Shipping & DOA Policy
We take great care in preparing every shipment to ensure your corals arrive safely. All specimens are carefully packed and floated to maintain stable temperatures during transit. During colder months, premium heat packs are included when necessary.
In the rare event that a coral arrives DOA (Dead on Arrival), please email us a clear photo of the coral within 2 hours of opening your shipment. Signs such as a cloudy bag, strong odor, visible skeleton, or tissue deterioration may indicate the coral did not survive transit.
If you experienced livestock losses in your aquarium within the week prior to delivery, please let us know when submitting your claim so we can properly review the situation and determine whether a replacement may be possible.
Winter Shipping Recommendations
During colder months, we strongly recommend selecting Hold for Pickup at a nearby FedEx or Purolator location. This prevents coral from spending extended time in delivery vehicles and helps maintain stable temperatures.
If you would like this option, please include a note with your order and we will arrange the shipment accordingly.
Shipment Tracking Responsibility
Customers are responsible for monitoring the progress of their shipment. If a delay occurs, please contact the courier directly to resolve the issue as quickly as possible. If the situation cannot be resolved, feel free to contact us and we will assist where possible.
Tip: When calling FedEx, saying “I’m returning a call” can sometimes bypass the automated menu.
Conditions & Policies
• We do not currently accept returns or exchanges. Shipping fees are non-refundable.
• Livestock guarantees are void if an incorrect address or contact phone number is provided. Please double-check your information before placing an order.
• For residential deliveries, the package must be received on the first delivery attempt or picked up from the carrier the same day during business hours. Most shipments do not require a signature, so please monitor your delivery and bring the package indoors promptly.
• For airline cargo shipments, packages must be collected within 4 hours of the flight’s arrival and within the airline cargo office’s operating hours.
• We do not offer refunds on livestock. Approved claims will receive replacement corals or store credit if the original item is unavailable (shipping costs excluded).
• Losses caused by verified carrier delays are covered.
• Proof of DOA must be submitted within 2 hours of delivery (photos showing cloudy water, exposed skeleton, tissue loss, etc.).
• Replacement corals are shipped at the buyer’s expense, or can be added to a future order. Shipping charges will reflect the exact courier cost plus any required packaging materials such as coolers or heat packs.