Delivery, Returns & Refund

Delivery, Returns & Refund Policy

UK Delivery

We offer multiple Royal Mail delivery options, which you can select at checkout. Orders are typically dispatched the next day, though processing times may vary during busy periods.

Available shipping options:

• Budget shrimp: Royal Mail 24 or Royal Mail Special Delivery (Next Day Before 1 PM)
• Premium shrimp: Royal Mail Special Delivery only (to ensure safe transit)

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 products (shrimp or live foods)
• Gift cards
• 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

If your shrimp arrive dead, we require the following to process a refund or replacement:

• Video evidence showing the deceased shrimp in their original, unopened bag
• Evidence must be submitted within 3 hours of receiving your parcel

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 at shrimphubuk@gmail.com

Contact details:

Email: shrimphubuk@gmail.com