Refund policy
Returns, Refunds & Guarantee Policy
Livestock & Live Sales
- Final Sale Policy: Because our livestock specimens including individual WYSIWYG frags and colony selections are living animals, we do not accept returns on any delivered or picked up livestock. All live animal sales are strictly final once shipped or collected.
- Pre-Shipment Cancellations: If you need to cancel a livestock order before it has been packed or dispatched, you may choose between a 100% store credit valid for 12 months or a cash / original payment refund minus a 25% restocking fee.
- Live Sale Events: Purchases made during special live sale events are final and cannot be modified, canceled, or combined with store credits, gift cards, or promotional discounts.
Arrive Alive & Health Guarantee
- Our Commitment: We meticulously raise, condition, and inspect our corals to ensure they arrive ready to thrive in your display.
- Reporting a Loss: If an item arrives deceased (DOA), you must notify our team via email within 2 hours of the official carrier-recorded delivery timestamp.
- Photo Documentation: Clear photographs of the affected specimen must be provided both inside the sealed original bag (with the seal clearly intact) and removed from the bag. Please retain the specimen until you have spoken with our support team in case secondary images are requested.
- Delivery Requirements: The recipient must be present to accept delivery on the first attempt, and packages should be brought indoors promptly to prevent environmental stress. Missed initial delivery attempts will void all DOA coverage.
- Resolution: Verified DOA claims will be fully covered via a replacement specimen or store credit toward a future purchase (original shipping fees are non-refundable).
Dry Goods Returns
- Unused & Unopened Items: We accept returns for eligible, unopened, and unused dry goods within 30 days of purchase, subject to prior authorization via email.
- Condition & Shipping: Returned items must be in their original packaging and free from exposure to water. Customers are responsible for return shipping costs, and original shipping fees are non-refundable. Approved refunds are processed after item inspection and may incur a restocking fee (25%) if applicable.
- Non-Returnable Dry Goods: Used items, clearance goods, opened-box items, live foods, liquids with expiration dates within 60 days, aquariums, sand, salt, rock, and special-order merchandise are final sale.
- Shipping Damage: If a dry goods item arrives damaged due to transit, please inspect your package immediately upon delivery and contact us within 3 business days with photographic proof of the damage so we can arrange a replacement.
For any questions, concerns, or assistance regarding an active order, please reach out to our team by email!