Dead-On-Arrival Policy
At our hatchery, we adhere to packing standards and shipping procedures compliant with international shipping standards to ensure the safe delivery of your order.
Each discus undergoes meticulous handling, carefully bagged and placed in insulated foam boxes.
In cases where your local climate differs from our tropical environment, we include heat packs to maintain optimal conditions during transit. We prioritize the well-being of our discus fish; therefore, we will proactively communicate with you to assess weather conditions in your area, ensuring the fish's health upon arrival.
International shipping can occasionally present unforeseen challenges that neither party desires. In the unfortunate event of a discus fish arriving deceased, we offer replacement or a refund.
To facilitate this process, please follow the steps outlined below upon receiving your shipment:
STEP 1: Record opening with Timestamp Camera app.
Use the "Timestamp Camera Basic" app to create a video documenting:
(a) the date of receipt
(b) the time of opening the carton.
(c) your location
STEP 2: Before opening the carton - Capture any damage to the carton.
Capture at least 1 video and 5 photos of the corners of the unopened carton (four photos on each side and one from above), highlighting any signs of scratches or impacts sustained during transportation. This documentation is crucial for collaborating with the shipping company to determine responsibility.
STEP 3: While opening the carton - Film the process and any deceased fish.
Record a video of the carton opening process. Should any discus fish perish during transportation, please take photos of the deceased fish. Include details such as the number and type of deceased fish, along with the (a) date, (b) time of recording, and (c) your location
STEP 4: Submit documentation via email.
Email the compiled videos and photos to Contact@trustdi.vn, and our team will promptly respond to resolve the situation.
*** Please note:
1. Specific, clear photos and videos are required for documentation purposes. These are must-have documents for working with tax authorities and customs authorities in our country to facilitate refund or replacement procedures.
2. In the event of unexpected issues, please send videos and photos to us within 24 hours of receiving the goods.