When your box arrives
Inspect the shipment as soon as it arrives. Before opening the box, start one continuous video so the unopened box, its seals, every unopened bag and the condition of the fish are documented from the beginning. Keep all bags sealed until the required evidence has been recorded.
Check your order instructions and record the required evidence
Start one continuous video before opening the box. Show the unopened box and its seals, then every unopened bag and the number of fish that are dead or visibly injured inside still-sealed bags. Do not stop the recording, open a bag first or recreate the video later. Contact VIET MOLLY as soon as the shipment arrives, within the reporting window agreed when the order was confirmed.
Check the bags first, then decide whether to float
Check whether any bag is leaking, whether the fish look abnormal, and the water temperature in the bag. Whether to float the bags, and for how long, depends on transit time, the temperature difference and the instructions for your order; there is no fixed 15–20-minute rule.
Acclimate by the plan confirmed for your order
Whether to open the bags and mix in tank water, how fast and for how long depends on the condition in the bag, the receiving tank's temperature and pH, and the transit time. Do not apply a fixed 15–20-minute mixing routine to every shipment.
Transfer the fish, keep transport water out
If the plan for your order calls for it, move the fish with a net or a suitable container into the prepared observation tank. Unless both sides have agreed otherwise, do not pour the transport water into the receiving tank.
Observe and record
Keep light and disturbance low and watch breathing, swimming and any abnormal individuals. When to feed, whether to isolate, and when to move fish to a community tank depends on the plan confirmed for your order and on the fish's actual condition; then let us know how the box arrived.
How to Report an Arrival Issue or DOA Claim
Always record one continuous video before opening the box. If fish are dead or visibly injured inside still-sealed bags when the box is opened, the video must show the unopened box, its seals, every unopened bag and the number of affected fish. Report the issue to VIET MOLLY as soon as the shipment arrives, within the reporting window agreed when the order was confirmed. Once the evidence is verified, the buyer may choose either a refund for the value of the eligible fish or credit for that same amount toward the next order. Only eligible fish are covered; the full order is not refunded. Replacement fish may be arranged when suitable for the shipment and will be discussed case by case. This policy does not apply if the required continuous video is missing, the report is late, or the fish weaken or die after a bag is opened, during acclimation or after release into the buyer's own tanks or ponds.
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