Please read this policy before placing an order, especially when purchasing live Caridina shrimp.
Because live shrimp cannot be returned safely or resold after shipment, live shrimp are not eligible for ordinary change-of-mind returns.
If an eligible shipment arrives with shrimp that are deceased on arrival, JZShrimps may provide a replacement, store credit, or another resolution at our discretion, subject to the requirements of this policy.
DOA coverage is not automatically included with every shipping method. The shipping option selected at checkout will indicate whether live-arrival coverage applies.
For the purposes of this policy, DOA means a shrimp that is confirmed deceased immediately upon arrival and before the shipping bag has been opened. A shrimp that is weak, stressed, motionless, discoloured, or otherwise appears unhealthy is not automatically considered DOA. JZShrimps may request additional information or evidence before approving a claim.
A continuous unboxing video is mandatory for every DOA claim. Photos alone are not sufficient to establish a DOA claim.
Do not pause, cut, splice, edit, filter, or otherwise alter the unboxing video. If the video begins after the box has already been opened, or if the affected shipping bag has already been opened before the shrimp are documented, JZShrimps may reject the DOA claim because the original shipping condition can no longer be independently verified.
AI-generated, altered, enhanced, manipulated, or otherwise misleading photographs or videos will not be accepted as evidence. JZShrimps may request the original unedited video file or additional evidence where necessary to verify a claim.
JZShrimps may also use the shipping label, tracking information, delivery records, packaging condition, video evidence, order records, and other relevant information when determining whether a claim is valid.
For a DOA claim, contact JZShrimps as soon as possible after the first delivery attempt and no later than 2 hours after the first delivery attempt.
Claims submitted after the deadline may be denied unless JZShrimps determines that an exception is appropriate.
Once the required evidence has been recorded, customers should follow the acclimation and handling instructions provided by JZShrimps. DOA coverage applies to shrimp confirmed deceased upon arrival; it does not guarantee survival after the package has been opened.
JZShrimps is not responsible under the DOA policy for losses caused or contributed to by improper acclimation, unsuitable aquarium conditions, incompatible tank conditions, mishandling, delayed acclimation, or other conditions occurring after the original shipping bags have been opened.
Customers should not discard the affected shrimp, shipping bags, packaging, or other relevant evidence until JZShrimps has reviewed the claim and advised otherwise.
For an approved DOA claim, JZShrimps may offer a replacement, store credit, or another resolution for the eligible livestock affected by the DOA. Replacement availability depends on current stock.
If a replacement shipment is requested, the customer may be responsible for the applicable reshipping cost unless JZShrimps agrees otherwise.
Refunds to the original payment method are not guaranteed for DOA claims; the available resolution will depend on the circumstances of the claim and applicable law.
JZShrimps may limit a resolution to the shrimp that are reasonably established as deceased on arrival. Claims involving unclear, incomplete, inconsistent, altered, or insufficient evidence may be denied.
Live-arrival coverage depends on the shipping service selected and the conditions communicated at checkout. The customer is responsible for selecting an appropriate shipping option and providing an accurate and complete delivery address.
Customers should monitor tracking and be available for the first delivery attempt. If the customer requests or causes a hold, reroute, address change, delivery-date change, pickup-point diversion, missed delivery, or another courier modification after shipment, live-arrival coverage may be voided where the modification contributes to a delay or delivery problem.
JZShrimps is not responsible for delays caused by incorrect addresses, unavailable recipients, missed delivery attempts, courier delays outside JZShrimps' control, or customer-requested delivery changes, except where applicable law provides otherwise.
JZShrimps may delay shipment when weather conditions create an unreasonable risk to live livestock. If a customer specifically requests shipment despite a weather-related shipping recommendation or warning, live-arrival coverage may be unavailable for that shipment.
Weather decisions may take into account the destination, origin, carrier service, packaging requirements, forecast, and current conditions.
Customers are responsible for providing a secure delivery location and being available for delivery when required. JZShrimps is not responsible for packages that are lost or stolen after the carrier records the package as delivered to the supplied address, except where applicable law provides otherwise.
If a package is delayed, lost, damaged, or otherwise affected while in transit, customers should contact JZShrimps promptly so that the shipment can be reviewed with the carrier where appropriate.
For dry goods and other non-live products, return eligibility will be stated on the applicable product page or order terms. Unless otherwise stated, returned products must be unused, unopened, and in their original saleable condition.
Customers should contact JZShrimps before sending any product back. Unauthorized returns may not be accepted.
Cancellation requests should be made as soon as possible. Once an order has been processed, packed, or shipped, cancellation may no longer be possible.
Any cancellation, refund, or restocking charge will be communicated before the applicable transaction is finalized where required.
Orders designated for local pickup must be collected according to the pickup instructions provided by JZShrimps. Customers should inspect live livestock at pickup and raise any immediate concerns before leaving.
For local pickup, any live-arrival issue must be reported before the customer leaves the pickup location unless JZShrimps agrees otherwise.
This policy sets out the conditions for JZShrimps' voluntary Live Arrival / DOA coverage. It does not waive, limit, or replace any rights or remedies that cannot legally be excluded or limited under applicable law. If a provision of this policy is found to be unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
JZShrimps reserves the right to review each claim based on the available evidence and the circumstances of the shipment. Nothing in this policy requires JZShrimps to provide a resolution where the requirements for voluntary DOA coverage have not been met, subject always to any rights the customer has under applicable law.
For shipping questions, DOA claims, or return requests, contact us before taking action with the shipment or sending a product back.