Thanks for Your Order
Your Razz Aquatics shipment is here. Use this guide for arrival checks, acclimation tips, and what to do if something looks wrong.
Before You Open Any Bags
Take these steps before opening livestock bags or plant packaging.
Look over the bags, cups, containers, and plant packaging before opening anything. If something looks damaged or wrong, take photos first.
If any livestock or live plants appear dead or clearly non-viable, photograph them in the original sealed packaging before opening, acclimating, trimming, or disposing of anything. This photo is required for any claim.
If livestock or live plants arrived dead or clearly non-viable, start a claim before opening any bags or packaging. Claims require photos in original sealed packaging.
Start a Claim →If Something Looks Wrong
Livestock (shrimp, snails, fish): Photograph affected animals inside the original sealed bag before opening, acclimating, or disposing of them.
Live plants: Photograph affected plants with the original packaging visible before any trimming, replanting, or treatment.
Claim deadline: Submit on the day of delivery. If your package arrives late in the evening, submit as soon as possible and no later than the following morning.
Approved claims are typically resolved with store credit or refund. Replacement shipments may be offered at Razz Aquatics’ discretion.
What to Expect by Species
Each type of livestock and plant has its own normal arrival behavior. Here’s what to expect and when to be concerned.
Shrimp commonly arrive looking lighter or paler than usual. This is normal transit stress — their full color typically returns within 1–3 days once they settle into your tank.
Shrimp often arrive looking lighter due to shipping stress. Full color returns within 1–3 days in a stable, established tank.
We include a few extra shrimp in every order as a buffer. These extras are not individually covered by the Live Arrival Guarantee but are there to offset any transit losses.
Photograph in the original sealed bag before opening or disposing. Submit a claim on delivery day.
Drip Acclimation — Recommended for Shrimp
Empty the bag contents — water and shrimp — into a separate container.
Run airline tubing from your aquarium to the container. Tie a loose knot or use a valve to slow the flow to 2–3 drops per second.
Drip for 1–3 hours. Keep an eye on the container so it doesn’t overflow.
Net the shrimp into your tank. Do not pour the bag water into your aquarium.
Fish may arrive stressed from shipping and may breathe faster, hide, or show muted color at first. Give them a calm, stable tank and avoid sudden parameter changes.
Faster breathing, hiding, or muted color can happen after shipping and often improves once fish settle in over the first day or two.
If a fish appears dead or clearly non-viable, photograph it in the original sealed bag before opening. This photo is required for any claim.
Match temperature first, then slowly introduce small amounts of tank water before netting fish into the aquarium. Do not dump the bag water in.
Snails frequently retreat into their shells during transit — this is their natural stress response and does not mean they are dead. Give them time before drawing any conclusions.
Snails close up when stressed. Add them to your tank and give them 24–48 hours to open up and start moving before drawing any conclusions.
If a snail appears clearly dead or non-responsive on arrival, photograph it in the sealed bag and submit a claim on delivery day.
Snails produce a lot of waste in transit. Do not add the bag water to your aquarium.
Some wilting or melt is normal transit stress for aquarium plants. Plants may also need time to adjust to new lighting, water chemistry, flow, and substrate after planting. Plants are covered by the Live Arrival Guarantee only if they arrive dead or clearly non-viable — normal melt or adjustment after planting may not qualify.
Minor melt, bent leaves, or leaf loss after planting is a normal adjustment response. Remove clearly dead or melting leaves, but do not assume the entire plant is dead unless it arrived clearly non-viable.
If plants arrive dead or clearly non-viable, photograph them with the original packaging visible before any trimming, replanting, or treatment. Submit your claim on delivery day.
Dry goods are not covered by the Live Arrival Guarantee. If your dry goods arrive damaged, follow the steps below.
Photograph the packaging and the product on delivery day. Contact us at info@razzaquatics.com with your order number and photos.
Unused dry goods can be returned within 14 days of purchase. Items must be in original condition and original packaging. Customer is responsible for return shipping costs.
Where to Go for Help
Getting to the right place saves time for everyone.
Quarantined Before Shipping
Every animal we offer for sale is quarantined and health-checked before shipping. Transit can still be stressful, which is why this page helps you identify what is normal, what needs acclimation, and what should be submitted as a claim.
Every fish we sell is quarantined for at least two weeks and treated with medication when needed. If a fish shows signs of illness or stress during quarantine, it stays here until it is ready.
Shrimp are quarantined for about a month after import and held until they complete at least one successful molt. Pale color on arrival is usually transit stress and often improves after they settle into a stable tank.
Questions After Your Order Arrives?
We answer support personally. Whether it’s a care question, a claim question, or something unexpected — reach out.