USPS Ground Advantage – Flat $5 Charge for all orders (Optional Fedex 2-Day $15 Flat Charge)
Free Shipping on orders over $79!
Shipping Schedule: We ship Monday through Friday. Standard handling times are 1 to 3 days.
RETURNS:
Standard Returns (Changed Mind/Unused)
Window: Returns are accepted within 30 days of delivery.
Condition: Items must be in like-new condition. This means no cracks, deep scratches, modifications, or signs of heavy wear. We aren’t picky about the original bag or box, but the item itself needs to be intact.
Restocking Fee: If an item is returned and found to be used, modified, or not in original packaging, a restocking fee of 20% to 50% will be deducted from the refund, or the return may be rejected entirely, at our discretion.
Shipping: The buyer is responsible for all return shipping costs. The original shipping cost is non-refundable.
Damaged on Arrival (Shipping Damage)
Reporting Window: If a dry good arrives damaged, you must report it within 48 hours of delivery.
Required Proof: You must provide clear photos of the damaged item and the original shipping box. We cannot process damage claims without photos of the packaging.
Resolution: Upon verification, we will provide a replacement at no cost to you or a full refund.
Macro Algae, Snails, Live Rock and Sand
SHIPPING:
USPS Ground Advantage ($5) or Fedex 2-Day ($15) – Product dependent, see shipping total in cart.
Free Shipping on orders over $79!
Shipping Schedule: We ship Monday through Wednesday to prevent the package from sitting in a warehouse over the weekend. (Orders placed after 10:00 AM EST Wednesday generally ship the following Monday).
DOA (Dead on Arrival) GUARANTEE:
Macro Algae – If the algae arrives “melted” or black, please take a clear photo of the algae within 2 hours of delivery. One more FREE delivery attempt will be made OR a refund will be issued less shipping charge.
Snails – If snails arrive DOA please take a picture within 2 hours of package receipt. One more FREE delivery attempt will be made OR a refund will be issued less shipping charge. Extras are included for occasional DOAs.
Live sand and Rock – There is no “DOA” guarantee on live rock and sand. Live rock and sand will remain biologically active in most cases.
RETURNS NOT ACCEPTED FOR LIVESTOCK
ACCLIMATION:
Float the sealed bag for 20-30 minutes to temperature match. Gently place in your tank. Do not add the bag water to your tank. Wash hands after handling.
Live Corals
SHIPPING:
UPS Overnight – Flat $50 Charge for all orders (Lower 48 States only)
Free Shipping offer does not apply to overnight orders
Shipping Schedule: We ship Monday through Wednesday (Orders placed after 10:00 AM EST Wednesday generally ship the following Monday).
DOA (Dead on Arrival) GUARANTEE:
We guarantee that all live corals will arrive alive and healthy. Because livestock is highly sensitive to temperature and transit stress, this guarantee is strictly contingent on the following conditions:
You must be present to receive the package on the first delivery attempt. If the package is left outside in the elements, returned to the hub, or if the delivery is missed for any reason, the Live Arrival Guarantee is completely void.
If a coral arrives dead, you must email clear digital photographs of the dead specimen within one (1) hour of the carrier’s officially posted delivery timestamp. -Submit at least one clear photo of the coral inside the original, unopened shipping bag. -Do not discard the coral or the packaging until you receive confirmation from us. We may request a follow-up photo of the coral out of the water or under white lighting to verify the claim.
Carrier Delays We are not responsible for mechanical failures, weather interruptions, or routing errors caused by the shipping carrier. Losses strictly resulting from carrier delays are not covered under this DOA policy. An attempt will be made to refund the customer shipping fees after a sucessful claim with UPS, but is not guaranteed.
Claim Resolution Once a DOA claim is verified and approved you will recieve a refund for the purchase price of the dead livestock. Shipping charges are non-refundable.
RETURNS NOT ACCEPTED FOR LIVESTOCK
ACCLIMATION:
Temperature Acclimation Float the sealed bag in your aquarium or sump for 15 to 20 minutes to let the water temperatures equalize. Do not open the bag during this step.
Water Acclimation Transfer the coral and its shipping water into a small, clean container. Slowly introduce your tank water into the container. You can do this by adding roughly 1/2 cup of tank water every 5 minutes for 30 minutes, or by setting up a drip line at 1 to 2 drips per second for 30 to 45 minutes.
Pest Prevention (Coral Dip) We highly recommend dipping all incoming corals. Treat the coral in a separate container with a standard commercial reef dip (such as Coral Rx or Revive) according to the manufacturer’s directions. Rinse the coral thoroughly in clean tank water before placing it in your system.
Placement & Light Acclimation New arrivals are susceptible to light shock. Place the coral on the sandbed or a low frag rack under moderate flow and dimmed lighting. Over the course of 5 to 7 days, gradually move the coral upward to its permanent location.
