Terms & Conditions
DOA-Dead on arrival - Our policy
All live shrimp are shipped using Royal Mail Special Delivery Guaranteed by 1pm. We guarantee that all shrimp will arrive alive. If any shrimp arrive dead on arrival (DOA), you must:
• Contact us within 1 hour of the delivery time shown by Royal Mail.
• Provide clear photographs and/or video of the unopened bag.
• Provide clear photographs and/or video of the deceased shrimp.
Failure to provide evidence within 1 hour of delivery will void the Live Arrival Guarantee.
The Live Arrival Guarantee only covers shrimp that are dead on arrival. Once shrimp have been removed from their shipping bags, acclimated, or introduced into an aquarium, responsibility transfers to the customer.
Refunds or replacements will be issued at our discretion. Shipping costs are non-refundable.
Ordering Policy
Live shrimp are shipped via Royal Mail Special Delivery Guaranteed by 1pm.
Aquatic plants are shipped via Royal Mail Tracked 48.
Dry goods, accessories and non-live items may be shipped using Royal Mail Tracked 24, Tracked 48, or another suitable courier service.
Orders are normally dispatched Monday–Thursday to avoid livestock remaining in transit over weekends.
We reserve the right to delay dispatch due to adverse weather conditions, postal disruptions, heatwaves, cold snaps, or any circumstance that may compromise livestock welfare.
-Customer Responsibilities-
It is the customer's responsibility to:
• Provide a complete and accurate delivery address.
• Ensure someone is available to receive the parcel.
• Acclimate livestock appropriately.
• Maintain suitable aquarium conditions.
The Live Arrival Guarantee is void if:
• An incorrect address is provided.
• Delivery is missed or refused.
• The parcel is redirected, rescheduled, or left in a designated safe place at the customer's request.
• Evidence is not provided within the required timeframe.
We are not responsible for losses occurring after delivery due to water quality, acclimation issues, unsuitable tank conditions, incompatible livestock, disease, equipment failure, or any factor outside our control.
-Sex Ratio Policy-
For shrimp orders of 10 shrimp or more, we will include at least one male and one female when possible.
As shrimp are live animals and sexing juveniles can be difficult, all sex-ratio guarantees are offered on a best-efforts basis and are not grounds for refunds or replacements.
-Returns & Cancellations-
Due to the nature of live animals, live shrimp cannot be returned.
Orders may be cancelled before dispatch. Once an order has been dispatched, it cannot be cancelled.
-General-
Shrimp are living animals and natural variation in colour, pattern, size and sex should be expected.
Product photographs are representative examples and may not depict the exact shrimp received.
Customers must be 18 years of age or older to place an order, or have permission from a parent or legal guardian.
We reserve the right to refuse or cancel any order where we believe fulfilment may compromise animal welfare or where these Terms & Conditions have not been met.
By placing an order, you agree to these Terms & Conditions.