100% Live Arrival Guarantee

100% Live Arrival Guarantee


At iShiaMi Aquatic, we offer a 100% Live Arrival Guarantee for all shrimp orders.

This means:

1. All orders of live animals arrive healthy and alive.
2. And additional risk compensation is provided.
   
   

Risk compensation : additional livestock provided to prevent DOA risks

We take great care in breeding and shipping our shrimp. We are dedicated to ensuring shrimp not only survives the journey but also arrives in the same pristine condition as when it left our tanks. Please Click here for our Shipping Policy.

Although it's rare that shrimp will arrive DOA, it does occur due to the process of shipping, extreme weather and the amount of stress it puts on the shrimp. Therefore, in order to prevent this risk, we offer 20% risk compensation. For example: you order 5 shrimps, we’ll send 5+ ”1” shrimps to you. The additional one is our risk compensation. If you receive 5 shrimps and 1 Dead on Arrival (DOA), it is covered by our guarantee. The DOA loss is our risk compensation, not loss of your order, so we will not accept a compensation claim. But if you receive less than 5 shrimps, unfortunately, please contact us according to the following process.

Conditions to Qualify for our Guarantee

• All claims must be submitted within 2 hours of shipment arrival time.
• Livestock claims are void if the customer misses the first delivery attempt or provides an incorrect address.
• Any extras (risk compensation) that are sent are not covered under the guarantee.
  
  

 Submit your claim

If you do have the DOA or receive the wrong item, please follow these steps：

1. Email service@ishiami.com within 2 hours of shipment arrival time. Please indicate the type of problem and order number in the title, for example: DOA Order#111.
2. Please provide your order details, including the order number, purchase date, and a brief explanation, for example: how much livestock and DOA are in your package.
3. Attach to the email a clear picture of the DOA/wrong item in the original unopened shipping bag next to your packing slip. Please provide a second photograph of the dead livestock on top of the styrofoam box top for easy counting purposes.
4. If an item is missing from the shipment, please inform us of the missing item along with a clear picture of the accompanying packing list and any items you received with labels.

Receive your claim

• Please allow our customer service team time to assess your email claim and they will get back with you as soon as possible. (Please note that our customer service hours on weekends, or holidays is limited)
• If your claim is accepted, we will provide an appropriate replacement,refund or store credit for the item's exact cost, depending on your preference and the circumstances. Please Click here for our Return Policy.