DOA policy- Germany

Paul Howard

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COMPLAINTS CONDITIONS LIVING ANIMALS
After the arrival of your order, you have until the end of the day the opportunity to fill in our complaint form. Use this period to examine the animals for damage and report any irregularities. Complaints must be made in writing via our claim form at www.whitecorals.com/reclamation

Please pack the animals in your aquarium and get used to them if necessary. In any case, you should also put ailing animals in their aquarium.

If you are unsure as to whether a coral has been damaged during transport, place it in the tank for a few hours for observation. Many animals are recovering.

In case of a complaint, please make meaningful pictures of the animal on which the damage is clearly visible. Photos of murky water are not meaningful. Turbid water is often harmless. Avoid photos with blue light. Take the animal out of the water if necessary and photograph it in white light. We reserve the right to request further pictures of the animals, or the skeleton (even after a few days in case of ailing animals). Please keep skeletons (with soft corals the Ablegerstein or living stone) on until we have completed the complaint handling.

The Living Arrival Guarantee applies in particular only if the following points have been observed:

Check the delivery address you specified in the order confirmation email. We assume no liability if the package can not be delivered due to an incorrect address given by you. If you would like to subsequently change a delivery address before sending the order, please call us (+49 (0) 711-400 911 - 0). We can not guarantee timely changes by e-mail.

Should a delivery be delivered late by the delivery service nevertheless the possibility of an acceptance must be guaranteed. Even wet or damaged packages must be accepted in any case. There is always a chance that the animals are still alive and fully recovering. A complaint is only possible if the consignment has been accepted.

For delivery issues, such as recipient unavailability or late delivery, please contact UPS directly at 01806 882 663. Have the tracking number ready and tell the nice agents on the phone about the problem and indicate that the package is either should be delivered again today, or inquire about alternatives, such as pickup in a branch of the deliverer. If you get stuck or need help, you can of course contact us.

We always include your phone number, but you can not be sure that the delivery staff are calling. If you are spontaneously prevented from delivering, leave a note for the driver about an alternative delivery option.
 
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