Live-Fish Arrival Checklist

Before You Open Anything

Please complete these steps before opening any bags or boxes. Evidence collected before opening is the only evidence we can act on.

  1. Photograph the sealed outer box — show all sides, including any damage, dents, or punctures.
  2. Photograph the packing slip — lay it flat, make sure the order number and date are fully visible. Do not remove it from the box yet.
  3. Note your exact delivery time — check the carrier scan or your doorbell/camera timestamp and write it down.

Unpacking & Specimen Photography

Once you have the sealed-box and packing-slip photos, you may begin unpacking. For any fish or invertebrate that appears deceased or in distress:

  1. Keep the bag sealed. Do not open, net, or transfer the specimen before photographing.
  2. Photograph the specimen inside the sealed bag — lay the bag flat on a plain white background (a sheet of white paper works well). Ensure the fish is clearly visible and the bag seams are in frame.
  3. Take a second photo from directly above (top-down) to show the full body without glare.
  4. Photograph the bag label or tag if one is present — this links the specimen to your order line item.
  5. Do not discard any bags, packaging, or heat packs until your claim is resolved.

Timing & Claim Window

  • Claims must be submitted within 2 hours of the carrier-confirmed delivery time. [To be confirmed by BioAcuatica]
  • The clock starts at the first delivery scan, not when you open the box.
  • Claims submitted after this window may not be eligible for review. [To be confirmed]

What BioAcuatica Can Verify

To process a claim fairly, we rely on photographic evidence because we cannot inspect your shipment remotely. Here is what we can and cannot confirm:

We CAN verify We CANNOT verify
Specimens photographed in sealed bags on a white background Condition of fish after bags are opened
Delivery timestamp from carrier scan How long a bag sat in heat or cold after delivery
Packing slip matching your order number Water parameters or acclimation method used
Visible damage to outer box Any claim without supporting photos

How to Submit a Claim

  1. Gather all photos from the steps above (box, packing slip, sealed-bag specimens).
  2. Note your order number (found on the packing slip or your confirmation email).
  3. Visit our Contact Us page and submit your claim with:
    • Your order number
    • Delivery date and time (carrier scan)
    • Photos attached or linked
    • A brief description of each affected specimen
  4. We will respond as soon as possible.

Quick Reference Checklist

  • ☐ Outer box photographed (all sides, sealed)
  • ☐ Packing slip photographed (order number visible, bag sealed)
  • ☐ Delivery time recorded
  • ☐ Each affected specimen photographed in sealed bag on white background
  • ☐ Top-down photo taken for each specimen
  • ☐ Bag labels photographed
  • ☐ All packaging retained
  • ☐ Claim submitted within the required window via Contact Us

This checklist is for informational guidance only. Specific guarantee terms, replacement policies, and time limits are subject to BioAcuatica's current shipping policy.