Dead on Arrival (DOA) Guarantee

I strive to ensure all my shrimp arrive alive and healthy. In the rare event of receiving dead shrimp, please adhere to the following policy:

1. Coverage:

• DOA is covered for all shrimp shipped via overnight shipping methods. Priority and express shipping is not covered
• If delivery is missed on the first attempt, the DOA guarantee is voided.
• Eggs are not covered under the DOA guarantee.

2. Reporting Procedure:

• Any DOA must be reported within 2 hours of the delivery timestamp provided by the carrier.
• You must provide clear, well-lit video evidence of the dead shrimp in their unopened original bag.
• The video must be taken within 1 hour of delivery.
• The video must show the shipping label and postmark date.

3. Video Requirements:

• Start the video before opening the box.
• Show the unopened box with shipping label visible.
• Slowly open the bag and gently pour contents into a clean, white container.
• Provide a close-up of each shrimp, demonstrating lack of movement.
• The entire process must be filmed in one continuous video without cuts.
• The video must be taken within 1 hour of the delivery timestamp.

4. Replacement or Credit:

• Once your claim is verified, we will offer either a replacement of the livestock or a credit towards your next order.
• The replacement or credit will only cover the cost of the deceased livestock.
• Shipping costs are not refundable under any circumstances.
• No cash refunds will be provided.

5. Delivery Issues:

• If there are issues or delays with UPS, USPS, or other delivery services, we will offer either a 50% credit or livestock replacement.

6. Exceptions:

• This policy does not cover deaths due to improper acclimation or tank conditions after arrival.
• We reserve the right to deny claims that do not follow this procedure or appear suspicious.

7. Weather-Related Shipping Restrictions:

Moderate Temperatures (33°F-84°F) at origin or destination:

• Standard DOA policy applies for all approved shipping methods

High/Low Temperatures (85°F-94°F or 21°F-32°F) at origin or destination:

• DOA guarantee only applies to overnight shipping
• Package must be received directly from delivery person
• No DOA coverage if package is left unattended for any period
• Must be present for delivery - missed deliveries void DOA guarantee
• We strongly recommend adding cold/heat packs to shipment

Extreme Temperatures (Below 20°F or Above 95°F) at origin or destination:

• All DOA guarantees are voided regardless of shipping method
• We strongly recommend postponing shipments during these conditions
• Contact us to hold your order until temperatures moderate

Temperature Monitoring:

• Check both origin and destination weather forecasts
• Contact us if extreme temperatures are predicted along shipping route
• We reserve the right to delay shipments due to dangerous weather conditions
• Your livestock's survival is our top priority