|Our Guarantee Policy |
We pride ourselves in selling a wide variety of quality livestock, with  40+ years of experience and 10+ years online. We are innovators of many quality livestock products such as WYSIWYG frags and our own Pieces of The Reef  cultured corals.
We always stock hundreds of coral colonies, frags, inverts, clams, and fish, plus live rock, live sand, and dry goods.  Our selection changes constantly. Items are removed from our site as they sell.
We want you to be happy with your purchase and will do everything we can to make you satisfied.
Any warranty issues must be dealt with the manufacturer directly. We do not do repairs or warranty work. We do not accept returned dry goods that have been opened and used unless there is a manufacturer defect.  In that case you will be directed to the manufacturer directly for warranty service. Any return of dry goods must be done so with a Return Authorization Number that you will receive when you call us regarding your issue. Do not simply return a dry good item without notifying us or you will void any guarantee. Most dry goods items we sell are done so on a drop-ship basis and we will not credit any shipping costs on returns. We are not responsible for any damage caused by shipping companies or incurred during shipping and handling. Credits for this reason must be directed to UPS or Fed Ex directly.
We ship healthy livestock and guarantee that it arrives to you alive and healthy and stays alive at least 48 hours in your system. We do not guarantee exact color matches of livestock from photos posted online or on our web site. Please see the details of our guarantee below.
Shipping and box charges are charged on all orders including any replacements. We do not offer free shipping, but do offer a subsidized low flat rate shipping and our "Better Than Free Shipping" offer.
If you have a loss or problem with anything please call us, 877-887-5224. Leave a message if after hours and we will return your call the next business day. Our hours are 11-5 eastern Monday-Saturday.
We will contact you after you place your order to confirm your order, we will contact you the day of shipping with all shipping details, and we will contact you the day of delivery to be sure everything arrived in good condition and is to your complete satisfaction. Please be sure to provide us with accurate contact info.
We make  every possible effort to handle and pack your order correctly. We personally deliver every package to the shipping company to reduce handling.
1. WE CANNOT GUARANTEE THE HANDLING AND DELIVERY SERVICE PROVIDED BY SHIPPING COMPANIES. We are not responsible for weather delays or errors made by the shipping company that may impact the health and survivability of livestock. We will work with you to get a credit from the shipping company, but we are not responsible for those losses as we have selected, cared for, and packed your livestock properly.
WE DO NOT OFFER ANY GUARANTEE ON LOSSES DUE TO SHIPPING COMPANY ERRORS  OR WEATHER DELAYS these are strictly beyond our control.
2. We do not guarantee exact color match. Some corals, clams, or other livestock may look different from the photo posted on our site due to differences in lighting and we can not guarantee that livestock will look the same in your tank.
So many factors and types of lighting affect color that it is impossible for us to guarantee an exact match. Our photos are shot to  represent all livestock exactly as it appears in our systems without manipulations.  We are open to the public so if you are in our area come and visit our facility.  We photograph most corals under T5 fluorescent lighting and most clams are photographed in our greenhouse under natural sunlight. If you take a coral that is under T5 fluorescents and put it under Compact Fluorescents or Metal halides it will look a bit different, and with all the possible bulb combinations available it is just impossible for us to shoot pics under every possible lighting combination that every hobbyist might be using.
3. You must accept delivery on the first attempt by the delivery company and acclimate all livestock into your tank within 2 hours of delivery.
We do not offer any guarantee on livestock that has not been accepted on the first delivery attempt and that has been sitting in the box longer than 2 hours after delivery. If livestock is delivered to another location than where your tank is located we will not guarantee any losses due to the animals sitting in the box longer than 2 hours beyond delivery.  In the event that you have your order shipped to a Hold facility to pick up, delivery time is considered to be the time the box was first made available at the pickup location and boxes must be picked up both within 2 hours of delivery time AND before 12 noon for our guarantee to remain in effect.   Choosing to ship to a Hold location that does not offer AM pickup times will void our guarantee.
4. We must be notified of any losses or issues pertaining to your order within 48 hours of arrival. Notifications after 48 hours will not be credited-no exceptions. We must be notified by phone, 877-887-5224 leave a message if after hours, or email email@example.com  of any loss or problem  within 48 hours of delivery.
In the event of a loss, you must  send us  the animal or email us a  clear close-up photo of the item within the guarantee period.   In order for us to be fair with everyone, and to keep our prices as low as possible we will not issue a credit without a clear closeup photo or the return of the animal in question. There will be no exceptions to this policy. There will be no credits issued if you notify us beyond 48 hours about any issues or losses. Losses are rare and we honor our guarantee, but can not do so if we are not notified of a problem directly within 48 hours of arrival.
5. Zone 1 ground shipping of livestock is only guaranteed if sent as hold for your pickup.
If not held for pick-up these ground service deliveries may ride around on the truck until late at night before delivery, so we ask that you pick up at the UPS center. We will provide the UPS  address and pick-up hours   when we contact you to confirm your order.
6. If you are issued a credit for a loss you have the following options:
3. Store Credit
Shipping and box charge are charged on all orders including replacements. No refunds or credits are given on box or shipping charges.  Store credit is good for one year from date of issue.
7. If you refuse a shipment for any reason or if you choose to do a credit card charge back we reserve the right to refuse doing business with you or offering you any consideration. We handle credits and issues related to orders in a timely, respectful,  and professional manner. We guarantee your satisfaction.
PLEASE NOTE: Losses incurred from weather delays or shipping carrier delays or errors are beyond our control and are not our responsibility. We will not issue any credits  for these reasons.  We will work with you to get a credit from UPS or Fed Ex. Credit for shipping costs in these instances will be issued only if we receive a credit from UPS or Fed Ex. We   make every possible effort to handle your package professionally and even deliver  our packages to UPS or Fed Ex ourselves to lessen the handling.   We check weather conditions before we ship every package, but you know the weather in your area better than we do.   If you anticipate adverse weather conditions in your area that might cause a delay or undue hardship on your livestock (severe storms, extreme cold, ect) the night before or day of your expected delivery date, it is your responsibility to inform us and request a new ship date. Since we do not own or operate Fed Ex or UPS we are not responsible for their services nor are we responsible for the weather or delays caused by the weather.
We reserve the right  to  decline a sale for any reason. We reserve the right to refuse to ship to anyone for any reason and we reserve the right to not do business with anyone for any reason.
We will not be responsible for typographical errors, accuracy of information contained on this site, or any pricing errors. If a price is listed in error we reserve the right to cancel any sale. We reserve the right to cancel any order at any time for any reason.
When  placing an order you agree to these terms and conditions.