DOA Procedure

Full credit for the purchased item will be given minus shipping and packing fees on valid DOA's.

In the unlikely case of a DOA (dead on arrival) item, please act quickly, regardless if it's the weekend or a holiday. You have 2 hours from delivery in which to act.

Take a clear photo of the item without removing from shipping container or bag if possible. Over-saturated blue photos cannot be accepted. IT MUST BE CLEAR!

Fill out our Credit Request form with all required information.

A request number is given upon submittal of the form, you can also retrieve this number here after the form is submitted. Send an email with your photo and the credit request number to sales@southwestaquaculture.com within the 2 hour period, this will validate your request, no matter how long we take to respond.

We will attend to your request as quickly as possible to provide resolution. However the above steps must be completed first! Prior to any telephone conversation, the steps above must be completed, we cannot stress this enough. It gets busy here, and we want to ensure we have everything required on record, so that we may process your request as smooth and efficiently as possible.

We are not responsible for refused shipments, packages delayed by carrier or customer actions leading to a delay. In the event you might miss your delivery window, it would be best to call the carrier and request that your package be held for pick up, especially if severe weather is imminent.

2 hour period starts with the delivery time stamp reported by the carrier.