DOA Claim Submission Form

How to file a DOA claim

If any fish in your order arrived dead, please review our Live Arrival Guarantee and send us your claim within 2 hours of delivery. An unboxing video is required.

First choice

Text us your claim

Text only (no calls)

936-239-1292

Text 936-239-1292

Attach your unboxing video and clear photos to the text.

See the text template 
Text to: 936-239-1292

DOA claim
Order #: 
Name: 
Species: 
Arrived dead (how many out of how many ordered): 
Box opened (date and time): 
Payout (refund or store credit):
Backup

Or email us

Sales@lonestarrareexoticfish.com

Subject: DOA Claim #[order] - [Name]

Email Sales@

Replace [order] and [Name] in the subject. Attach your unboxing video and clear photos. If the video is too big to email, text it to 936-239-1292.

No email app? Copy the template 
To: Sales@lonestarrareexoticfish.com
Subject: DOA Claim #[order] - [Name]

Name: 
Email: 
Phone: 
Order number: 
Species: 
Arrived dead (how many out of how many ordered): 
Box opened (date and time): 
Payout choice (refund or store credit):

What to include

  • Your order number
  • The species that arrived dead
  • How many arrived dead out of how many you ordered (for example, 2 of 6)
  • When you opened the box
  • Your unboxing video (required) and clear photos
  • Your payout choice (see below)

Choose your payout

On an approved claim, you can choose a refund for the value of the lost fish, sent back to your original payment method (shipping is not refunded), or store credit toward your next purchase for the value of the lost fish plus the prorated cost of shipping. If your order shipped free, store credit includes a 5% bonus instead.

Before you send

Please include your unboxing video and any other video/photo evidence that you have gathered. We may ask for additional evidence if what you provide is not clear, and in some cases we may ask to see the fish cut in half. Do not discard the fish until the claim has been finalized in case we need to see further evidence.

Please allow 24-48 hours for your claim to be reviewed

Read the full Live Arrival Guarantee.