Live Arrival Guarantee Policy

At Chicago Neocaridina, we strive to ensure your cherry shrimp arrive healthy and vibrant. Whether you choose local pickup, delivery, or shipping, our Live Arrival Guarantee provides peace of mind. Please read the following terms carefully to understand how the policy applies.

For Local Pickups and Deliveries

• Inspect your cherry shrimp immediately upon receiving your order.
• We cannot be held liable for any issues once the order is out of our possession.

Live Arrival Guarantee for Shipped Orders

Our Live Arrival Guarantee covers cherry shrimp that arrive deceased (Dead On Arrival - DOA), provided the following steps are followed:

Claim Process

• Take Clear Photos

  • Capture clear, high-resolution photos of the shrimp in the unopened bag.

• Submit Your Claim

  • Email the photos, your order number, and a brief description of the issue to info@chicagoneocaridina.com.

• Timeframe for Claims

  • Claims must be submitted within 2 hours of the first delivery attempt or local pickup.

Compensation Options

If your claim is approved, you may choose one of the following:

1. Store Credit:

   • Equal to the purchase price of the DOA shrimp.

2. Replacement Order:

   • A new order can be shipped upon request. Additional shipping fees may apply for replacements.

3. Refund:

   • A refund for the purchase price of the DOA shrimp will be issued upon approval of the claim. Shipping fees are non-refundable.

Important Conditions for Live Arrival Guarantee

To ensure eligibility for the guarantee:

• Correct Delivery Address:

  • The package must be shipped to the correct delivery address.
  • If forwarded to another address, the package must be delivered the same day. Delays due to forwarding will void the guarantee.
  • If USPS forwards your shipment in error, we will still honor the guarantee.

• Packages Held at Post Office:

  • If the package is held at the post office, you must:
    • Pick it up within 24 hours of its arrival.
    • Reschedule redelivery within the same timeframe.

• Weather Conditions:

  • Claims will be void if packages are left outside for extended periods in extreme temperatures.
  • We strongly recommend selecting expedited shipping during severe weather.

Exclusions

The Live Arrival Guarantee will be void under the following circumstances:

• Failure to receive the package on the first delivery attempt.
• Packages left unattended after delivery.
• Delays caused by forwarding to a new address, except in cases of USPS error.
• Packages held at the post office for more than 24 hours.
• Shipments sent to P.O. boxes.

If you have any questions about our Live Arrival Guarantee, please contact us at info@chicagoneocaridina.com. Thank you for choosing Chicago Neocaridina—we’re here to ensure your cherry shrimp thrive!