Dead on Arrival Guarantee
We have close to a 99% success rate when shipping livestock with the way in which we pick and pack all orders.
We guarantee live arrival with a signature upon delivery. Someone must be present to sign for the package. We ship all our livestock on a before 1pm delivery. We cannot be responsible for DOA 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 buyers risk.
Damages & Issues
Please inspect your order upon receiving and contact us immediately within two hours if there any issues. Issues being, damaged items, DOA* livestock or incorrectly sent items.
If there are DOA* livestock, we must receive notification of DOA* Livestock at firstname.lastname@example.org within two hours of delivery.
Within two hours we must receive a clear picture and video of DOA* livestock still in its sealed original packaging. This could be either a bag which must still be tied or a pot which must have the tape still around the lid. In the video, we request that you open the bag and take the DOA item out and place it onto a sheet of paper and zoom in on the item giving us a clear shot of the deceased livestock. We may request to have the item sent back to us. Its 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 size, we may ask you to allow a period of time for the coral to settle, colour up and regain its size before being evaluated for DOA. Some products such as Torches, frogspawn, zoas, hammers, goniopora and acans to name a few may take some acclimatization before they fully open please take this into consideration when contacting us regarding a DOA.
If you do receive DOA livestock we will happily replace the item if possible, if the item is not available for replacement we will issue a store credit for livestock purchases only (store credit valid for 6 months after purchase), shipping is nonrefundable.