A clear review process for living shipments

Coverage is limited to the condition of an eligible live product at the first carrier delivery attempt. It applies to a product that appears nonviable on arrival, is materially leaking, is missing, or is clearly incorrect because of a PodDrop packing or fulfillment error.

Coverage does not promise establishment, reproduction, continued survival, feeding response, aquarium performance, or compatibility after receipt.

Eligible domestic live-product orders purchased directly from PodDrop may be submitted for review. The order must have been delivered to the address supplied at checkout and received at the first carrier delivery attempt.

Products purchased through a retailer or marketplace must be handled through that seller unless PodDrop expressly directs otherwise.

A complete initial report must be sent within 2 hours of the carrier’s delivery timestamp. Reporting quickly allows PodDrop to compare tracking, route conditions, packaging, and the product’s arrival state.

A late report may be declined because the shipment’s condition at delivery can no longer be separated reliably from post-delivery storage or handling.

Include the order number, customer name, affected product, a concise description, and the delivery timestamp. Provide clear, well-lit photos or video of:

• the affected culture in its original container;
• the full shipping box and insulation;
• any leak, damage, or unusual condition; and
• the shipping label with tracking information visible.

PodDrop may request additional images or a short video to complete the review.

Do not discard the product, shipping box, insulation, label, or damaged container until PodDrop confirms that the review is complete. Unless support directs otherwise, do not add a questioned culture to an aquarium or combine it with another culture before documentation is captured.

PodDrop reviews the order record, selected shipping service, carrier scans, delivery timing, route and weather information, photographs, packaging, product identity, and the reported handling after delivery.

Live cultures can settle or appear visually different after transit. A review may include simple observation steps before a conclusion is made.

If PodDrop approves a claim, PodDrop may provide a replacement of the affected item or store credit, as appropriate to the circumstances and current product availability. Approval is not automatic, and the value of any resolution will not exceed the affected product’s original purchase price.

Original shipping charges and destination fees are not included unless PodDrop states otherwise in writing.

Coverage does not apply to a missed first delivery attempt, refusal, incorrect or incomplete address, inaccessible delivery location, theft after delivery, delayed retrieval, exposure after delivery, improper storage, failure to follow product directions, transfer into unsuitable water, cross-contamination, or use beyond the product-specific guidance.

Requests without timely, clear documentation may also be declined.

Carrier service interruptions, severe weather, and unsafe temperature exposure outside PodDrop’s control are not automatically covered. PodDrop may delay shipment before pickup when conditions create avoidable risk, but forecasts and carrier operations can change after release.

International shipments are not covered by the domestic Live Arrival Policy unless written coverage is confirmed before shipment. Customs, inspection, permit, import, or foreign-carrier delays remain the customer’s risk.

Written wholesale, research, hatchery, or institutional supply terms may establish a different acceptance procedure. When they do, the written program terms control for that shipment.

Use the PodDrop contact page or email sales@getpoddrop.com. Put “Live arrival” and the order number in the subject line. Keep the culture and all packaging available until the team responds.