Guarantee

For information about shipping, click here.

For information about our store policies, click here.

Live Arrival Guarantee

Here at Aquatic Collection, we believe in our methods and products. We now offer a live arrival guarantee on all of our corals and invertebrates, unless otherwise noted. We will guarantee that all of our corals and invertebrates will make it to your door alive and kicking. But because shipping live animals carries inherent risks, you must comply with the following rules and restrictions:

NOTE: If you are experiencing extreme weather conditions (below 45 degrees or above 85 degrees), we will require your order to be shipped and picked up at your local FedEx staffed location (must be an express hold at location) to be eligible for our live arrival guarantees.

1. We must receive an email within 3 hours of the delivery time.

• The delivery time will be based on the tracking information and the email time sent will be judged on the email timestamp.

2. The package must be delivered via signature release on the first attempt.

• If you miss the first delivery attempt the package may be delayed another 24 hours. This extra transit time will put extra unnecessary stress on the animals. Please make arrangements to be available or have the package shipped to a location where someone is able to sign for it. We can also have the package held at a FedEx staffed location for you. Please read below for more information on FedEx hold for pickup.

3. We must receive clear concise pictures that show the dead animal. The more pictures you show us, the better.

• The pictures you show us are your evidence to support your claim. They are our "eyes" and must decisively show that the animal is dead and not just damaged or stressed. A dead coral will be defined by over 60% receding tissue or skeleton showing.

4. Damaged corals (branches that broke off or cracked pieces) are not covered by our live arrival guarantee.

• Because we have no control over the package after it leaves our hands, we are not responsible for broken or cracked corals due is mishandling. In our experience, FedEx has the best reputation for handling fragile packages.

5. Color loss or stressed animals are not covered by our live arrival guarantee.

• Along with the inherent risks that come with shipping live animals, most animals will show some degree of stress from shipping. Sometimes this can cause color shifts or some tissue retraction, but this is somewhat normal and corals are notorious for changing colors frequently. Your coral should regain its original color with some time and TLC.

Our live arrival guarantee is designed to protect you, the customer. Though it may seem long winded and convoluted, it allows us to filter out fallacious claims and in turn keep our prices competitive. We judge each claim case by case, and there are many factors that can effect our decision.

Eligible claims will receive store credit (we cannot refund credit cards) in the original amount paid for each eligible item not including shipping and tax. Orders purchased with our free shipping promotion will be credited the price of the item minus the actual shipping and handling charges. Store credit expires 21 days from the date issued.

5 Day Guarantee

All of our Premier corals have an extended 5 day guarantee on them. This 5 day guarantee extends our live arrival guarantee to 5 days after the delivery day. In addition to all the rules and regulations for our live arrival guarantee, we may require a water sample and return of the dead animal. In the event that you lose a Premier coral during the 5 day guarantee period, we will replace the coral on your next order.

FedEx Delayed Packages

In the case of that your package was delayed (not caused by weather or mechanical failure) or severely damaged due to FedEx's negligence, you must comply with these terms and conditions to receive any compensation:

1. Contact us via email by 9:00PM if you have not received your package; make sure to include the following information:
   • Confirmation number
   • Tracking number
   • A phone number where you can be reached.
2. Accept the package no matter what condition it is in when it arrives.
3. Keep all the contents of the package.
   • Do not throw anything away.
   • Open the box to check if for any survivors.
   • Only save those animals that you are 100% sure that they will make it; otherwise, leave them in the original packaging. You will not receive credit on any pieces that are missing.
4. Provide a follow up email within 12 hours after you received the package, make sure to include your confirmation number, tracking number, and contact information.

You will be given back full credit, including all shipping and handling charges on your next purchase. All credit will expire after 30 days.