Alive when you open the box
Shrimp travel in insulated oxygen bags and stay covered until you open the box. Anything that doesn't survive the trip is on us, not on you.
Your shrimp arrive
alive.
The journey from our tanks to yours is our responsibility. Any shrimp that doesn't survive it, we replace β with shrimp, on your next order.
NationwideEffective August 2026
What we promise
Three things. There is no fourth one buried at the bottom of this page.
Replaced with shrimp, on your next order
We send the same line at the same grade with your next order. No cash refunds β you get real shrimp, not a discount code.
One claim per order
Each order is covered once. Replacement shrimp don't start a fresh claim of their own β otherwise the replacing would never end.
What counts as DOA
DOA (Dead On Arrival) means a shrimp was already dead when you first opened the box β still in the bag, still sealed with our knot. It is the one moment both of us can actually see, so that's where the cover ends.
Shrimp that die after you release them into your tank aren't covered. From that point the water, the temperature and the acclimation are yours β we can't see them and can't control them.
2 hoursfrom delivery, to film the unboxing and tell us
How to file a DOA claim
Four steps, usually settled the same day.
- 1
Film the unboxing
Start recording BEFORE you cut the tape and keep going in one take until the shrimp in the bag are clearly visible. We can't verify an edited clip or one that starts after the bag is open.
- 2
Message us within 2 hours
Send the video and your order number over Zalo or Messenger. After two hours, a shrimp that died in transit and one that died after release look exactly the same.
- 3
We confirm
We watch the video, count, and get back to you β usually the same day. There's no haggling: whatever the video shows is what we record.
- 4
Added to your next order
The recorded shrimp ship free with your next order, whenever you place it. The credit doesn't expire.
A worked example
The numbers here only illustrate the arithmetic.
- You order 10 Blue Bolt SS.
- You open the box and 2 are dead. You film it and message us within 2 hours.
- We watch the video and record 2 Blue Bolt SS.
- Your next order β next week or three months later β ships with 2 Blue Bolt SS added, free.
If that line is out of stock when you order again, we convert it to the equivalent value and take it straight off the order.
The guarantee doesn't apply when
Stated up front, so nobody has to argue about it later.
- Shrimp die after being released from the bag.
- There's no unboxing video, or the video is edited or starts after the bag was opened.
- The claim arrives more than 2 hours after delivery.
- Delivery is rescheduled, refused, or missed, leaving the box waiting at the courier.
- A wrong address or phone number delays the delivery.
- The shrimp changed hands before the box was opened.
- The shrimp were themselves a replacement for an earlier order.
Common questions
Why no cash refund?
Because we sell shrimp, not shipping insurance. Replacing in kind gets you the thing you actually wanted, and keeps the farm able to honour this guarantee on every order after yours. It's a deliberate choice, not a way of ducking out.
How long do I have to place the next order?
No deadline. The credit sits on your customer record until you use it.
What if the whole order arrives dead?
The same rule applies β we send the entire order again with your next one. It's rare, and we'll call you to go back over the packing and the shipping route.
They arrived alive but weak, then died days later?
Not covered. Still, message us with your water parameters β most of the time it's acclimation done too fast, and the advice is free.
Questions about the guarantee?
Ask before you order β it's always easier than asking afterwards.