Delivery & Returns | The Shrimp Hub

Shrimp Hub Policies

Delivery & Returns

Everything you need to know about how we ship, what happens if something goes wrong, and how to return or exchange an item.

UK Delivery

All shrimp orders are sent by Royal Mail Tracked 24. Orders placed before 12pm, Monday to Thursday, are dispatched the same day and normally arrive the next working day. Orders placed after 12pm Thursday, or on Friday to Sunday, are dispatched the following Monday — we don’t dispatch on Fridays, so shrimp never sit in a depot over the weekend.

During a cold snap or heatwave we may hold your order for a day or two and message you, rather than risk the journey.

If you require delivery on a specific date, please contact us within a few hours of placing your order to arrange this.

Important information

  • Postage costs are non-refundable once items have been shipped
  • You are responsible for providing the correct delivery address at checkout. We ship to the address shown on your invoice and cannot offer refunds for incorrect addresses

Returns & Refunds

Our returns policy covers 30 days from your purchase date. Unfortunately, we cannot process refunds or exchanges beyond this period.

What can be returned

To qualify for a return, items must be:

  • Unused and in original condition
  • In original packaging
  • Returned within 30 days of delivery

What cannot be returned

  • Live shrimp — see our Dead on Arrival policy for live shrimp issues
  • Items that are damaged, incomplete, or not in original condition due to customer use

We reserve the right to cancel and refund orders when necessary.

Dead on Arrival (DOA) Policy

Every order includes an extra 20% on top of your pack size (buy 10, receive 12). These extra shrimp are our DOA cover: they’re there to cover any losses in transit. If more shrimp arrive dead than the extras we’ve added, we’ll replace or refund the difference. To claim:

  • Photograph the whole bag against a plain background as soon as you open the box, before you open the bag or acclimatise anything
  • Email the photo and your order number to shrimphubuk@gmail.com within 2 hours of the parcel being delivered

Once shrimp have been transferred to your aquarium, we cannot accept responsibility for any losses. Whilst postage costs are non-refundable, we will send replacement shrimp with free postage wherever possible.

How Refunds Work

Once we receive and inspect your returned item, we’ll email you to confirm whether your refund has been approved.

Approved refunds are processed to your original payment method within a few days. If you haven’t received your refund:

  1. Check your bank account again
  2. Contact your credit card company (processing may take additional time)
  3. Contact your bank (some transactions require extra processing time)
  4. If still unresolved, email us at shrimphubuk@gmail.com

Exchanges

We only exchange items that are defective or damaged. To request an exchange, please email shrimphubuk@gmail.com with photographic or video evidence of the issue.

Returning Items

Before sending anything back, please contact us at shrimphubuk@gmail.com so we can assist you with the process.

Please note

  • You are responsible for return postage costs
  • Return shipping costs are non-refundable
  • Return postage will be deducted from any refund issued
  • We recommend using tracked shipping or insurance for valuable returns, as we cannot guarantee receipt of untracked packages

Need Assistance?

For questions about deliveries, returns, or refunds, please contact us.

shrimphubuk@gmail.com