Glossary
DOA
Dead on arrival — and the policy that says what happens next.
Photograph it in the unopened bag within 24 hours. The bag matters: once it is opened, nobody can tell shipping loss from acclimation loss, and the claim becomes an argument instead of a fact.
A policy is only as good as the moment it is invoked. Ours says: photograph in the unopened bag within 24 hours, then write. We would rather refund an ambiguous case than argue one — but once the bag is open nobody can separate shipping loss from acclimation loss, and the claim stops being a fact.
Related terms
- Drip acclimationLetting your water replace the shipping water slowly, over an hour or more.