Arrive Alive Guarantee!
We back up our commitment to excellent customer service & healthy aquatic life by providing you with a 24 hour live arrival guarantee. We pride ourselves in selecting and shipping only the healthiest animals available.
All live orders are double or triple bagged and filled with oxygen. They are then carefully packed in Styrofoam boxes along with heat or cold packs depending on current weather conditions. We then ship all live items overnight to assure they arrive safely at your door.
In order to insure that your new animals arrive healthy and stay that way it is critical and required that you follow our detailed acclimation procedure! We have found it to be the single most important step in insuring that your new animals survive the transition into there new environment. Most deaths can be attributed to rushing this procedure and introducing your new arrivals to your tank to quickly. As long as you follow our acclimation procedure and your water quality is within the guidelines set below we will credit your next order for the amount of any livestock lost.
Arrive Alive Guarantee: Terms and Conditions
The following Terms and Conditions must be met in order to qualify for our guarantee:
1. You must be home to accept the package at the time of delivery or the guarantee is void. (Please remember that all packages have computerized tracking to verify the time of delivery.)
2. We have found proper acclimation to be the single most important step in insuring that your new animals survive the transition into there new environment. acclimation procedure
3. If you are not home to receive the delivery or if a delivery is refused for any reason, you will be held liable for the full cost of the invoice plus return freight charges.
4. Proper water conditions are crucial. They must be as follows: Ammonia: 0 ppm, Nitrites: 0 ppm, Nitrates: 0 to 10 ppm, pH: 8.0 to 8.4 and specific gravity: 1.022 - 1.026. A sample will be required along with the returned specimen.
5. If you have a loss you must notify us within 2 hours of delivery! We will ask that you return the specimen along with a water sample. As long as your water is within the guidelines we will credit your next order for the amount of the specimen price only (not freight).
You must be able to sign for package by delivery or the guarantee is void. If you are unable to sign, and the package is left by your door, the gurantee is also void since we can't be sure what time the livestock were acclimated. If ther package is held at a hold station, it must be picked up by 10:30am.
If a coral shows drastic recession (upon our approval) or dies within the time allowed, we will issue a store credit (we do not offer refunds) for the purchase price of the items recieved. The customer is responsible for paying shipping/box charges to send replacement. If you recieved free shipping on your order and we are sending replacements, you are responsible for paying the new shipping fees.