Livestock Dead on Arrival Guarantee
We have over a 99% success rate when shipping corals with our professional packing methods!
We guarantee live arrival with a signature upon delivery. Someone must be present to sign for the package. We ship all our corals on a before DHL 12am delivery. We cannot be responsible for DOA (dead on arrival) when the product has been returned to the sorting / parcel office because you were not in to sign for the item or if the courier / postal service is late delivering, livestock is sent at buyer’s risk.
If there are DOA corals, we must receive notification of DOA coral(s) along with a clear photograph within 2 hours of delivery to our email address: [email protected]
In some cases, we may request to have the coral skeleton sent back to us. It’s also important that any packaging / packaging damage is photographed should a claim against the couriers be required for mishandling our parcels.
Because shipping stress may cause corals to change colours or be damaged, we may ask you to allow a period of time for the coral to recover the shipping, then be evaluated for DOA. Some products such as soft corals and LPS corals may take some acclimatization before they fully open please take this into consideration when contacting us regarding a DOA.
If you do receive a DOA coral, we will happily replace the coral if possible, if the coral is not available for replacement we will issue a store credit for coral purchase only (store credit valid for 6 months after purchase), shipping is non-refundable.
Failure to complete ALL the above steps will void any claim.
We have a 30-day return policy for all dry goods, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at [email protected] If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at [email protected]
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, livestock, corals, fish, or plants), custom products (such as special orders or personalized items. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.