FREQUENTLY ASKED QUESTIONS
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Depending on the situation, you are most likely are protected under our Live Arrival Guarantee Policy.
1- Find out if you are eligible.Please note, under somes circumstances our Live Arrival Guarantee will be voided.
* Packages being left outside for extended periods of time.
* Packages is unable to deliver the first time.
* Packages lost due to thief.
* Livestock arrived healthy, but dies after being acclimated to your tanks.
2- Follow step by step to file a Dead On Arrival Claim.
* Take 3 clear pictures of livestocks next to our shipping labels.
* Send us those pics via ShrimpRack@gmail.com. Let us know what condition the
pacakge upon arrival. Please help us to have better understanding of the situation.
For example: Is the package damged? How was the weather like?
3- We will review your claims and let you know if the claim is approved.
For more details please visit our Live Arrival Guarantee Policy. We explains more in details why our Live Arrival Guarantee are voided.
Depending on when and what you order, your package will be shipped out accordingly to our shipping schedule. Once we ship out your package, confirmation of shipment with tracking number will be sent to your registered emails.
Monday - Live Animals/Plants and Hard Goods.
Tuesday - Live Animals/Plants and Hard Goods.
Wednesday -Hard Goods.
Thursday - Hard Goods Only.
Friday - Hard Goods Only.
Saturday -Live Animals/Plants and Hard Goods.
Sunday - No Shipping
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Live Animal/Plants orders place after Monday 10:00 pm PST, will not ship until Saturday morning same week.
Request of shipping Live Animals/Plants on other days of the week can be made, however, this will void our D.O.A. policy because there is a high chance that Live Animals/Plants will be hold at the post office ware house during Sunday.
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WE ARE ALSO HAVE RIGHT TO DELAY THE SHIPPING WHEN WE THINK THE WEATHER IS NOT OPTIMAL TO SHIP LIVE ANIMALS/PLANTS
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Due to the volume of packages that we ship out, occasionally, we will prepared the labels the day before your package is shipped. Until we drop off your pacakge at the carrier facilities the next day, your tracking will show "invalid". Please allow us some time to prepare your orders carefully.
On very rare occasion, the carrier would missed-scan your pacakge. When this happened, your order will still be on their way. Tracking will be updated once the pacakge get scanned at the next facility within 1-2 days.
If the tracking still show "invalid" for the next 2-3days, please contact us.We will try our best to help you to locate your pacakge. Eventhough, we try our best to limit lost but unforunately,