Dry Goods Policy
We offer refunds on any goods that arrive damaged. Refunds range from 50% if insignificantly damaged, and 100% if significantly damaged. Replacements on significantly damaged goods may be offered if stock allows us to. To make a claim, take photos and contact us within two weeks of receiving the goods. When doing so, provide your order details (name, order number and which items are affected) so that we can resolve things swiftly.
Live Arrival Guarantee or Dead on Arrival Policy
Sans Vertigo offers a live arrival guarantee on all live goods. It is rare that any live goods die in transit, but it is important to understand DOA (dead on arrival) policies when ordering live goods. Partial or full refunds for dead on arrival goods are available under the following conditions:
- The buyer must contact us within 1 hour of the package arriving with photos of the dead goods in an unopened bag/container. If you are not personally available to receive the package, it is recommended to have someone else home or send it to your work address to receive and check the shrimp sooner.
- Claims cannot be made on bags/containers already opened by the buyer (burst or damaged during postage may be claimed). It is up to the buyer to be able to provide proper care and avoid death of any live goods once bags/containers have been opened.
- You may be asked to supply a 10 second video of the animal on it's back to prove if goods are truly dead if photos are not sufficient. Unfortunately some people have tried to claim DOA on healthy arrivals, this is an extra measure to avoid fraudulent claims.
If some of the live goods arrive dead, you are eligible for a refund to the cost of the item (eg. if 1 of 10 shrimp arrived dead, you are entitled to a refund of the value of the 1 shrimp). For cultures or live goods not easily quantified, we'll refund based on the extent of the damage.
If more than 70% of the total value of live goods arrived dead, you are eligible for a full refund of the entire live order, postage excluded. Undamaged dry goods are not included in the refund.
We pack our goods as best we can to avoid DOAs, and generally speaking it is rare to have them occur. Should the need ever arise, don't open the bag or container yet, take photos and contact us ASAP. When doing so, provide your order details (name, order number and which items are affected) so that we can resolve things swiftly.