At OATS Aquatics, we do everything possible to make sure your shrimp arrive happy, healthy, and ready to thrive in their new home. Each order is carefully packed with their safety in mind. But sometimes, despite our best efforts, a shrimp may not survive the journey. To give you peace of mind, we offer a simple and fair Live Arrival Guarantee.
What Counts as DoA
A shrimp is considered Dead on Arrival (DoA) if it arrives deceased and you notify us within 2 hours of the delivery time (as listed by the carrier)..
If You Receive a DoA Shrimp
- Contact Us Quickly – Please email us at support@oatsaquatics.com within 2 hours of delivery. Include your order number and clear photos of the shrimp in the unopened bag. Photos must be clear for viewing. Photos should have time info or email sent before our 2 hour requirement.
- We’ll Review Right Away – Once we receive your email, we’ll carefully review the details and get back to you as soon as possible.
- Replacement or Credit – If your claim is valid, we’ll be happy to offer a replacement (depending on stock availability) or a OATS credit toward your next order. (Please note: shipping costs for replacements are not covered.)
A Few Helpful Notes
- Claims must be made within 2 hours of delivery to qualify.
- Photos must show the shrimp in the unopened bag.
- Losses caused by acclimation, water parameter issues, or mishandling after opening the bag are not covered. (Tip: Check the recommended water parameters for your shrimp type—Caridina or Neocaridina—before acclimating.)
- We truly value our customers and want you to feel confident ordering from OATS Aquatics. If you ever have questions about shrimp care or acclimation, don’t hesitate to reach out—we’re here to help!