Delivery & Live Arrival Guarantee (DOA)
We ship with care so your shrimp and snails arrive healthy and stress-free. Here’s how delivery works, how we pack, our Live Arrival Guarantee, and how to make a DOA claim.
Delivery Information
- Courier: Royal Mail Special Delivery by 1pm (safest for live aquatic livestock).
- Dispatch days: Monday–Thursday only (avoid weekend delays).
- Cut-off: Orders after 12 noon may roll to the next dispatch day.
- Transit time: Next working day by 1pm from dispatch.
Please ensure someone is available for the first delivery attempt. Missed first attempts aren’t covered.
How We Pack
We use proven industry methods to minimise stress and keep parameters stable in transit.
Live Arrival Guarantee (DOA)
If any shrimp or snails arrive Dead on Arrival, follow these steps:
- Email contact@shrimpz.co.uk within 2 hours of the recorded delivery time.
- Attach clear photos:
- In the sealed bag
- Out of the bag on white tissue/paper
- Box/packaging if damaged
- Include your order number.
Resolution
We’ll refund or replace (stock permitting). Coverage is for livestock value only; shipping is non-refundable.
Important Exclusions
- Missed first delivery attempt or delayed collection
- No contact within the 2-hour window
- Incomplete/unclear photos
- Deaths after acclimation / tank issues
- Unsuitable parameters, copper exposure, aggressive tank mates
- Extreme weather or courier delays outside our control
We always aim to be fair and will advise case-by-case where needed.
Acclimation Reminder
- Use a drip-acclimation method for 1–2 hours.
- Do not float breather bags in the tank.
- Dim lights and minimise disturbance during introduction.
Frequently Asked Questions
FAQ What if I miss the delivery?
The guarantee applies to the first delivery attempt only. Please ensure someone can accept the parcel at the address.
FAQ How do I know my shrimp will arrive safely?
We dispatch Monday–Thursday via Royal Mail Special Delivery by 1pm with insulated, oxygenated packaging and seasonal adjustments.
FAQ Can I delay dispatch?
Yes — email us after ordering to request a later dispatch date and we’ll accommodate where possible.
FAQ What if my water parameters are different?
See our Care Guides for recommended ranges. Always drip-acclimate slowly to reduce stress.