Refund policy
Because we sell live animals, our refund policy is built around our Live Arrival Guarantee rather than standard product returns — live animals cannot be “returned” the way physical goods can.
Eligible for Refund or Replacement
- Animals that arrive dead on arrival (DOA), with photo/video proof submitted the same day as delivery, per our Shipping Policy.
Not Eligible for Refund
- Change of mind after an order has shipped.
- Losses due to buyer husbandry error after successful, healthy delivery (e.g., improper acclimation, water parameters, tank mates).
- Claims submitted without the required photo/video documentation.
- Claims submitted after the same-day window has passed.
DOA Buffer Stock To help protect against natural loss during shipping, we include extra shrimp/snails beyond your ordered quantity (typically 1–2 or more, depending on order size) at no additional cost. This buffer is not an additional gift — it exists specifically to offset expected DOA loss.
Because of this, our live arrival guarantee applies to your ordered quantity, not the total number shipped. If the number of live animals received upon arrival meets or exceeds your ordered quantity, no refund or replacement is owed, even if some loss occurred in transit. If the number of live animals received falls short of your ordered quantity (after accounting for the buffer), our standard DOA claim process applies (photo/video proof, submitted same-day) for the shortfall only.
How Refunds Are Issued Approved refunds will be issued to your original payment method, or as store credit / a replacement animal on the next available shipping date, at your choice where possible.
If you believe there’s an issue with your order, contact us at supercoolneoshrimp@gmail.com as soon as you notice it.