We offer a Dead-on-Arrival (DOA) Guarantee. If a shrimp or snail should die during transit, we will issue a refund for this. In case of a DOA, please open a support ticket above (or reply to your order or despatch confirmation email) within one hour of delivery and attach a picture of the casualty. We will issue a refund as soon as possible. Please be aware, that we cannot take responsibility for dead shrimp after they have been introduced to your tank.

If your snail should not have moved for a while after introduction to your aquarium, please see the following article before claiming a DOA: https://proshrimp.freshdesk.com/support/solutions/articles/44001064318-my-snails-have-not-moved-are-they-dead-