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TranshipingPolicy

Transhiping

What is Transhipping?

Transhipping is a shipping method used primarily in the international trade of live animals—especially ornamental fish—where a third-party handler (transhipper) helps facilitate the import process between seller and buyer. This ensures that legal, customs, and quarantine requirements are properly met.

How the Transhipping Process Works :
  1. Seller Ships to Transhipper
    The seller (e.g. in Indonesia) sends the fish to a transhipper located in the buyer’s country or a designated transit country.
  2. Transhipper Handles Import Processing
    The transhipper receives the fish and takes care of:
    • Customs clearance
    • Required quarantine checks
    • Legal documentation (CITES, health certificates, etc.)
  3. Buyer Pays Local Costs
    The buyer is responsible for:
    • Import taxes/duties
    • Domestic shipping cost from the transhipper's location to their home
      These costs are not included in the original purchase price.
  4. Final Delivery to Buyer
    After clearance, the transhipper ships the fish to the buyer’s address.

Policy

Shipping Terms & Conditions

  1. Shipping Availability Confirmation
    Shipping availability will be confirmed via email within 1 x 24 hours after the order is paid.

  2. Shipping Schedule & Tracking
    Orders will be shipped within 1–7 days after the confirmation email is sent. Once shipped, a QR code for tracking will be provided through the system.

  3. Unavailable Shipping Destination
    If no shipping option is available for the destination country, the customer will receive a 100% refund.

  4. DoA Guarantee (Death on Arrival)
    All shipments are covered by a DoA guarantee, which applies if the fish arrives dead upon delivery.

  5. DoA Claim Procedure
    To claim the DoA guarantee please fill this form : 
    https://moonaquarium.id/claim-guarantee

    Important: A video of the unboxing process must be submitted within 1 x 24 hours of receiving the package. Claims without an unboxing video will be void.

  6. DoA Guarantee Options
    Customers may choose between two options for a valid DoA claim :​
    • A full 100% refund
    • A replacement of the same fish with the next purchase

​​7. Transhipper-Based Shipping
​Our shipments are processed via a transhipper. Therefore, buyers are responsible for paying import duties ​and shipping costs from the transhipper’s address to their own address.

​8. Further Inquiries
​For further questions, feel free to contact us via email:
​customercare@moonaquarium.id