We guarantee live arrival. In the unlikely event something arrives dead (DOA), here’s how we make it right.
How to file a DOA claim
- Notify us within 2 hours of UPS delivery, or within 2 hours of picking up a held package.
- Take clear photos of each specimen in the bag and out of the bag.
- Take a group photo of all DOA items out of the bag on a white background, with the arrival date written on a piece of paper next to them.
- Email the photos to info@coralnerd.com. Don’t discard anything until we’ve resolved your claim.
Once we receive your photos, we’ll send replacements with a future order or issue store credit. Refunds are not given, and shipping isn’t covered for replacement shipments.
Conditions
- Someone must be available to receive the delivery. If you pick up at a UPS location, pick up within 2 hours of availability. Otherwise the guarantee is void.
- Refused orders forfeit all credit and DOA coverage.
- We can’t be held responsible for carrier or weather delays, or for incorrect addresses.
- We can’t guarantee that a replacement for the same coral or fish will be available.
- By purchasing, you agree not to file a dispute or chargeback for anything these terms cover.
Not covered
- Angelfish in sizes large, XL and jumbo
- All rays
- Horn sharks and smooth-hound sharks
- Medium and large puffers
- Anglers and frogfish
- Expert-only items
- Giveaway and free items
Expert-only and unconditioned items: we guarantee live arrival only. Losses after acclimation, or later than 2 hours after arrival, aren’t covered, because these specimens are more delicate and more easily stressed by shipping and acclimation.
A note on corals
Corals are often stressed by shipping. Their color may look slightly different at first, or their polyps may stay closed for a while, so give them time to acclimate. Dead corals have bare or peeling tissue, a rotten smell, and sometimes turn white.
Cancellations and returns
Cancellations carry a 10% restocking charge. All sales are final and we don’t accept returns, but we want you to be happy with your purchase: if you’re not satisfied, contact us and we’ll work with you.