Reef Exclusive ensures that all of our animals are delivered in good condition. If, for any reason, the animal arrives dead (DOA), the buyer may expect a replacement animal of their choice, up to the amount paid.
DOAs will be replaced on the next order placed by customer. If the specimen cannot be replaced a credit will be issued in its place and can be used for a similar item.
DOA claims are reviewed at the discretion of Reef Exclusive management. We may ask for further information, i.e. temperature inside the box, time of arrival vs. time of pick up, etc.
The DOA warranty does not include shipping costs.
To get a Guarantee
It is necessary to send a photo of an unopened bag, and then a dead animal on a light background, no later than 2 hours from the moment of receipt of the cargo (as posted by UPS). That is, 2 frames for each lost position. Additionally, you can send a 30-second video.
Please remember to provide your order number.
Also include a detailed statement of the condition of the deceased Livestock at the time of arrival.
If your loss occurs outside of our store hours, just make sure it's reported immediately via e-mail.
The date appearing on your loss notification e-mail will validate your compliance with our guarantee policy.
To claim our warranty, please describe your DOA situation in detail, attach a photo and/or video and send this information to our email
Give us time to process your application after it has been submitted. We will respond back to you within 48 Hours to either issue a Guarantee Authorization or contact you with any questions. Once you have received a Guarantee Authorization, no further action is required by you.
What criteria will void my DOA Claim?
If the photo is sent later than the deadline, the claim will not be considered and the replacement will be refused.
Guarantee requests cannot be processed without the picture.
Trying to return the marine life, refusing the marine life, ignoring or forgetting it is there, or in any way jeopardizing the marine life’s health will void all guarantees.
The warranty will be void if the morning temperature is above 90F or below 13F and you choose to deliver a live item anyway. While we will ship heated or ice packs if necessary, we cannot guarantee that these measures will adequately handle such extreme temperatures.
If you are not present at the first attempt to deliver an order and it is delivered more than 24 hours in transit, this DOA warranty will be void.
If the delivery address is the carrier's home, your shipment must be received before the end of the day of arrival, otherwise the DOA warranty will be void.
If an invalid or incorrect address is entered resulting in the death of the ordered livestock, this DOA guarantee will be void.