Live Arrival Guarantee Policy

At UK Shrimp, we take great care in ensuring that all our live Neocaridina shrimp arrive in healthy condition. However, in the rare event of Dead on Arrival (DOA), please follow these steps:

1. Take clear photos of the shrimp in the unopened bag immediately upon receiving the parcel.

2. Email the photos to colin@boyddigital.co.uk within 1 hour of delivery to make a claim.

3. Once we receive the required evidence, we will refund or credit you for the cost of the lost shrimp only. Shipping and packaging costs are non-refundable. If you prefer a replacement, you will be responsible for covering the shipping cost.

4. Claims will be void if the package has been left outside for an extended period, especially in extreme temperatures. Please ensure someone is available to accept the delivery.

5. The shipment must be sent to the correct delivery address. If the package is forwarded to another address or delayed in transit due to incorrect details, the Live Arrival Guarantee will be void. However, if the courier redirects your shipment in error, we will cover this mistake.

6. If your package is held at a Royal Mail or courier collection point, you must collect it within 1 day of its arrival. Failure to do so will void the Live Arrival Guarantee.

If you have any questions, feel free to contact us at colin@boyddigital.co.uk.