Delivery, Packaging & DOA Policy Deep Blue North East Ltd

1. Packaging and Dispatch

At Deep Blue North East Ltd, we take every reasonable precaution to ensure that all corals and marine livestock are packaged securely and dispatched in excellent condition.
Each item is carefully inspected and photographed prior to dispatch to confirm health and quality.

All livestock orders are shipped using trusted courier services and are clearly labelled to ensure safe and prompt handling during transit.

2. Responsibility After Dispatch

Once your order has been collected by Royal Mail or any other approved third-party courier, responsibility for the parcel passes to that courier.

Deep Blue North East Ltd cannot be held liable for:

  • Delays in transit or missed delivery attempts

  • Damage caused during courier handling

  • Parcels marked as “delivered” but not received

In such cases, customers must seek compensation directly from Royal Mail or the relevant courier.

3. Dead on Arrival (DOA) Policy

If any coral or marine livestock arrives deceased, customers must notify us by email within 1 hour of signing for the parcel.

To submit a DOA claim, you must include:

  • Clear photographs of the unopened packaging

  • Clear photographs of the coral or livestock in question

Claims submitted after this time window or without supporting photographic evidence cannot be accepted.

Please send all DOA notifications to:
📧 admin@deepbluenortheast.co.uk

4. Replacements and Refunds

At the sole discretion of Deep Blue North East Ltd, a replacement coral may be offered if a suitable alternative is available.

Please note:

  • Shipping charges are non-refundable and will not be covered for replacements.

  • If no suitable replacement is available, a credit note may be issued at our discretion.

  • Refunds are not guaranteed and will only be issued after review and approval based on the evidence provided.

5. Customer Responsibility

It is the customer’s responsibility to ensure that someone is available to receive and sign for the delivery at the agreed delivery time.
Failure to do so will void any DOA or damage claim.

Customers are also advised to raise complaints directly with Royal Mail regarding any delivery service failures, delays, or mishandling.

DOA (Dead on Arrival) Claim Process

To qualify for a DOA claim, please follow these steps:

Step 1 – Check Immediately

Inspect all corals and livestock as soon as your parcel arrives.

Step 2 – Notify Us Within 1 Hour

If any item is deceased on arrival, email us within 1 hour of signing for the parcel at:
📧 admin@deepbluenortheast.co.uk

Step 3 – Provide Photographic Evidence

Include clear photographs showing:

  • The unopened packaging as received

  • The coral or livestock in question

Claims without photographs cannot be processed.

Step 4 – Our Review

We will review your claim based on the evidence provided.
If valid, we may offer a replacement coral (if available) or issue a credit note.
Shipping fees are non-refundable.

Step 5 – Exclusions

  • Claims made after the 1-hour window will not be accepted.

  • If no one is available to receive and sign for the delivery, DOA cover is void.

  • Delivery failures, delays, or damage caused by Royal Mail or other couriers are outside our control — customers must seek compensation directly from the courier.