🤝 Our Refund Promise

At ShrimpORtwo, we take great care when packing and shipping live freshwater shrimp. Every order is handled with shrimp safety in mind, but because live animals are being shipped, refunds must follow specific conditions.

Our refund policy is here to explain when refunds may be approved, what is not refundable, and how DOA-related claims are handled. This helps keep the process fair for customers while also protecting the health and safety of the shrimp.

Before placing an order, please review this policy along with our Shipping Policy and Live Arrival Guarantee & DOA Policy so you know what to expect before your shrimp arrive.

View Shipping PolicyView Live Arrival Guarantee & DOA Policy

📋 Quick Refund Checklist

Refunds for live shrimp orders are handled carefully because we are shipping live animals. Use this quick checklist to understand the most important refund requirements before placing an order.

  • 🦐 DOA Claims Only

    Refunds are generally only considered for approved DOA claims where shrimp arrive deceased and the claim meets our policy requirements.

  • ⏱️ Submit Within 2 Hours

    Clear photos or video must be submitted within 2 hours of the first delivery attempt for DOA-related refund review.

  • 📦 Keep Original Packaging

    Photos or video should show the shrimp inside the original unopened shipping bag, along with the shipping water and packaging.

  • ⚠️ Shipping Is Non-Refundable

    Shipping costs are not refundable because they are paid for carrier service, packing supplies, insulation, and live-animal shipping preparation.

💳 When Refunds May Be Approved

Because we ship live freshwater shrimp, refunds are only considered under specific conditions. Refunds are not automatic and must be reviewed and approved based on the details of the order, delivery, and claim documentation.

  • ✅ Confirmed DOA Shrimp

    Refunds may be considered when shrimp are confirmed Dead on Arrival and the claim meets our Live Arrival Guarantee requirements.

  • 📋 Policy Requirements Met

    The order must meet the reporting, documentation, shipping, and delivery requirements listed in our DOA and Shipping policies.

  • 🦐 No Replacement Available

    A refund may be considered if replacement shrimp are unavailable and store credit is declined or not the best option for the situation.

🦐 DOA-Related Refunds

If shrimp arrive deceased inside the unopened shipping bag, the order may qualify for a DOA-related refund review. To keep the process fair, all DOA claims must follow our Live Arrival Guarantee requirements.

View DOA-Policy

📷 Photo or Video Proof Required

Clear photos or a short video must be submitted within 2 hours of the first delivery attempt. The shrimp must be shown inside the original unopened shipping bag before acclimation begins.

👀 Shipping Water & Packaging Must Be Visible

Photos or video should clearly show the original shipping water, unopened bag, shipping label, and packaging. This helps us verify the order and review the claim accurately.

💵 Approved Refunds Cover Shrimp Only

Approved DOA-related refunds apply only to the cost of the covered shrimp. Shipping costs are non-refundable because they are paid for carrier service, packing supplies, insulation, and live-animal shipping preparation.

🤗 Other Resolution Options May Be Offered

Depending on the situation, approved DOA claims may also be resolved with store credit or replacement shrimp when available and when conditions are safe for live shipping.

❌ What Is Not Refundable

Because live shrimp are sensitive animals, refunds cannot be offered for issues outside of approved DOA coverage. The situations below are not eligible for refunds.

  • 🚚 Carrier Delays

    Delays caused by the carrier after the package has been accepted for shipment are not refundable.

  • 💧 Acclimation or Tank Issues

    Losses related to acclimation, tank conditions, unstable water parameters, or parameter mismatch are not refundable.

  • ⏱️ Missed Claim Window

    Losses reported after the 2-hour DOA claim window are not eligible for refund review.

  • 📍 Incorrect Address

    Orders shipped to an incorrect address provided by the customer are not refundable.

  • 📦 Delivered or Missed Packages

    Orders marked delivered by the carrier, missed delivery attempts, or packages left outside too long are not refundable.

  • ❌ Buyer’s Remorse

    Accidental orders, order changes after shipment, or buyer’s remorse are not refundable once the order has shipped.

⚠️

"Refunds are reviewed case by case, but approved refunds will never exceed the original purchase price of the covered shrimp."

Live shrimp shipping box with carrier label

🚚 Shipping & Carrier Responsibility

Once an order has been shipped and accepted by the carrier, transit time, package handling, scans, and delivery updates are managed by the carrier.

While we carefully choose shipping days, monitor weather, and pack live shrimp with care, delays caused by the carrier are outside of our control and do not qualify for refunds. Missed delivery attempts, packages left outside after delivery, or packages held at a carrier facility without prompt pickup may also void refund eligibility.

We strongly recommend being available on delivery day and bringing your package inside as soon as possible once it arrives.

View Shipping Policy

💵 Refund Method & Timing

Approved refunds are processed carefully after a claim has been reviewed. The refund method, timing, and amount depend on the approved resolution and the original order details.

  • 💳 Original Payment Method

    Approved refunds may be issued back to the original payment method used at checkout.

  • 🎁 Store Credit Option

    In some cases, store credit may be offered as a resolution and can be used toward a future ShrimpORtwo order.

  • ⏳ Processing Time

    Refund processing may take 5–10 business days depending on the payment provider.

⚠️

"Approved refunds will never exceed the original purchase price of the covered shrimp. Shipping costs are not refundable."

📋 Policy Agreement

Please review this final agreement before placing an order for live shrimp.

Refund Policy Agreement

By placing an order with ShrimpORtwo, you acknowledge and agree to this Refund Policy.

Related Policies

This Refund Policy works together with our Shipping Policy and Live Arrival Guarantee & DOA Policy. These policies explain how live shrimp orders are packed, shipped, reviewed, and resolved if an issue occurs.

Why This Policy Matters

Our policies are designed to protect both the customer and the health of the animals. Because live shrimp are sensitive during shipping and acclimation, clear refund requirements help us handle issues fairly and responsibly.

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