At OATS Aquatics, LLC, we take great care in packaging and shipping our freshwater shrimp to ensure they arrive alive and healthy. However, we understand that despite our best efforts, some shrimp may arrive Dead on Arrival (DoA). To provide our customers with peace of mind, we offer a clear DoA policy for all freshwater shrimp purchases.
DoA Definition:
A shrimp is considered Dead on Arrival (DoA) if it arrives deceased and is reported within 2 hours of receiving the package.
What to Do if You Receive a DoA Shrimp:
- Immediate Notification: Contact us at support@oatsaquatics.com within 2 hours of the post delivery time. Be sure to include your order number and clear photos of the shrimp in the unopened shipping bag.
- Review Process: Once we have reviewed your claim, we will determine if it meets the DoA criteria.
- Replacement or Refund: If your claim is valid, we will either issue a replacement (based on stock availability) or provide a refund for the deceased shrimp. Shipping costs for replacement shrimp are typically not covered. It would be better to choose a credit for your next purchase.
Important Notes:
- Claims made after 2 hours of delivery will not be eligible for our DoA policy.
- The shrimp must be photographed in the unopened bag for the claim to be valid.
- We do not cover losses due to improper acclimation, water parameters, or mishandling after the bag is opened. Please review the water parameters designated for your type of shrimp (caridina/neocaridina).
Exclusions:
- Claims outside the 2-hour window.
- Shrimp that died due to improper acclimation or poor water quality after the package is opened.
We are dedicated to ensuring the health and well-being of the shrimp we ship. Please reach out with any questions or concerns about your order!