Return and Exchange Policy

We take the loss, so our customer doesn't have to.

Every package bought from us is covered under our Live Guarantee Arrival Policy.

In the event of any animal dead on arrival, please follow these steps to submit your claim:

  • Take 3 clear pics of a dead animal in the unopened bag next to the shipping label.
  • Send us a message with clear descriptions of what happened to the package to help us diagnose the problem.
  • Allow us up to 24 hrs. to process the claim.
  • Once the claim is approved, a refund will be sent to you based on the number of fishes

    • Please note, in some circumstances, our DOA policy will be voided:

  • If the package is unsuccessful delivery on the 1st attempt ( We will ship to the address you provided on file.)
  • The package is left outside for an extended period of time during extreme weather. (Once shipped, a tracking number will be provided, it's your responsibility to take them inside as soon as they are delivered. If the package is left outside more than 3 hrs. from the time of delivery, DOA will be voided.
  • The package is lost due to a package thief (If this happens, please contact your local USPS to file a claim)
  • Once the shrimp are released into the tank, it's your responsibility to keep them alive because we do not know what your tank water parameters are. If there is any problem when they arrive, the customer needs to report it to us right away, not 3-4 days or a week after
  • We process case by case, let us know your thoughts to help us process the claims.