SIAMOverview
Siam Tranship acknowledges that live fish shipments carry inherent risk. We do not guarantee 100% live arrival on all shipments.
This policy applies to transhipping services provided by Siam Tranship for shipments from Thailand to the USA. Fish purchased directly from Thai sellers are subject to the seller's own policies for fish quality and health before shipment.
DOA Definition
A fish is considered Dead on Arrival (DOA) when it is found dead upon opening the bag for the first time under normal receiving conditions, where:
- The shipment was delivered on the originally scheduled date
- The buyer was present to receive the shipment promptly
- The bag was unopened and undamaged upon arrival
- The buyer followed reasonable receiving procedures
A fish that dies after the bag is opened, after acclimation, or after being placed in the buyer's tank is generally not eligible for a DOA claim unless documented evidence clearly shows the fish was already dead upon opening.
Claim Process
To submit a DOA claim, you must:
- Contact Siam Tranship within 2 hours of delivery to initiate a claim
- Provide your booking confirmation number
- Submit clear photo or video evidence of the deceased fish
- Submit photos showing the unopened or just-opened bag
- Provide your delivery confirmation details
Claims submitted after the 2-hour window will not be accepted. We are unable to make exceptions to this requirement due to the nature of live fish shipments.
Claim Evidence Requirements
The following evidence is required to process a DOA claim:
- Photo of the dead fish clearly visible in the bag — taken immediately upon opening
- Photo of the bag intact — showing the bag seal and any bag labels or markings
- Photo of the shipping box exterior — showing the label and any damage
- Timestamp — photos must contain verifiable timestamps corresponding to the delivery date and time
Video evidence showing the fish condition upon unboxing is strongly recommended and may strengthen your claim.
Conditions That Void Live Arrival Claims
The following conditions will automatically void or reduce eligibility for a DOA claim:
- Incorrect delivery address provided by the buyer
- Buyer was not present to receive the shipment and the package was left unattended
- Late pickup from airport — beyond the required collection window
- Shipment delayed due to weather, airline, customs, or carrier issues beyond our control
- Buyer failure to follow receiving instructions provided by Siam Tranship
- Fish condition issues that originate from the seller's packing or fish health prior to shipment
- Evidence submitted after the 2-hour claim window
- Evidence that the bag was tampered with, damaged by the buyer, or not stored properly upon receipt
Flowerhorn and Large Fish Claims
Flowerhorn shipments are handled under custom arrangements and may have separate claim conditions outlined at the time of booking. Due to the higher risk, cost, and complexity of large fish shipments, DOA claims for flowerhorn require additional documentation and are evaluated on a case-by-case basis.
Siam Tranship strongly recommends confirming all flowerhorn claim terms before payment is made.
Claim Outcomes
Approved DOA claims may result in one of the following outcomes at Siam Tranship's discretion:
- Partial credit toward a future shipment
- Partial refund of the transhipping fee
- Coordination of replacement fish on the next available shipment (where applicable)
Siam Tranship does not guarantee full refunds for DOA claims. The outcome depends on the circumstances, evidence quality, fish type, and conditions of the shipment.
Contact for Claims
To initiate a DOA claim, contact us immediately via our Contact page or the contact channel communicated at time of booking. Include your booking number and attach your evidence.