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LIVE ARRIVAL GUARANTEE POLICY - PODDROP LLC

Last updated: November 23, 2025

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OVERVIEW

 

At PodDrop LLC (“PodDrop,” “we,” “our,” or “us”) every bottle of copepods and phytoplankton is cultured fresh in our licensed aquaculture facility, packed dense, and shipped with care to ensure the healthiest possible arrival. We want every customer to receive live, thriving organisms — and we stand behind that commitment.

Because these are live marine organisms, shipping conditions vary greatly. The following policy explains what is covered, what is not, and how to request assistance.

 

SECTION 1 - DOMESTIC ORDERS (UNITED STATES ONLY)

All domestic PodDrop orders are covered by our Live Arrival Guarantee.

If your copepods or phytoplankton arrive dead, damaged, or compromised, we will replace or refund the affected items.

What Is Covered for U.S. Orders

  • Dead on arrival (DOA)

  • Bottle completely crashed

  • Product damaged or leaking

  • Carrier delay within the United States

  • Temperature-related death during domestic transit

  • Missing or incorrect items (packing error)

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Requirements to Qualify

To receive a replacement or refund, customers must:

  1. Contact us within 4 hours of package delivery

  2. Provide clear photos or video of the product and packaging

  3. Ensure the package is brought indoors promptly upon delivery

  4. Not leave bottles in the heat, sun, mailbox, or extreme cold

This time window is firm because live products degrade rapidly after delivery.

 

SECTION 2 - INTERNATIONAL ORDERS (OUTSIDE THE U.S.)

Due to customs delays, agricultural inspections, government holds, and extended transit times, international orders are not covered by the Live Arrival Guarantee.

All international live shipments are shipped at the buyer’s risk.

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Not Covered for International Orders

  • Dead on arrival (DOA)

  • Delays caused by foreign customs

  • Parcels opened, detained, or destroyed by customs

  • Temperature exposure during customs inspection

  • Extended transit times outside the U.S.

  • Delivery failures caused by foreign carriers

  • Returns due to missing import permits

  • Quarantine or agricultural seizures

PodDrop will pack international orders with enhanced insulation and dense cultures to maximize survival — but no guarantees can be made once the shipment leaves the U.S.

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SECTION 3 - INCORRECT ADDRESS AND DELIVERY PROBLEMS

The Live Arrival Guarantee does not apply when failure results from:

  • Wrong or incomplete shipping address provided by the customer

  • Delivery to an unsafe location (porch, mailbox, etc.)

  • Packages stolen after delivery

  • Customer not retrieving package promptly

  • Delivery instructions that compromise safety (for example: “leave in sun”)

  • Refused deliveries

Customers are responsible for providing and confirming a secure delivery address.

 

SECTION 4 - WEATHER-RELATED CONSIDERATIONS

Extreme heat or cold can impact live organisms.

PodDrop may delay shipment if temperatures are unsafe.
If a customer insists on shipping despite weather risks, the guarantee may be voided.

 

SECTION 5 - REPLACEMENT PROCESS

If your claim is approved:

  • Replacements are sent on the next available shipping day

  • No additional shipping cost applies for domestic (U.S.) orders

  • Replacement value cannot exceed original order value

  • Refunds are issued only for the affected items

We may also offer store credit depending on availability and timing.

 

SECTION 6 - HOW TO REQUEST A LIVE ARRIVAL CLAIM

Email us at sales@getpoddrop.com or message us through the website.

Please include:

  • Order number

  • Photos or videos showing the issue

  • Photo of packaging and label

  • Short description of what happened

Our team will respond quickly and make sure you’re taken care of.

 

SECTION 7 - OUR COMMITMENT

At PodDrop, we take pride in offering healthy, dense, and reliable live cultures for reef keepers around the world. While we cannot control everything that happens during transit, we always work with customers to ensure a fair and positive experience.

 

SECTION 8 - CONTACT US

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Have questions or want to exercise your privacy choices? We’re here to help.

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We aim to respond to all privacy-related requests within a reasonable timeframe.

Your privacy matters to us. Thank you for trusting PodDrop with your reef needs!

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