Live Arrival Guarantee

What the guarantee covers

If any animals in your order arrive dead on arrival (DOA), we will offer a replacement or refund at our discretion. The guarantee covers all live livestock — shrimp and snails.

We take every measure to ensure animals arrive safely: insulated packaging, oxygen-infused bags, temperature regulation, and next-day courier. DOA cases are rare, but we back every order we ship.

How to make a claim

The process is straightforward:

1. 1Open your parcel as soon as it arrives and check all animals.
2. 2Photograph any DOA animals clearly in the unopened bag, or immediately after opening. The photo must show the animal and the bag together.
3. 3Email us at info@somersetshrimpshack.uk within 2 hours of delivery with your order number and photos.
4. 4We'll review and respond, usually same day.

Conditions

To be eligible for the guarantee:

• You must contact us within 2 hours of delivery.
• Photos must be provided showing the DOA animals clearly.
• Delivery must have been accepted on the first attempt. Animals left in a safe place, with a neighbour, or at a collection point overnight are not covered.
• The guarantee does not apply if you provided an incorrect delivery address.
• We can't cover losses caused by incorrect acclimation or unsuitable tank conditions after arrival.

Replacements vs refunds

We'll always try to send a replacement first if the species is available. If we can't replace promptly, we'll issue a full or partial refund depending on how many animals were affected. We'll always discuss the best option with you.

Extreme weather

During periods of extreme heat (above 30°C+) or prolonged freezing weather, we may temporarily pause livestock dispatches. We'll contact you if this affects your order and offer the option to delay or cancel. We'd rather delay than risk the animals.