Live Arrival Guarantee Policy

At UK Shrimp, we work with trusted UK-based hobbyist breeders who take great care in packing and shipping their livestock. While shipping live animals does come with some risk, many of our sellers offer a Live Arrival Guarantee (LAG) to ensure peace of mind when you place an order.

What is Covered?

The Live Arrival Guarantee covers live freshwater shrimp and snails that arrive dead on arrival (DOA).

If your order qualifies, the seller may offer a refund, replacement, or store credit, depending on their individual policy and stock availability.

Conditions of Guarantee

To be eligible for the Live Arrival Guarantee, all of the following conditions must be met:

1. Someone must be present to accept delivery on the first attempt.
   Missed deliveries or packages left in unsafe conditions (e.g. outside in hot or cold weather) may void the guarantee.
   
   

2. You must notify the seller within 2 hours of delivery.
   Use the messaging feature on your UK Shrimp account to contact the seller.
   
   

3. Clear, timestamped photos of the DOA shrimp in the original, unopened bag must be provided.
   Photos must clearly show the shrimp and condition of the bag.
   
   

4. Shipping address and contact details must be accurate at the time of ordering.
   
   

What’s Not Covered

• Live arrival claims made after the 2-hour window
  
  

• Shipments delayed due to incorrect addresses or missed deliveries
  
  

• Deaths after arrival (e.g. due to tank conditions or acclimation issues)
  
  

• Improper handling after delivery (e.g. left in extreme heat or cold)
  
  

• Opened bags or tampered packaging
  
  

What to Do if There’s an Issue

1. Take clear, timestamped photos of the DOA shrimp in the sealed bag.
   
   

2. Contact the seller within 2 hours of the delivery time.
   
   

3. Wait for the seller to review your claim. They’ll confirm whether the Live Arrival Guarantee applies and offer a resolution if eligible.
   
   

Final Notes

The Live Arrival Guarantee is offered by individual sellers on UK Shrimp and may vary slightly between shops. Please review the seller’s profile or contact them directly if you have any questions prior to ordering.

If you're unsure whether a listing includes a Live Arrival Guarantee, don't hesitate to reach out via our Contact Page.