Live Arrival Guarantee

Every coral leaves here alive, photographed and packed by hand. Shipping is still shipping, so this page explains exactly what we cover, what we need from you, and what falls outside the guarantee. Read it before you order, not after.

What is covered

• Any coral, anemone or invertebrate that arrives dead, or that is so damaged on arrival that it is not expected to recover.
• A box that arrives frozen or cooked because of a carrier delay, as long as the delivery was accepted on the first attempt.
• Losses reported within 2 hours of the delivery scan, with the photos described below.

What we need from you

1. Photograph the box before you open it. One clear photo showing the outside of the box and the shipping label.
2. Photograph the animal inside the sealed bag. The bag must still be closed, with water in it, and the coral visible. A photo of a coral already floating in your tank cannot be evaluated.
3. Open the claim within 2 hours of delivery from your account, or by email if you checked out as a guest. The clock starts at the carrier delivery scan, not when you get home.
4. Tell us your temperature and salinity readings at the time of arrival. It helps us and it is often the first thing that explains the loss.

Bags stay sealed until the photos are taken. That single rule is what lets us stand behind a piece we can no longer see.

What is not covered

• A delivery that was refused, rescheduled, or left waiting because nobody was home. Live animals do not survive a second night in a truck.
• An address that was entered incorrectly at checkout, or a delivery to a location the carrier will not service overnight.
• A third delivery attempt of any kind.
• Losses discovered after the 2 hour window, or reported without the sealed bag photo.
• Slow decline over the following days or weeks. Acclimation, lighting, alkalinity swings, pests and tankmates are outside anything we can verify, so they cannot be covered honestly.
• Anemones that were shipped after you asked us to send them despite a weather hold we recommended.

How a claim is resolved

Approved claims are resolved as store credit for the value of the lost animal, issued to your account, with no expiration. We do not reship a single frag on its own, because a second overnight box carries the same risk that caused the first loss. Credit lets you add the replacement to your next order where it travels with the rest of the box.

Shipping charges are not credited unless the entire box was lost. Most claims are reviewed the same business day.

Weather

If the forecast on either end reads under 32F or over 95F, we may hold your order and write to you first. A voluntary hold protects the animal and it protects the guarantee. If you ask us to ship anyway into a temperature we flagged, the guarantee does not apply to that box, and we will say so in writing before we pack it.