MUST SELECT UPS NEXT DAY AIR OUT CHECKOUT OR DOA POLICY IS VOID FOR ALL FISH ON SITE. SHRIMP ARE FINE BUT ANY ORDER CONTAINING FISH MUST SELECT NEXT DAY AIR FOR WARRANTY. 

 

To ensure a unique and customer-friendly Dead On Arrival (DOA) policy, please refer to the following guidelines:

1. In the unlikely event of Dead On Arrival (DOA) or missing shrimp, we kindly request you to capture clear photographs of the affected invertebrate(s) and/or fish while they are still in the unopened bag. 

2. Next we request you lay out all DOA animals on top of a piece of paper towel so we can clearly count and verify that they are certainly dead.                                                                                                                                                                                        
3. When filling out our DOA FORM we will need both pictures to be crystal clear so we can process your claim as fast as possible.                                                                          

4. Within six hours of the initial delivery attempt or pick-up, please FILL OUT OUR DOA FORM LOCATED UNDER THE "INFO" TAB OF OUR MAIN MENU or click this link https://shrimpupaquatics.com/pages/doa-form

5. Upon verification of the DOA condition, we will offer two options:  

   Refund: You will receive a refund or a Gift Card for the cost of the lost invertebrate(s) or fish only (assuming you purchased NEXT DAY AIR shipping at checkout). Assuming you ordered shrimp and got the free shipping option 11$ will be subtracted from your total order amount initially before refunding you on a per shrimp basis.

   Replacement: If you prefer a replacement instead of a refund, we will resend the replacement livestock at no additional cost to you.

6. Claims arising from packages left outside for extended periods of time in extreme temperatures will not be eligible for our DOA policy.

7. It is essential that the shipment is delivered to the correct address provided during the order placement. Forwarding the package to another address, unless it is delivered on the same day, will result in additional transit time and void our Live Arrival Guarantee. However, if UPS or USPS forwards your shipment in error, we will cover such mistakes.

8. For packages held at the post office or a UPS location, it is the customer's responsibility to pick them up or reschedule a redelivery within one day of the initial delivery attempt. This condition applies to cases where the customer chooses to hold the package and cases where USPS or UPS decides to hold the package at their discretion in order to maintain the validity of our Live Arrival Guarantee.

We value your satisfaction and strive to provide the best possible service. If you have any further questions or concerns, please don't hesitate to contact us.