Live Arrival and DOA Claim Guide
Receiving a live betta requires a careful first inspection. Follow these steps before opening the shipping bag so Bettavaro and the seller can review a live-arrival or DOA concern using clear evidence.
Understanding the term
What DOA Means
DOA means Dead on Arrival: a fish that appears to have died during transit or is found deceased when the shipment is received. A motionless fish is not automatically proof of death, so observe carefully through the sealed bag and avoid rough handling.
This guide explains the reporting process; it is not veterinary advice and does not replace Bettavaro’s published DOA Policy.
Follow the sequence
Four Steps for an Arrival Concern
Report the facts you can observe. Do not shake, squeeze or otherwise handle the bag roughly.
Inspect the Fish in the Sealed Bag
Place the bag in good light and observe the fish through the plastic. Look carefully for visible movement or other signs of life. If you are unsure, record what you can see and contact Support.
Record Clear Evidence
Take clear photos and, when possible, a short continuous video showing the fish inside the sealed bag. Include the delivery label and available outer packaging or tracking information.
Contact Bettavaro Support
Email support@bettavaro.com promptly. Include the order number, fish or listing information, delivery date and time, clear evidence, shipping details and a short description.
Review and Coordination
Bettavaro reviews the available information and may coordinate with the seller or request additional evidence. The outcome depends on the applicable policy, order facts and evidence provided.
Subject to review
Possible Claim Outcomes
Eligible Refund
An approved DOA claim generally concerns the affected fish purchase price. Where approved, refunds should return through the original payment method when possible.
Replacement Discussion
A replacement may be discussed and coordinated with the seller when approved and available. It is not automatic; availability and related shipping costs may vary.
More Evidence Needed
Support may request clearer evidence or additional order and delivery information before the claim can be assessed.
Claim Not Approved
A claim may be declined when evidence is unclear, the original bag was opened, information is incomplete or the applicable conditions are not met.
Costs that are generally not refundable
Current published policy says shipping, handling, import fees and third-party costs are normally non-refundable. Customs, taxes, trans-shipper and local-delivery charges can depend on the route and provider. Review the policy and order terms that apply to your shipment.
Quick reference
Important Claim Checklist
- Keep the original fish bag sealed.
- Inspect the fish carefully in good light.
- Record clear photos or video.
- Keep the delivery label and packaging information.
- Note the date and time received.
- Locate your Bettavaro order number.
- Email support@bettavaro.com promptly.
- Follow any additional instructions from Support.
Protect the evidence
Common Mistakes to Avoid
- Opening, cutting or discarding the bag before recording evidence.
- Sending images that do not clearly show the fish and sealed bag.
- Leaving out the order number or delivery information.
- Discarding the shipping label or packaging too early.
- Waiting when the concern could be reported promptly.
- Assuming that submitting a claim guarantees a refund or replacement.
Important distinction
A Claim Is a Request for Review
Submitting evidence allows Bettavaro and the seller to assess the concern. It does not automatically establish eligibility, responsibility or a particular resolution.
FAQ
Live Arrival and DOA Questions
What does DOA mean?
DOA means Dead on Arrival. For Bettavaro claim review, the fish should remain visible inside its original sealed bag while clear evidence is recorded.
Should I open the bag if the fish appears motionless?
No. Observe carefully through the sealed bag, record clear evidence and contact Bettavaro Support if you are unsure. Do not shake, squeeze or handle the bag roughly.
What evidence should I keep?
Keep clear photos or video of the fish in the sealed bag, the delivery label and available packaging information. Include your order reference, delivery time and a short description.
Does submitting a DOA claim guarantee a refund?
No. A claim is reviewed under the applicable policy and available evidence. Approved DOA refunds generally concern the affected fish purchase price only.
Can I request a replacement fish?
You may ask whether a replacement can be arranged. Availability, seller agreement, approval and related shipping costs can vary, so a replacement is not automatic.
Need assistance?
Keep the Bag Sealed and Contact Support
Send your order reference and clear arrival evidence through Bettavaro’s official support channel.