Return Policy
Our Commitment to You
At Reefer Valley Corals, we take great pride in the health and quality of every coral and reef livestock we ship. Because we deal in live animals, our return policy is designed to be fair while reflecting the unique challenges of shipping live marine life.
Dead on Arrival (DOA) Guarantee
We guarantee all livestock to arrive alive. If your order arrives with a DOA item, we will offer a replacement, store credit, or refund — your choice.
To file a DOA claim, you must:
- Contact us within 2 hours of the delivery confirmation timestamp.
- Provide clear photo or video evidence of the deceased animal still in the unopened bag or immediately upon opening.
- Email your claim to us with your order number and photos/videos attached.
No Physical Returns on Live Animals
Due to the stress of shipping and the risk of further harm, we do not accept physical returns of live corals or reef livestock. All claims are handled through our DOA guarantee process above.
Exclusions
Our DOA guarantee does not cover losses resulting from:
- Carrier delays beyond our control (weather holds, missed scans, etc.)
- Incorrect or undeliverable shipping addresses provided at checkout
- Refusal or failure to receive the package on the first delivery attempt
- Improper acclimation or incompatible tank parameters
- Failure to use optional heat/cold packs during extreme weather conditions
Temperature & Packaging
We strongly recommend adding a heat or cold pack to your order during extreme weather conditions. Losses due to temperature-related issues without the appropriate add-on are not covered under our guarantee.
Contact Us
If you have any questions about your order or need to file a claim, please reach out to us as soon as possible. We're here to help and want every reefer to have a great experience with Reefer Valley Corals.