Live arrival guarantee
We guarantee your shrimp arrive alive. If they don't, we make it right.
What we need from you
Photograph the unopened bag within 2 hours of delivery.
The photo must show the sealed bag with the shrimp still inside. We can't verify a claim after the bag is opened, because we can't tell shipping loss from acclimation loss.
The 2-hour window
Carrier tracking tells us when your package was delivered, and the window runs from that timestamp. We know it's tight. It's short because shrimp that died in transit look different from shrimp that died an hour after being moved into a tank, and that difference disappears quickly.
If you were away at delivery, tell us in the claim. We read every one, and a reasonable explanation is a reasonable explanation.
How we resolve it
- 1-2 shrimp: we include 1-2 extras in every order for exactly this reason. If losses exceed the extras, we cover the difference.
- Under half the order: refund or replacement, your choice.
- Over half: full refund or full replacement, including shipping.
Replacements ship on the next valid ship day in acceptable weather. We won't send replacements into the same conditions that killed the first batch.
What's not covered
- Deaths after acclimation. Once shrimp are in your tank the variables are yours. That is why we publish our exact parameters on every listing and print them on a card in the box.
- Orders where you declined a recommended heat or cool pack.
- Orders held for weather that you asked us to ship anyway.
- Packages left outside. We can't control your porch, but we'll always work with you on redelivery or a hold at the facility.
- Carrier delays beyond 4 days in transit. We'll help you file a carrier claim, and we'll usually meet you partway anyway.
Weather holds
We ship Monday-Wednesday only, and hold orders when the forecast at either end goes below 35°F or above 90°F.
If your order is held we'll email you the same day with the reason and the expected ship date. You're never charged extra for a hold, and you can cancel a held order for a full refund at any time.
Holding is not us being cautious at your expense. A held order arrives late; a shipped one in bad weather arrives dead.
Questions
Email doa@moltandmoss.com.