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 live-arrival condition after the bag is opened and receiving-tank variables are introduced.
Takes about a minute. Order number, how many, and the photo. No account needed.
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. The sealed-bag photograph records the condition on arrival before handling and receiving-tank variables are introduced.
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 inside our house weather gate. We review the first shipment before repeating the same package and conditions.
What's not covered
- Deaths first observed after the bag is opened are outside this live-arrival guarantee. Timing alone does not identify transport, transfer, receiving-water, latent-health or other causes. Please still report them so we can compare the order with our source and shipment records.
- 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.
The gate is a conservative operating rule pending package validation. Outdoor weather does not measure the temperature inside a box or bag.
Questions
Email doa@moltandmoss.com.