Live arrival guarantee
Every shrimp shop says it has one. Here is exactly what ours covers and what it does not, in plain words.
What we promise
Your shrimp arrive alive. If any do not, we credit or refund what you paid for those shrimp. The guarantee is about the trip. Nothing on this page takes away any right you have under the Australian Consumer Law.
What we need from you
- Open the box the day it arrives. As soon as you can, not that evening. The shrimp have already been in a bag for a day.
- If any shrimp are dead, take a photo before you open the bag. Do this before you let any shrimp out. One clear photo is enough. It is the only way to show they died on the way, not in your tank.
- Send us the photo within 12 hours of delivery. Email it to [email protected] with your order number, or use the form below.
What it does not cover
- Postage. We refund the shrimp, never the postage ($29.99, or $9.99 on a bigger box). Australia Post did their job either way.
- Parcels you did not collect the day they arrived.
- Parcels left at your door in the sun (a "safe drop") after we told you not to.
- Shrimp that die after you have let them into your tank. The guarantee is about the trip. Most of those deaths come from water outside the numbers on the water & care page, or from adding them too fast. You can read those numbers before you buy. They are not hidden in fine print here. Add your tank water to the bag slowly, over about an hour (this is called drip acclimating). A sudden change in water kills more shrimp than any courier does. If you are not sure your tank is ready, ask us first. We will tell you honestly, even when the answer is "not yet".
- Deliveries to an address in a state we have said we cannot post to.