100% Live Arrival Guarantee
Every living thing we ship — livestock and live plants — is backed by a simple promise. If something arrives dead, we make it right.
“Razz Aquatics guarantees the live arrival of all livestock and live plants we ship. If your order arrives with animals or plants that are dead or clearly non-viable, contact us on the day of delivery with your order number, a description of what arrived, and clear photos in the original packaging. We review every claim and work to make it right.”
If your livestock or live plants arrived dead or clearly non-viable, submit your claim with photos on the day of delivery.
Three Steps to Submit a Claim
Most claims are reviewed the same business day we receive them. We aim to respond within 1–2 business days.
Livestock: photograph affected animals in the original sealed bag before opening, acclimating, or disposal.
Live plants: photograph the affected plant and original packaging on the day of delivery, before any trimming, replanting, or treatment.
Claims should be submitted on the day of delivery. If your package arrives late in the evening, submit your claim as soon as possible and no later than the following morning. Use the Start a Claim button at the bottom of this page.
Once we receive your photos and order information, we review your claim and contact you to confirm the resolution. We aim to respond within 1–2 business days.
Livestock — Shrimp, Snails & Fish
All livestock we ship is covered. Photograph affected animals in the original sealed bag before opening, acclimating, or disposing of them.
All shrimp species and varieties are covered. Photograph any DOA shrimp in the original sealed bag on delivery day before opening or disposal.
All snail species are covered. Note: snails often close up during transit — normal stress behavior. A dead snail will have its body hanging outside the shell.
All fish are covered. Photograph in the original sealed bag before opening. Submit on the day of delivery.
Live Plants
Live plants are covered if they arrive dead or clearly non-viable. The claim process is different from livestock — plants do not ship in sealed oxygen bags.
Photograph the affected plants and the original packaging on the day of delivery, before any trimming, replanting, or treatment. Show the condition of the plants exactly as they arrived. Submit your claim using the Start a Claim button at the bottom of this page.
Live plants are covered if they arrive dead or clearly non-viable. Normal shipping stress, minor melt, or adjustment after planting may not qualify. We review each plant claim based on the photos provided and the nature of the condition.
What to Expect After You Submit
We review every claim and contact you to confirm the resolution. We aim to respond within 1–2 business days.
Store credit is usually the fastest resolution and can be used on any future Razz Aquatics order.
A refund to your original payment method may also be offered depending on the claim.
Replacement shipments may be offered at Razz Aquatics’ discretion depending on order size, product availability, weather, and shipping cost. We’ll always confirm before sending a replacement.
What Isn’t Covered
The Live Arrival Guarantee is straightforward. A few things fall outside it:
- Dry goods, supplies, and non-living products
- Claims submitted after the allowed window (delivery day, or the following morning for late deliveries)
- Claims without clear photos showing the affected item(s) in original packaging
- Plant issues that appear to be normal shipping adjustment, minor melt, or acclimation stress rather than dead-on-arrival
If you’re unsure whether your situation qualifies, reach out and we’ll help you figure it out.
Why We Can Back This Guarantee
The guarantee isn’t just a promise — it’s backed by how we operate every single day.
We’re Here to Help
Livestock and live plants are covered. Submit your claim and we’ll make it right.