Response procedures if an accident or DOA (Dead on Arrival) occurs during shipping. How to preserve evidence, contact information, and compensation claim process.
Key Takeaways
Response procedures if an accident or DOA (Dead on Arrival) occurs during shipping. How to preserve evidence, contact information, and compensation claim process.
When purchasing live animals through online shipping, no matter how carefully they are packaged and shipped, accidents and DOA (Dead on Arrival) during delivery can never be reduced to zero. When handling living creatures, you need both the resolve and knowledge to deal with potential risks. This article provides a detailed guide on how to respond calmly and appropriately when a delivery accident occurs—from what to do immediately upon arrival, to compensation negotiations, and tips for preventing accidents in the first place.
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What to Do When Your Package Arrives
The most important step when a delivery accident is suspected is preserving evidence. Once the package is opened, it becomes impossible to recreate the situation, so be sure to follow the steps below.
Record Video Before Opening
Start recording a video on your smartphone from the moment the package arrives at your door. Film all four sides and top and bottom of the outer box, checking for any abnormalities such as dents, tears, or moisture damage. Continue filming through the entire unboxing process. This "unboxing video" serves as the most compelling evidence that an accident occurred during shipping.
Document Box and Packaging Condition with Photos
In addition to the video, take still photos of the following items as well:
Entire outer box (4 sides + top and bottom)
Close-up of any dents or damage
Arrangement of packaging materials (position and condition of ice packs or heat packs)
Shipping label (clearly showing tracking number)
Photos often turn out to be insufficient later. It's better to take too many than too few.
Check Animal Condition and Record Additional Photos
Once you've unwrapped the packaging, check the condition of the animal. If you observe DOA, weakness, or visible injuries, take multiple close-up photos of the animal. Photograph the animal as packaged—fish in their water bag, reptiles or insects in their container—to make the evidence more compelling.
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Once you've documented the evidence, contact the breeder on the same day of arrival. Many DOA guarantees require notification "on the day of arrival (or the next day)," and delayed notification may result in loss of coverage.
What to Include in Your Message
Include the following in your transaction message:
Arrival date and time (time of delivery completion)
Box and packaging condition (note any damage clearly)
Photos and videos taken (attach or share links)
Communicate the facts calmly and objectively—this leads to smoother resolution. A reputable breeder should propose solutions such as replacement shipment or refund based on the evidence.
Verify DOA Guarantee Conditions in Advance
Guarantee coverage varies by breeder. It's ideal to check the conditions listed on the listing page before purchasing. Here are some common examples:
Notification must be provided on the day of arrival or by the next morning
Video and photo evidence must be submitted
Pick-up at business offices, address forwarding, and collection after extended absences are not covered
Summer (high temperature) and winter (low temperature) periods may be excluded
Understanding the presence and scope of coverage helps prevent disputes later.
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Escalating to Brichoku Support
If the breeder does not respond or if the matter cannot be resolved through discussion, please contact Brichoku support.
Brichoku uses escrow payment, so the platform holds the payment until the buyer confirms receipt. Even if a dispute cannot be resolved, the paid amount will not automatically be sent to the breeder.
What to Prepare When Contacting Support
Transaction ID (available from your account page)
Delivery accident evidence (videos and photos)
Summary of communication with the breeder (screenshots of messages, etc.)
The support team will review the details and work toward resolution from a neutral standpoint. If complete evidence is provided, prompt action can be expected.
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Pre-Purchase Checks to Prevent Delivery Accidents
Most delivery accidents can be prevented through "simple precautions" before and at the time of delivery. Check the following points before making your purchase:
Check Breeder Shipping Record and Reviews
Check the seller's profile and past transaction reviews for feedback on packaging and shipping. Breeders with numerous comments like "careful packaging" or "arrived safely" are considered highly reliable.
Verify Seasonal/Weather-Appropriate Packaging
Check the listing description or use the question feature to verify seasonal temperature management—ice packs in summer, heat packs in winter. Especially during peak summer and winter, the stress on animals is significant, so it's important to choose a breeder with attentive practices.
Specify Delivery Date and Time
Redelivery due to absence and prolonged time in vehicles or storage creates significant stress for animals. Use the delivery date/time specification feature and complete your purchase for a date when you're certain to be home. If poor weather (typhoons, extreme heat, heavy snow) is forecasted, it's also effective to ask the breeder about delaying shipment.
Ask About Packaging Methods in Advance
You can ask the breeder directly about any concerns before purchasing. A breeder who readily answers specific questions like "How many ice packs are included?" or "Do you use styrofoam?" demonstrates experience handling live animals.
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Brichoku's Safety and Security Features
Brichoku is a platform designed with "safe trading of live animals" as the top priority.
Escrow payment ensures that the platform safely holds funds until the buyer confirms receipt. The system is designed to protect buyers from unfair disadvantages in case of disputes.
Transaction messaging records and preserves all communications, making evidence verification straightforward. The platform provides a secure environment where both breeders and buyers can trade with confidence.
Support team handles mediation and investigation of disputes. In addition to delivery accidents, they accept inquiries about all aspects of transactions.
Purchasing a live animal is an important event—welcoming a living creature into your home. By maintaining knowledge about potential risks and the habit of preserving evidence, you can respond calmly and appropriately even if problems occur. Brichoku is fully committed to supporting your safe and secure transactions.
