Shrimp Dead on Arrival (DOA) Policy
Purpose:
This policy ensures that customers receive healthy and live shrimp upon delivery. It outlines the steps for reporting dead shrimp and how refunds or replacements are handled.
Policy Statement:
- Customers must report any dead shrimp within 2 hours of delivery.
- Reports must include clear photos of the shrimp in their original packaging, showing the condition and the time of delivery.
- Once the issue is verified:
- A refund will be issued for the cost of the dead shrimp, OR
- A replacement shipment will be arranged with free shipping.
Exclusions:
- This policy does not apply if the shrimp have been removed from their original packaging or if the report is made after the 2-hour window.
- Shipping delays caused by third-party carriers may not qualify for a full refund or replacement unless otherwise agreed upon.
How to Report:
- Email our customer service team within 2 hours of delivery.
- Include the following details:
- Order number
- Photos of the dead shrimp in their packaging
- Time of delivery
- We will respond within 24 hours to verify the claim and arrange for either a refund or replacement.