Live Arrival Guarantee & DOA Protection Policy. The Best DOA Policy in the Fish Industry.
💠 Our Promise 💠
At Jason’s Plecos & Cichlids LLC, we proudly offer one of the most comprehensive Live Arrival Guarantees in the aquarium trade.
We stand behind every fish we ship — from rare Plecos to majestic Cichlids and exotic catfish.
Your fish are guaranteed to arrive alive, healthy, and in excellent condition, provided all requirements below are met.
Shipping Methods & Coverage 🚛
Live Arrival Guarantee Requirements
To qualify for Live Arrival & DOA coverage, all of the following must be met:
🕐 Be Available at Delivery
Make sure someone is home when the shipment arrives to receive it immediately — otherwise, the DOA guarantee is void.
📬
UPS deliveries:
Someone must be home when the package is delivered. ✈️
Airline cargo (Southwest or Delta):
Arrive at the airport
when the AWB (Air Waybill)
shows the flight will land, be ready to
pay for your fish and
wait for the cargo agent
to hand you your shipment.⏰
Provide an Unboxing Video 🎥
Your claim must include a clear, unedited video showing:
📦 The unopened box and visible shipping label
🐠 The complete unbagging process (no cuts or edits)
🔍 All fish clearly visible inside their bags
Submit Your Claim Within 1 Hour ⏳
You must submit your DOA claim within 1 hour of the timestamp shown on the UPS or Southwest/Delta Cargo tracking page.
Send your unboxing video, photos, and order number via:
📧 JasonsPlecosCichlids@Outlook.com
Include clear photos of any deceased fish inside their unopened bags.
Do Not Discard Anything 💀
Do not throw away deceased fish, packaging, or bags until your claim is approved.
Failure to meet any of the above requirements voids your Live Arrival Guarantee.
What’s Not Covered ⚠️
🚫 Nobody was home at time of delivery or cargo was not picked up within 1 hour.
🌡️ Fish were left unattended, exposed to temperature extremes, or improperly acclimated.
🐟 Improper introduction to your aquarium (including poor water quality, aggressive tankmates, or unsuitable parameters).
💧 Improper or no acclimation process after arrival.
📹 The required unboxing video was not provided.
Reimbursement & Resolution 💰
🕓 All claims are reviewed the same day and within 24 hours of receipt.
🐠 If Fish Arrive Alive and Well
🎉 Enjoy your new fish! Your guarantee has been fulfilled — no reimbursement applies.
⏱️
If Shipment Is Delayed One or More Business Days, but Fish Arrive Alive
💸 We will reimburse your shipping cost only as a courtesy.
You keep your healthy fish and your shipping is refunded.
🚗
If Shipment Was Delivered to the Wrong Address but Fish Arrive Alive
📦 If the carrier mistakenly delivers your package to someone else’s address and you must retrieve it yourself, but the fish are alive and well,
we will refund your shipping cost only as an inconvenience reimbursement.
❌
If Shipment Was Delivered to the Wrong Address and Fish Arrive DOA
💯 If the carrier delivers your package to the wrong address and the fish arrive deceased,
we will refund the full cost of your order, including fish and shipping.
💀
If Shipment Is Delayed and Fish Arrive DOA
💯 We will refund your entire order 100% — including fish and shipping.
If your total was $200, you receive $200 refunded, plus a 10% discount on your next order.
📦
Standard UPS Shipments (No Delay)
If a verified DOA occurs, you’ll receive 100% reimbursement of the fish’s purchase price
(as store credit or refund, your choice).
✈️
Cargo Shipments (Southwest / Delta)
Refund or credit covers fish value only.
💵 Shipping, tips, and handling fees are not reimbursable.
How We Protect Your Fish
We go above and beyond to ensure each shipment arrives safely and securely:
📦
Thick insulated boxes
for temperature stability💨
The perfect ratio of pure oxygen to water
carefully adjusted by species🐠
Fish are bagged at least twice — but may be bagged three to eight times depending on the species
🧴
Special vinyl bags
for extra-large fish with teeth, tall dorsal fins, or spikey Plecos to Catfish🔒
Each bag secured with castration bands and rubber bands
for reinforcement💧
Liner bags
for extra water protection📰
Newspaper or recycled brown paper
for padding and temperature control🧣
During colder months, blankets are used to help insulate shipments
🔥
Heat or cold packs
added as needed🕳️
Small oxygen access hole
cut into the lid to keep heat packs active and prevent overheating🏷️
Each box includes a label with instructions and our personal contact number if delivered to the wrong address
🚚
Boxes clearly labeled “Live Fish” and “Fragile.”
We constantly monitor weather, routing, and carrier performance to ensure the safest possible delivery.
Acceptance of Terms ⚖️
By purchasing live fish from Jason’s Plecos & Cichlids LLC, you agree to all terms of this Live Arrival Guarantee & DOA Protection Policy before checkout.
We are committed to transparency, fairness, and responsible fish shipping practices — ensuring every customer receives healthy fish and peace of mind.
📧 JasonsPlecosCichlids@Outlook.com
💬 Facebook: Jason’s Plecos & Cichlids
🌐 www.JasonsPlecosCichlids.com
📍 Union, Kentucky