Our Guarantee Policy
We offer a 100% worry-free live arrival guarantee
We ship with UPS which has been a very reliable company for us for many years but sometimes problems do occur so to provide added “peace of mind” for our customers we have decided to utilize the UPS Capital insurance program that protects your package from any mishandling or weather delays from the moment it leaves our facility until the arrival at your location. Also, Orders over $1000 are put in a special category that provides added security on the items. In the event of a delay that leads to a DOA please follow the normal procedures listed below to secure the ability for us to file a claim with UPS. If this is not done we cannot cover your losses. We incur all costs for this program as a benefit to our customers.
OK, but what if my livestock arrives on time but is DOA?
Don’t Worry, Live Arrival is Guaranteed!
It is rare for anything to arrive dead. If anything arrives dead, or if the coral looks extremely stressed and you are worried that it will not survive, please send us within 3 hours of delivery a clear photo of the coral in the bag. If you are trying to save the animal we would also require a photo of it in your tank. Once you do this you are in our guarantee window and this coral will be covered in the event that it does not survive within the next 3 days. We can then examine the photo you have sent and offer some advice on how to handle the animal. Remember: to be in our guarantee window you must have followed this procedure of sending us clear close up photos within 3 hours of arrival at your location or from the time the package is available at UPS if you are having the package held for pick up.
Delivery time is determined by time stamp by UPS, if held for pick up delivery time is considered when package is first available to be picked up.
Send photos to: firstname.lastname@example.org
Why Do We Require A Photo within 3 hours?
We require a photo to make sure that the coral is being evaluated correctly. There have been times when customers unfamiliar with a specific species assumes the coral is DOA or stressed. By sending a photo we can quickly diagnose the situation and provide assistance if possible. Another issue we have encountered is delays in package pick up. The vast majority of our customers are very conscious of the importance of handling the animals correctly but unfortunately we have found that sometimes people pick their order up and hold the item unopened for long periods of time which can lead to additional stresses if the animal is not being handled correctly. To keep the animals safe and healthy we require this time frame so they can be tanked as soon as possible. And most importantly, to keep our insurance in place with UPS we need to document every DOA by having a clear photo and email correspondence from the customer.
THESE SITUATIONS VOID THE GUARANTEE OR ARE NOT GUARANTEED
We do not offer any guarantee for items purchased at our retail store or at frag swaps because you have the opportunity to examine all stock in person at those locations and we have no responsibility for how livestock is handled after it leaves our tanks.
Wholesale orders are not covered by any guarantee.
Any warranty issues must be dealt with the manufacturer directly. We do not do repairs or warranty work. We do not accept returned dry goods that have been opened and used unless there is a manufacturer defect. In that case you will be directed to the manufacturer directly for warranty service. Any return of dry goods must be done so with a Return Authorization Number that you will receive when you call us regarding your issue. Do not simply return a dry good item without notifying us or you will void any guarantee. We are not responsible for any damage caused by shipping companies or incurred during shipping and handling. Credits for this reason must be directed to UPS directly.
Site Content/Typographical Errors/Pricing
We will not be responsible for typographical errors, accuracy of information contained on this site, or any pricing errors. If a price is listed in error we reserve the right to cancel any sale. We reserve the right to cancel any order at any time for any reason.
By placing an order you automatically agree to these terms and conditions.