Snails and hermits, its kinda expected that maybe a few won't make it. Contact them before its too late ("paper" trail). Like I said in your other post, they will most likely give you your other shrimp. For the clown, though you dont have the fish to send back (as they require) to prove it, I am willing to bet if you explain the story, that they will make good on that too. Just make sure you contact them before your guarantee is over. Give them a second chance to make it all good. I have only ordered from here and had 1 incident with a goby and they gave me credit, along with that i have been on here 2 years and this is the first negitive post I read. Just make sure you contact them. HTH