Refund policy
Dead on Arrival (DOA) Policy
We have a pretty standard DOA policy which ensures that customers receive healthy livestock while requiring A specific proof of any loss during transit.
- Live Arrival Guarantee: Corals are guaranteed to arrive alive. If a specimen is dead upon arrival, we will provide store credit or a replacement on a future order placed within 14 days. Shipping is excluded.
- Mandatory Notification Window: We require notification within 2 hours of the carrier’s delivery timestamp. In some cases, we may extend this to 12 hours depending on the species' sensitivity. Please contact us immediately.
- Required Documentation: Customers must provide clear digital photos of the deceased specimen. We require at least two photos: one of the coral inside the original, unopened bag and one of it on a flat surface outside the bag.
- Carrier Requirements: To qualify, the customer must accept the package on the first delivery attempt. Coverage is voided if the delivery is missed, rerouted, or if the address provided was incorrect. We are not responsible for any lose due to shipping delay by the carrier.
Refund & Return Policy
Due to the biological nature of the product, standard retail return policies generally do not apply to live coral purchases.
- Final Sale: All live coral sales are typically final. We do not accept returns or exchanges once the livestock has been shipped or delivered unless DOA.
- Shipping Fees: Shipping costs are always non-refundable, even in the event of a DOA. Customers are responsible for shipping costs on any replacement items.
- Order Cancellations: Cancellations before an order has shipped may be permitted but will incur a restocking fee (30%) to cover processing and merchant fees.
- Carrier Delays & Weather: We explicitly state we do not cover losses caused by carrier delays (mechanical failure, weather, etc.).
Policy Summary Table
| Feature | Common Standard |
|---|---|
| Notification Deadline | Within 2 hours of delivery |
| Primary Compensation | Store credit or replacement on new order within 14 days |
| Shipping Reimbursement | Non-refundable |
| Photo Requirements | In unopened bag AND out of bag (2 photos) |
| Coverage Exclusions | Missed deliveries, shipping delays, tank incompatibility |
To ensure your corals thrive and remain eligible for our DOA guarantee, please follow this acclimation guide. Stability is critical for live coral; even small deviations in water chemistry can cause stress during the transition to their new home.
Standard Tank Parameters
To qualify for live arrival guarantees, your aquarium water should fall within these industry-standard ranges:
| Parameter | Recommended Range | Why It Matters |
|---|---|---|
| Salinity | 1.024 – 1.026 SG (34–35 ppt) | Vital for osmotic balance; major swings cause shock. |
| Temperature | 76°F – 80°F | Consistent temperature prevents bleaching and stress. |
| Alkalinity | 8 – 11 dKH | Essential for coral calcification and pH stability. |
| Calcium | 400 – 450 ppm | Required for building coral skeletons. |
| Magnesium | 1250 – 1400 ppm | Prevents calcium and alkalinity from precipitating. |
| Nitrate | 5 – 10 ppm | Nutrient source; levels below 1 ppm can starve corals. |
| Phosphate | 0.03 – 0.10 ppm | Necessary for growth, but excess fuels nuisance algae. |
Step-by-Step Acclimation Guide
- Light Off: Dim or turn off your aquarium lights to reduce stress on new arrivals.
- Temperature Acclimation: Float the sealed bags in your aquarium or sump for 15–20 minutes.
-
Water Acclimation: Transfer the coral and its shipping water into a clean container. Slowly add 1/2 cup of aquarium water every 5 minutes until the volume has doubled.
- Note: Do not exceed 60 minutes for the total water acclimation process.
- Pest Dip (Highly Recommended): We recommend using a professional coral dip (like Coral Rx or Revive) to ensure no unwanted pests enter your system.
- Placement: Place new corals on the sand bed or a low-light frag rack for the first 24–48 hours to allow them to adjust to your lighting intensity.
- Final Check: Never pour shipping water into your aquarium.
For advanced protection, specific coral types require tailored dipping protocols to target their most common pests without causing excessive stress to the specimen. Use these recommendations at your own risk! We accept no responsibility for misuse or lose caused by dipping corals. We dip when we receive the corals from aquaculture farms and quarantine before selling in order to deliver the highest quality corals we can.
SPS (Small Polyp Stony) Protocol
SPS corals are highly sensitive to pests like Acro-Eating Flatworms (AEFW) and Red Bugs. Because their tissue is thin and fragile, manual inspection is critical.
- Targeted Dips: Many advanced reefers use Potassium Chloride (KCL) (2 tsp per gallon for 20–30 mins) specifically for AEFW, as it effectively stuns them.
- The "Bayer" Method: A common advanced technique involves dipping in a 4% solution of Bayer Advanced Complete Insect Killer (10ml per cup of tank water) for 10 minutes.
- Frag Plug Removal: Always try to remove the original frag plug. Pests and eggs often hide on the plug's underside or in the glue rather than on the coral itself.
- Basting: Use a turkey baster to vigorously blow water into the coral’s branches every few minutes during the dip to dislodge hidden hitchhikers.
Zoanthid & Palythoa Protocol
Zoanthids are hardy but prone to Nudibranchs, Sea Spiders, and Zoa Pox. Their "closed" state during shipping makes them perfect hiding spots for these pests.
- Freshwater Dip (Zoas Only): Unlike almost all other corals, Zoanthids can tolerate a 5-minute RO/DI freshwater dip. This "osmotic shock" causes many pests, like nudibranchs, to fall off immediately.
- Iodine-Based Dips: For bacterial issues or "melting," use an iodine dip like Seachem Reef Dip or Lugol’s Solution. This acts as a disinfectant for damaged tissue.
- Egg Inspection: Neither freshwater nor chemical dips kill eggs. You must manually inspect the "stems" of the polyps for tiny white or clear spirals (nudibranch eggs) and scrape them off with a toothbrush or tweezers.
- Observation Period: Because Zoa pests can be elusive, some keep them on a separate frag rack for 1–2 weeks to watch for "closed" polyps before final placement.
Pro-Tips for All Dips
- Triple Rinse: Always use two or three separate rinse buckets of clean tank water after dipping to ensure no toxic chemicals enter your main display.
- Safety First: Use gloves and eye protection. Some corals (especially Palythoas) can release Palytoxin when stressed or handled, which is extremely dangerous to humans.
- Visual Confirmation: Use a white bucket for the dip so you can easily see what falls off the coral.
If you are unsure always do additional research or feel free to reach out to us for guidance or assistance and we will get back to you asap. Happy reefing!