Refund policy

DOA (Dead on Arrival) Policy

Our 100% Live Arrival Guarantee (DOA Policy)

At Bula Aquatics, we stand behind the health and quality of every fish, shrimp, invertebrate, plant, and coral we sell. If any livestock arrives Dead on Arrival (DOA), we will work with you to resolve the issue promptly and fairly.

DOA Guarantee Requirements

To qualify for our DOA Guarantee, the following conditions must be met:

  • Please review this policy in full before placing your order.
  • Customers must inspect all livestock immediately upon delivery, pickup, or arrival before introducing any livestock into an aquarium or pond.
  • You must notify Bula Aquatics immediately after delivery or pickup and before introducing livestock into any system.

Required Video Evidence:

  • A minimum 15-second video showing livestock in the sealed bag prior to opening
  • A minimum 15-second video after opening the bag clearly showing livestock condition
  • Videos must clearly show livestock condition, packaging, and order details
  • All evidence must be sent to bulaaquatics@gmail.com immediately

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

All livestock and dry goods are photographed and recorded before shipment for quality assurance purposes.

Important Conditions

  • Claims submitted within 8 hours of delivery, pickup, or courier-confirmed arrival may not qualify for DOA coverage
  • Late claims may be eligible for partial refund or store credit at the sole discretion of Bula Aquatics
  • Claims without required video evidence may be denied
  • Livestock introduced into an aquarium prior to documentation may not qualify for coverage
  • Bula Aquatics reserves the right to deny claims where improper handling, acclimation, or water conditions contributed to loss

All livestock is photographed and/or video recorded prior to delivery, pickup, or shipment for quality assurance purposes.

Fritz Complete and FritzGuard may be used in livestock water prior to shipment or delivery to support water quality during transport.

If Approved

If a claim is approved, resolution may include:

  • Replacement shipment or delivery (within 1 business day, subject to availability)
  • Refund
  • Store credit

All resolutions are provided at the sole discretion of Bula Aquatics.

Refunds & Store Credit

  • Refunds will be issued to the original payment method when possible.
  • Store credit, replacements, or partial refunds may be offered depending on the situation.
  • Custom orders, deposits, live food, and final sale items may be non-refundable.
  • Delivery, shipping, and processing fees are non-refundable unless required by law.
  • No exchanges on livestock or dry goods.
  • All livestock sales are final except where covered under our Dead on Arrival (DOA) Policy.
  • Refund requests must be submitted with all required documentation, photos, videos, and supporting information where applicable.
  • Refunds will not be issued for losses resulting from improper acclimation, incompatible tank mates, poor water quality, equipment failure, neglect, or circumstances beyond our control after livestock has been received.
  • Order cancellations requested before fulfillment may be subject to payment processing fees charged by Stripe, PayPal, or other payment providers.
  • Bula Aquatics reserves the right to refuse refunds, replacements, store credit, or claims where fraud, abuse of policy, or false information is suspected.

Refund Timeline (If Applicable)

  • E-Transfers: 1–3 business days
  • Stripe: 5–10 business days
  • PayPal: 3–10 business days

Refund timelines are estimates and may vary depending on banks, payment processors, weekends, holidays, or verification requirements.

Contact

For all DOA claims and support:

bulaaquatics@gmail.com
Bula Aquatics
Richmond & Abbotsford, BC, Canada