Shipping & Live Arrival Guarantee Policy
At Suksai Aquatic, we specialize in premium shrimp, natural shrimp nutrition, and carefully selected aquatic plants. Every order is packed with the same care and standards we use in our own breeding systems.
Because we ship live aquatic animals, please review the policy below before placing an order.
By purchasing from Suksai Aquatic, you agree to the following terms.
Order Processing & Shipping
Orders placed before 13:00 GMT+2 (UTC +2 during winter) (1 PM), Monday–Friday are usually processed and shipped the same day, depending on the contents of the order.
Standard Products & Plants
Orders containing aquarium supplies, shrimp food, or aquatic plants are typically dispatched the same day when placed before 13:00 (1 PM), Monday–Friday.
Live Shrimp – Scheduled Dispatch
To ensure the health and safe delivery of live shrimp, shrimp orders follow a scheduled dispatch system.
Shrimp are only shipped on Mondays, Tuesdays, and Wednesdays to avoid the risk of weekend courier delays and extended transit times.
Examples:
• Orders containing shrimp placed Sunday–Monday will be dispatched on Monday.
• Orders containing shrimp placed Tuesday will be dispatched on Wednesday.
• Orders containing shrimp placed Wednesday after 13:00, Thursday, Friday, or Saturday will be dispatched the following Monday.
If an order contains both shrimp and other products, the entire order will be shipped according to the shrimp dispatch schedule.
Please note that shipping days refer to dispatch from our facility and not the delivery date, as transit times depend on the courier service.
Shipping Date Requests
If you require shipping on a specific date, please:
• Select the appropriate shipping method
• Leave a clear note during checkout indicating your preferred shipping date
Live Arrival Guarantee (All Livestock & Plants)
At Suksai Aquatic, we guarantee that all livestock and plants leave our facility healthy, properly packed, and in excellent condition.
In the unlikely event that livestock or plants arrive dead on arrival (DOA), we provide a Live Arrival Guarantee, subject to the conditions outlined in this policy.
If a DOA claim is verified, customers may choose one of the following resolutions for the affected items:
• Store credit or refund for the value of the affected livestock or plants, or
• Replacement livestock or plants
If the customer chooses replacement, the customer will be responsible for covering the shipping cost of the replacement shipment.
Please note that shipping costs from the original order are non-refundable.
DOA Claim Requirements
To qualify for the Live Arrival Guarantee, the following conditions must be met:
• You must contact us within 2 hours of the courier delivery time, based on the tracking timestamp.
• Provide clear photographs of:
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the unopened bags or packaging
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the livestock or plants inside the packaging
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the shipping box and internal packaging
• Livestock or plants must remain inside the original unopened packaging during the claim process.
Once verified, store credit, refund, or replacement will be issued for the affected livestock or plants, according to the options outlined in this policy.
Please note that shipping costs are non-refundable.
DOA Guarantee Conditions
The Live Arrival Guarantee is valid only when the following conditions are met:
• The parcel is accepted on the first delivery attempt.
• The delivery attempt is not missed by the recipient.
• The shipment is not delayed due to recipient actions (such as rescheduling, redirecting, or holding the parcel).
• The shrimp are photographed in the original unopened shipping bags.
DPD Pickup Point Policy (EU & Baltic Shipping)
For orders delivered to DPD pickup points or parcel lockers, the Live Arrival Guarantee applies only if the parcel is collected on the same day the pickup notification is received.
If the parcel remains uncollected after the day of notification, the Live Arrival Guarantee will be void, as extended holding times may negatively affect live livestock.
Temperature & Weather Policy
Shrimp are sensitive to extreme temperatures during transport.
While we pack all livestock using professional insulation and temperature protection when necessary, shipping conditions are outside our control once the parcel leaves our facility.
The Live Arrival Guarantee may be limited or void in cases of extreme weather conditions, including:
• Extreme heat
• Freezing temperatures
• Severe weather disruptions
• Courier delays caused by weather conditions
The Live Arrival Guarantee is automatically void if temperatures at the shipping or delivery location are below -10°C or above +30°C during the shipping period.
Customers are strongly encouraged to check local weather forecasts before placing an order to ensure safe conditions for livestock transport.
Suksai Aquatic reserves the right to delay or reschedule the shipment of livestock or plants if weather conditions are considered unsafe for transport. In such cases, the customer will be notified by email regarding the adjusted shipping date.
Aquatic Plants & Moss – Arrival Guarantee
We take great care in packing aquatic plants and moss to maintain their health during transport.
If plants arrive dead or severely damaged, please contact us within 2 hours of delivery and provide clear photographs of the plants and packaging.
Once verified, store credit, refund, or replacement will be issued for the affected livestock or plants, according to the options outlined in this policy.
Please note that shipping costs are non-refundable.
The guarantee does not cover issues caused by:
• Improper tank conditions
• Lighting or CO₂ adjustments
• Handling after arrival
Shipping Delays & Courier Responsibility
Once a package leaves our facility, handling and delivery are controlled by the courier.
Suksai Aquatic cannot guarantee delivery times once the parcel is in transit.
The Live Arrival Guarantee does not cover losses caused by:
• Courier delays
• Incorrect delivery addresses
• Missed deliveries
• Parcels left outside by the courier
If your shipment appears delayed or tracking stops updating, please:
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Contact the shipping carrier immediately
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Notify Suksai Aquatic so we can assist with locating the parcel
Customer Responsibility
Customers are responsible for ensuring their aquarium is properly prepared before ordering livestock.
The Live Arrival Guarantee does not cover losses caused by:
• Improper acclimation
• Poor water parameters
• Incompatible tank mates
• Stress after introduction into the aquarium
For best results, we strongly recommend slow drip acclimation for shrimp.
Policy Updates
Suksai Aquatic reserves the right to update or modify this policy at any time without prior notice. Customers are encouraged to review this page periodically for any changes.
Last updated: November 23, 2025
Contact
For any questions regarding orders, shipping, or DOA claims, please contact us through one of the following channels:
Suksai Aquatic
Email: support@suksaiaquatic.com
Live Chat: Available directly on our website
Social Media: You may also contact us through our official social media channels
Suksai Aquatic
Pure Nutrition. Natural Growth.