scope of This Policy

This policy applies to live marine livestock purchased from Tees Reef, including:

  • Marine fish.
  • Live corals.
  • Other live marine organisms supplied by us.

This policy does not apply to:

  • Aquariums.
  • Equipment.
  • Accessories.
  • Other non-living products.

3. Preparing Your Livestock Delivery

All livestock orders are carefully prepared before dispatch.

We use appropriate packaging methods designed to help maintain:

  • Suitable temperatures.
  • Oxygen levels.
  • Protection during transport.

Before dispatch, livestock is checked to ensure it is suitable for shipment.

However, live marine animals can be affected by factors outside our control, including:

  • Courier delays.
  • Weather conditions.
  • Transport conditions.
  • The natural sensitivity of live marine organisms.

4. Receiving Your Livestock Delivery

When your livestock arrives, you must:

  • Ensure someone is available to receive the delivery.
  • Open the outer packaging as soon as possible.
  • Check the condition of the livestock without opening the original transport bag.
  • Keep the livestock inside the original unopened transport bag until Tees Reef has assessed any DOA claim.

Any delay in checking the livestock after delivery may affect your claim.

5. Reporting DOA Livestock

If livestock arrives deceased, you must contact Tees Reef within 2 hours of delivery.

The livestock must remain inside the original unopened transport bag until photographic or video evidence has been provided and Tees Reef has confirmed how to proceed.

To allow us to assess your claim, please provide:

  • Your order number.
  • Clear photographs of the deceased livestock inside the unopened transport bag.
  • Photographs of the transport bag and outer packaging where possible.
  • Any additional information requested by our team.

Video evidence may also be requested.

Once the original transport bag has been opened, the livestock has been removed, placed into an aquarium, or otherwise handled, any DOA refund or replacement claim will be considered void.

Claims submitted after the required timeframe or without sufficient evidence may not be accepted.

6. DOA Resolution

Where a DOA claim is approved, TEES REEF AQUATICS LIMITED may offer:

  • Replacement livestock (subject to availability).
  • Store credit.
  • Refund for the affected livestock item.

The resolution offered will depend on livestock availability and the circumstances of the claim.

Delivery charges are not refundable unless required by law.

 

7. What This Policy Does Not Cover

Our Livestock DOA Policy does not cover:

  • Livestock where the original transport bag has been opened.
  • Livestock that has been removed from the original transport bag.
  • Livestock that has been placed into an aquarium before evidence has been provided.
  • Claims reported after the 2-hour notification period.
  • Losses caused by customer handling after opening the transport bag.
  • Disposal of deceased livestock before evidence has been provided where requested.
  • Losses resulting from aquarium conditions or customer care after the livestock has been accepted.

8. Coral Appearance and Natural Variation

Live corals are natural living organisms and may vary from photographs shown on our website.

Variations in:

  • Colour.
  • Shape.
  • Size.
  • Growth pattern.

are normal and are not considered defects.

Coral colour may vary depending on:

  • Aquarium lighting.
  • Water quality.
  • Environmental conditions.

9. Weather and Courier Delays

Extreme weather conditions or courier delays may affect livestock deliveries.

To protect animal welfare, TEES REEF AQUATICS LIMITED reserves the right to delay dispatch where necessary.

If dispatch is delayed, we will contact you with updated delivery information.

10. Customer Responsibility

By purchasing live marine livestock from Tees Reef, you confirm that you understand the requirements of keeping marine livestock and have made appropriate preparations before purchase.

Customers are responsible for:

  • Having a suitable marine aquarium setup.
  • Ensuring they can properly maintain their aquarium environment.
  • Understanding the requirements of the livestock purchased.

11. Contact Us

If you have any questions regarding this Livestock DOA Policy, please contact us:

TEES REEF AQUATICS LIMITED
Trading as Tees Reef

Company Number: 14000199

Registered Office:

139 Yardley Wood Road
Birmingham
B13 9JG
United Kingdom

Website: www.teesreef.com

Email: info@teesreef.com