Live Arrival Guarantee

To qualify for the Live Arrival Guarantee, contact must be made within 2 hours of delivery, based on the courier tracking information.

Customers must provide clear photographic evidence of:

• Unopened bags
• Livestock or plants inside original packaging
• Shipping box and internal packaging

Important: Items must remain in their original, unopened packaging during the claim process. Failure to meet these requirements may result in claim denial.

The Live Arrival Guarantee applies only if:

• Delivery is accepted on the first attempt
• The parcel is not delayed due to customer action
• Livestock remains in unopened packaging for verification

For pickup point or parcel locker deliveries, the guarantee applies only if the parcel is collected on the same day as notification.

Failure to collect the parcel on the day of arrival voids the guarantee.

The Live Arrival Guarantee may be limited or void under extreme environmental conditions.

The guarantee is automatically void where temperatures fall:

• Below -10°C
• Above +30°C

It may also be void in cases of:

• Severe weather events
• Weather-related courier delays

Customers are responsible for assessing local conditions prior to ordering.

Aquatic plants are guaranteed to arrive in healthy condition at the time of delivery.

Claims must follow the same 2-hour reporting and photographic requirements.

This guarantee does not cover:

• Changes in plant condition after planting
• Tank parameter issues
• Lighting or CO₂ adjustments
• Handling after delivery

Customers are responsible for ensuring that their aquarium is properly prepared prior to introducing any livestock.

This includes:

• A fully cycled and stable aquarium environment
• Consistent and appropriate water parameters
• Proper acclimation procedures

For optimal results, we strongly recommend that aquariums are established and biologically stable for a minimum of 2–3 weeks before introducing shrimp.

As shrimp are highly sensitive to environmental changes, newly set up or unstable systems may significantly increase the risk of stress and mortality.

Suksai Aquatic shall not be held liable for losses occurring after delivery due to:

• Improper acclimation
• Incompatible livestock
• Unstable or unsuitable water conditions
• Environmental stress

For best results, we strongly recommend slow drip acclimation, as used in professional breeding systems, to ensure a safe and gradual transition.

To the fullest extent permitted under applicable law, Suksai Aquatic’s liability is limited to the value of the affected livestock or plants.

Suksai Aquatic shall not be liable for indirect, incidental, or consequential losses arising from the use, handling, or care of live goods after delivery.

Suksai Aquatic reserves the right to modify this policy at any time without prior notice.