Our Simple Guarantee Policy
By placing an order you automatically agree to these policies.
Live Arrival is Guaranteed
It is rare for anything to arrive dead. If anything arrives dead you must do the following, there are no exceptions:
1. Call us within 2 hours of delivery, 877-887-5224, leave message if no answer
2. Send clear photo of dead item in the original bag within 2 hours of delivery
Delivery time is determined by time stamp by UPS, if held for pick up delivery time is considered when package is first available
Send photos to: email@example.com
PLEASE NOTE THAT THERE ARE NO EXCEPTIONS TO THIS POLICY. TO GET CREDIT YOU MUST EMAIL A CLEAR PHOTO IN THE ORIGINAL BAG AND CONTACT US WITHIN 2 HOURS OF DELIVERY
THESE VOID OUR GUARANTEE
1.  WE DO NOT GUARANTEE THE HANDLING AND DELIVERY SERVICE PROVIDED BY SHIPPING COMPANIES SUCH AS UPS OR FEDEX.
2.  WE DO NOT OFFER ANY GUARANTEE ON LOSSES DUE TO SHIPPING COMPANY ERRORS OR WEATHER DELAYS as these are strictly beyond our control. We make every effort to check for potential weather problems on the day your shipment is scheduled to go out, but the actual weather is beyond our control. It is ultimately your responsibility to inform us of inclement weather or extreme temps that necessitate a change in ship date. Should you fail to notify us, or choose to ship in spite of a recommendation from us to reschedule due to potential weather problems, our guarantee will be void on your shipment. We generally do not recommend shipping if the projected overnight temperatures in your area will be in the single digits or lower, or when there is a strong possibility of significant snow or ice that may cause delivery delays.
3.  WE DO NOT OFFER ANY GUARANTEE IF YOU PROVIDE US WITH AN INCORRECT ADDRESS.
4.  We do not guarantee an exact color match to the photos posted on our site.  We do everything possible to get the photos to look exactly like the corals and clams as they appear in our systems, but with digital technology and the vast array of lighting in different tanks it is impossible to guarantee an exact match. Most of our livestock is sold with WYSIWYG photos - What You See Is What You Get. This means that the item photographed is the item that will be sent to you and represents the item as it appeared in our systems as accurately as possible at the time the photo was taken. Corals do grow and colors can shift over time so again, we are not able to offer an exact color match in your system even with WYSIWYG photos.
5.  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.
6.  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.  Pickup locations must offer AM pickup and your order must be picked up both within two hours of when it is made available at the location, and before 12 noon, for our guarantee to remain in effect.
7.  If you are issued a credit for a loss you have the following options: Replacement, Store Credit or Refund. Replacements and store credits expire one year from date of issue. We will only ship replacements/credits one time. In the unlikely event of a problem with reshipped items, we are not able to offer replacement or credit a second time. Shipping is charged on all orders including replacements.
8.   Seahorses from our breeder Alyssa are covered by our live arrival guarantee. In the unlikely event of a problem, they will only be eligible for a replacement seahorse or refund on DOA.   They are not eligible for general livestock credits to be applied towards other livestock on our website.   General livestock credits may not be applied towards seahorse purchases. Due to strict quarantine procedures we do not accept returns on seahorses.
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 DO NOT OFFER ANY GUARANTEE FOR ITEMS PURCHASED AT OUR RETAIL STORE OR AT FRAG SWAPS BECAUSE YOU HAVE THE OPPORTUNITY TO EXAMINE ALL STOCK IN PERSON AT THOSE LOCATIONS AND WE HAVE NO RESPONSIBILITY FOR HOW LIVESTOCK IS HANDLED AFTER IT LEAVES OUR TANKS.
Wholesale orders are not covered by any guarantee.
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 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.
By placing an order you automatically agree to these terms and conditions.