Refund policy

Last updated: 23 August 2026

Refunds & Returns

Livestock (shrimp and other live animals): live animals can't be returned. Anything that goes wrong on arrival is covered by our Live Arrival Guarantee — see the DOA & Missing Items Policy for the 8-hour claim process. Deaths after acclimation, and change of mind on livestock, aren't refundable.

Plants: covered by the same arrival guarantee as livestock; not returnable.

Dry goods (food, equipment, accessories): returnable within 30 days of delivery — unopened, in original packaging, with proof of purchase. Contact us first at support@shrimpzone.com.au with your order number. Return postage is at your cost, and the original shipping cost is deducted from the refund. Opened consumables and anything that has been in an aquarium can't be returned, for hygiene and biosecurity reasons.

Damaged or faulty dry goods: report within 48 hours of delivery with clear photos and a short video of the item and its packaging — we'll replace, credit or refund it. This 48-hour window is for equipment and supplies only; live animals and plants are covered by the 8-hour Live Arrival Guarantee above.

Processing: approved refunds go to your original payment method within 5–10 business days of approval; we'll email you when it's done. Shipping costs are non-refundable.

Pre-orders: you can cancel a pre-order any time before dispatch for a full refund of your deposit.

Nothing in this policy limits your rights under the Australian Consumer Law.

Questions: support@shrimpzone.com.au — Shrimp Zone, Sunshine North VIC.