What is your Arrive Alive Guarantee?
I guarantee that your corals will arrive alive. In the rare event of a dead-on-arrival (DOA), I will either refund your money for the DOA pieces or re-ship replacements to you at no charge. However, in order for this guarantee to be valid:
- You must be present to receive the package on the first delivery attempt and you will need to provide a picture of the DOA coral within 1 hour of package arrival.
*The reason for the 1-hour window for reporting DOA frags is because it ensures that the package was received and the contents were inspected by you in a timely manner. Since I coordinate a shipping date with you, 1 hour should be plenty of time.
What is your Stay Alive Guarantee?
If you contact me within the 1st hour of of the package arrival to tell me everything is okay, I will extend the guarantee for 4 days.
- I will issue store credit for any piece that you lose within the first 4 days if you provide a satisfactory picture of the dead coral, however it must still be mounted on the original frag plug.
- If you have not contacted me within the first hour of delivery, this extended guarantee is not valid.
Is it safe to postpone dipping of my new specimens?
Yes I take coral quarantine very seriously! I have a rigorous coral quarantine method which includes two quarantine tanks and thorough inspection throughout the entire process. The corals that enter the main system, i.e. the pieces that I sell, are clean. Although it would be unrealistic for anyone guarantee that their corals are 100% parasite free, it is reasonable to say that there is a less than 1% chance that any coral that arrives to your door from me will have Acropora eating flatworms or nudibranchs and pretty much zero chance of having red bugs. Experienced hobbyists know that dipping alone is far from reliable, so dipping a stressed out coral that came from any trusted source, like me, will cause additional and unnecessary stress.
Placing your new arrivals in a separate quarantine system is the standard, but I know it’s not always practical to keep a quarantine tank. With that said, there are ways of isolating your new arrivals if you don’t have a quarantine tank. Check out the article posted here for coral quarantine tips and recommendations.
What if my package is delayed?
In contrast to most vendors and private sellers, if the package is significantly delayed due to weather or other incidents out of our control which results in coral deaths, I take responsibility and will ship out replacements at no cost to you (if the entire order or most of the order was DOA) or I will issue a refund/store credit for the DOA pieces.
Shipping costs are non-refundable, but as stated above, any delays due to FedEx or weather that results in DOA of the entire order, I will ship out a replacement order at no additional cost to you.
Please don’t hesitate to contact me at email@example.com if you have any questions.