Question 1

Livestock Guarantee and Conditions:

admin · Accepted Answer

We ensure that every piece will be floated and packed as carefully as possible. In the colder months, high quality heat packs will be used. In the rare event that a coral arrives DOA (dead on arrival), please send us a picture of the specimen within 2 hours of unboxing your order. Usually a cloudy or extra smelly bag is an indication that the coral is having a rough time. In the event that you experienced losses within the week prior to the shipment, please let us know and we will do our best to assess your case and potentially offer replacements.

Winter Months: During the colder months we suggest that shipments sent via courier to be held for pickup at a nearby Fedex/Purolator pickup location. This ensures that coral will not spend too much time on delivery vehicles. Please let us know if this is an option for you in your order notes.

It is the customers responsibility to monitor the progress of their shipment. In the case of a delay, please call the courier and do your best to remedy the situation. If you continue to have issues, please let us know and we can get involved if required. Small tip: if you call FedEx say “I am returning a call” to skip the automated process.

Conditions:
• We currently do not accept any returns/exchanges. Shipping costs cannot be refunded.
• Livestock is not guaranteed if an incorrect address or contact phone number is provided. Please double check!
• In the case of a residential delivery, the package must be signed for on its 1st delivery attempt or picked up during the business hours of the carrier on the day it arrives. That said, we usually send shipments not requiring a signature, so be sure to watch for your shipment and get it indoors as soon as possible.
• If the package is sent via airline to airline cargo, the package must be picked up within 4 hours of the flight’s landing time and within the warehouse’s business hours.
• We do not issue refunds; only replacements. If the same or similar frag is not available you will be issued store credit instead (not including the shipping cost)
• We now cover any losses or DOA’s due to carrier delays.
• Proof of a dead coral must be provided within 2 hours of receiving the shipment. Example: cloudy bag, photo of skeletons, decaying tissues, etc.
• DOA replacements are shipped at buyer’s expense or can be added to a future order. The shipping cost will be the exact amount quoted from the courier, plus the cost of any coolers and heat packs (if required).

Question 2

Livestock Guarantee and Conditions:

admin · Accepted Answer

We ensure that every piece will be floated and packed as carefully as possible. In the colder months, high quality heat packs will be used. In the rare event that a coral arrives DOA (dead on arrival), please send us a picture of the specimen within 2 hours of unboxing your order. Usually a cloudy or extra smelly bag is an indication that the coral is having a rough time. In the event that you experienced losses within the week prior to the shipment, please let us know and we will do our best to assess your case and potentially offer replacements.

Winter Months: During the colder months we suggest that shipments sent via courier to be held for pickup at a nearby Fedex/Purolator pickup location. This ensures that coral will not spend too much time on delivery vehicles. Please let us know if this is an option for you in your order notes.

It is the customers responsibility to monitor the progress of their shipment. In the case of a delay, please call the courier and do your best to remedy the situation. If you continue to have issues, please let us know and we can get involved if required. Small tip: if you call FedEx say “I am returning a call” to skip the automated process.

Conditions:
• We currently do not accept any returns/exchanges. Shipping costs cannot be refunded.
• Livestock is not guaranteed if an incorrect address or contact phone number is provided. Please double check!
• In the case of a residential delivery, the package must be signed for on its 1st delivery attempt or picked up during the business hours of the carrier on the day it arrives. That said, we usually send shipments not requiring a signature, so be sure to watch for your shipment and get it indoors as soon as possible.
• If the package is sent via airline to airline cargo, the package must be picked up within 4 hours of the flight’s landing time and within the warehouse’s business hours.
• We do not issue refunds; only replacements. If the same or similar frag is not available you will be issued store credit instead (not including the shipping cost)
• We now cover any losses or DOA’s due to carrier delays.
• Proof of a dead coral must be provided within 2 hours of receiving the shipment. Example: cloudy bag, photo of skeletons, decaying tissues, etc.
• DOA replacements are shipped at buyer’s expense or can be added to a future order. The shipping cost will be the exact amount quoted from the courier, plus the cost of any coolers and heat packs (if required).