Policies & Guarantees
We strive to earn your business by providing you with the best selection of competitively-priced corals and livestock available online, exceptional customer service, and by being honest and fair in everything we do. Please read this page to learn more about our policies and livestock guarantee.
7-Day Corals Guarantee
We take great care to ensure that every coral or other livestock item you see on our site is as healthy as possible. We use only the highest quality shipping materials and strict packing procedures to help ensure that your new livestock arrives at your tank
in excellent condition.
We guarantee that livestock will arrive alive and remain alive for at least 7 days, with the exception of Acropora Colonies, we only guarantee "Arrival Alive" for them.If you experience an unfortunate loss within 7 days of receiving any coral, we will gladly issue you a store credit that can be applied toward any future order. To be fair to both parties, the following Terms and Conditions apply to our livestock guarantee:
1. You will receive store credit for the exact amount of the livestock lost during the guarantee period, which can be applied toward any future order. We do not issue credit card refunds.
2. To receive credit for an item, the livestock in question must actually be dead. A coral that has lost some of its color is not considered dead, as this is a normal occurrence with some corals due to shipping stress, etc.
3. You must report any losses to us within 24 hours via email at reefexclusive@gmail.com and include a picture of the dead coral. If you do not have a digital camera, we may ask you to mail back the deceased animal.
4. You or someone else must sign for the delivery of your shipment on the first delivery attempt; otherwise, our guarantee will be voided. We simply cannot guarantee livestock that is not delivered on the first attempt. You will receive a UPS tracking number by email as soon as the label is generated. You can track the package throughout the shipping process; if for any reason your package does not arrive by 10:30 AM or is delayed, you MUST contact us ASAP so we can get in touch with a UPS representative directly; failure to do this will void any guarantee.
5. Store credit will be in the amount you paid for the item and cannot be used on sale items or towards free shipping.
6. We ship via UPS Priority Overnight mail, meaning all shipments are guaranteed to arrive by 10:30 AM - 12:00 PM. If not, you should use the tracking number provided to track the package and verify its status. It may simply be delayed, but please contact us immediately if tracking indicates any problems with your shipment (lost, undeliverable, etc.).
7. Under no circumstances should you refuse a shipment. If a shipment is late, leaking, appears damaged, etc., you must still accept delivery on the first delivery attempt; otherwise, our guarantee is voided. Our guarantee protects you from losses due to late delivery, damage, etc., but only if you accept delivery on the first attempt. There are NO exceptions to this policy.
8. For your guarantee to be valid, your tank must be fully cycled, and you must adequately acclimate all livestock. You can find proper acclimation procedures on our site.
Miscellaneous Order Problems
If a coral appears to be in worse condition than when we photographed it, we will not ship it to you.
If there are any issues with your order, we will attempt to contact you immediately by phone and/or email if time allows. If it's an issue with a specific coral, we will offer a comparable coral instead.
We do not make substitutions without your approval, so if we are unable to reach you, we will proceed to ship the rest of your order. We will then issue you a store credit for the applicable amount.
Coral Photos
All coral photos are taken under some of the best lighting in the industry. We personally use Orphek Icon and capture the photos with a Nikon DSLR digital camera. Our photos are the most accurate representation we can achieve, accurately depicting how the coral looks under our lighting in our photo tanks. We photograph all corals from a top-down view at a depth of 3 or 4 inches of water. We do not "photoshop" our corals.