Coast Gem USA’s DOA & Wrong Fish Claim Policy
To qualify for our guarantee, you must complete both steps below within six (6) hours of confirmed delivery. We use the delivery time recorded by the carrier’s tracking system.
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Take a clear photo or short video of the deceased or incorrect fish inside its original, UNOPENED shipping bag. Make sure the fish and bag label are clearly visible.
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Email DOA@coastgemusa.com with the photos or video attached, a brief description of the issue, your full name, order number, and phone number.
Please inspect your shipment immediately upon arrival. Do not open the affected bag or release the fish into your aquarium before documenting the issue. Claims submitted after the six-hour window or without the required evidence are not eligible under this guarantee.
Claim Review Schedule
DOA and wrong fish claims are reviewed Friday through Sunday only.
You must still submit your claim within six hours of delivery, regardless of the day your package arrives. A timely, complete claim remains eligible for review even if our response occurs several days later.
If you have not received a response by the end of the next Friday–Sunday review period following your submission, please call 619-856-4603 and leave a message with your name and order number.
How Claims Are Resolved
For approved DOA claims, we issue store credit for the amount paid for the deceased fish, redeemable toward a future purchase.
For approved wrong fish claims, we review your order and submitted photos, then contact you with the resolution. Please do not return live fish unless we provide instructions.
Shipping charges are nonrefundable. The buyer is responsible for shipping charges for any replacement fish.
Delivery Requirements
Please arrange for someone to receive the package on the first delivery attempt and bring it indoors promptly.
Losses caused by the recipient being unavailable to accept delivery on the first attempt are not covered by this guarantee.
After Arrival
Our Live Arrival Guarantee covers fish that arrive deceased. It does not cover deaths or illnesses occurring after live arrival, including during acclimation or after introduction into your aquarium.
This policy applies only to purchases made directly from Coast Gem USA. Nothing in this policy limits any rights or remedies available under applicable law.