Refund policy
Live animals can't be returned. Instead, shrimp are covered by our Live Arrival Guarantee below.
Live Arrival Guarantee
What you get for a dead-on-arrival (DOA) animal depends on the shipping you choose at checkout:
- UPS Next Day Air, Next Day Air Saver or Next Day Air Early: a cash refund for each DOA animal, or a free replacement on our next ship day if you prefer.
- UPS 2nd Day Air or 2nd Day Air A.M. (including free 2nd Day Air on orders of $200 or more): store credit for each DOA animal, or a free replacement on our next ship day if you prefer.
- Fewer than 5 of one shrimp grade (1 to 4): covered only when the order ships by one of the three UPS Next Day options. Shrimp of a grade with fewer than 5 in the order aren't covered by 2nd Day Air, even when the same order has 5 or more of another grade; 5 or more of one grade keep their 2nd Day Air coverage.
How to make a claim
Within 2 hours of carrier-confirmed delivery, film the unopened shipping bag as you open it, with the shrimp visible. The bag must still be sealed when filming begins: it's the only way we can tell a shipping loss from an acclimation loss. Email the video and your order number to support@mossandmolt.com.
Not covered
- Losses after the bag has been opened, or during or after acclimation.
- Packages held at a carrier facility because delivery was refused or nobody was available.
- Packages sent to an incorrect address entered at checkout.
- Live animals in a shipment that needed a heat or cold pack, when the pack was offered in your cart and not added.
Items from our partner stores
Items provided by our partner stores (AquascapeGuide and AquaticMotiv) follow that partner's own dead-on-arrival and returns policy, shown on the item's page and on our Policies page, including its time limit and what to send. Claims for partner items still come to us at support@mossandmolt.com.