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.
• Exception: For temperatures over 75°F (24°C), I only guarantee DOA coverage for overnight shipped shrimp. Priority and express shipping is not covered in these conditions.
• 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 photos or video evidence of the dead shrimp in their unopened original bag.
• The photos/video must be taken within 1 hour of delivery.
• The photos/video must show the shipping label and postmark date.

3. Video Requirements:

• Start the video before opening the bag.
• Show the unopened bag 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, I 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, I 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.
• I reserve the right to deny claims that do not follow this procedure or appear suspicious.