Satisfaction Guaranteed

Golden Ina strives for your satisfaction. In our stations, we meticulously select only the best fishes, corals or invertebrates, place them in our tanks for a few days, and when orders come, we screen the healthy stock for shipping. Before the box is sealed for departure, we do final inspection on each box to ensure the container and the live stock inside are in excellent conditions. Thus costumer gets the best from Golden Ina, Inc. All customers must follow an acclimation process when receiving shipment from us. The process will help the fish to adjust to your current in your system.

Shipment

We carefully package all shipments so the live stock can withstand long trip hours while considering also the shipping cost. All shipments leave our station in perfect condition and they are received by the carriers in the same condition. If you receive the boxes in less than acceptable condition, such as miss-shaped boxes, torn boxes, etc. a damage / loss report must be filed with the carrier at the time of pickup. The same applies for delayed shipment. The shipment from Golden Ina, Inc. should not be refused for any reason.

Death on Arrival (DOA’s)

We regularly check the DOA with our customer and we gladly report that since we started on 1991 that there is less than 5% DOA per shipment due to our strict selection process. We ask customer to absorb the first 5% of DOA losses.

Please read carefully:
- DOA above 5% or other issues should be reported within 24 hrs with picture attachment.
For example: If DOA is 8%, the customer takes the 5% DOA and we will credit the other 3% DOA.
- DOA report must include photo documentation in order for us to apply credit on the next invoice.
- Shipment must be pick up right after the shipment is ready to receive DOA claims.
- DOA for non direct or connecting flights are not covered.
- DOA causes by delayed flight or negligence / mishandling by the carrier, should be directed to the carrier.
- DOA reported after 24 hrs or without picture attachment will not be processed.
- Freight rates and other costs will not be refunded.

Filing a Claim with Airlines

If you received damaged, leaking or overturn boxes, please do the following before leaving the airline premises:
1. Let the airline representative know about the damage.
2. Ask for a claim form and fill them out noting the damages to the box, corals and any other issue you want to report.
3. Take a picture of the damage and if possible include the AWB sticker when you are taking the picture.
4. Ask the representative to sign and handwrite that they have inspected the damaged on the form itself.
5. Ask for a copy of the claim form for your record.

If you did not file a claim at the time you receive the boxes, the airlines will not honor any damaged report after you take your boxes.

Fill Rate

We update our availability list weekly and we present the list to all our customers as well as upload it to our web site every Monday. Therefore in the event that the fish quantity is less than the total quantity ordered, we will share the fishes among the customer proportionally. Note that this is the normal practice across the business.
Sometimes we do feel necessary to substitute with similar items in order to make a full box or to make weight.

Term of Payments

Golden Ina, Inc. requires prepayment, i.e., bank transfer or deposit to our account before the order can be processed for direct shipment or if we feel necessary and will apply to anyone without reason.

We will give a sales estimate of the amount ordered and let the customer know beforehand the amount to be deposited.

• Due to time difference between USA and Indonesia, we usually require 3-5 business days transfer to our account before the shipment date.
  
  
• Golden Ina, Inc. accepts major credit card such as Visa, Master card, Discover and American Express for all others.

Other Issues

Golden Ina, Inc. reserves the right to refuse future shipment to any customer for any reasons.
Prices and availability are subject to change without notice.



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