Reef Chasers Livestock Guarantee

REEF CHASERS LIVESTOCK GUARANTEE

• Minimum 72 Hour Guarantee on all Live Animals provided on time delivery of the package.
• This guarantee does not cover shipping costs, if any were incurred by the customer.
• This guarantee is voided in the event of any shipping delay or lost package.
  
  WITH REEF PROTECT
  
• Customer may choose REEF PROTECT Shipping Guard during checkout for an additional 5% fee (minimum fee $10)
• REEF PROTECT Extends the Livestock Guarantee time to 7 days. 
• REEF PROTECT will keep the guarantee in effect, even in the event of a delayed shipment or a lost package.
• REEF PROTECT will cover any shipping costs paid by the customer with store credit in the event of a loss of half or more of the livestock shipment.
  
  WITHOUT REEF PROTECT
• Shipping delays and losses related to delays are not covered at all
• Reship expenses are the responsibility of the customer. 
• Our Standard 72 Hour Live Arrival Guarantee remains in effect for all shipments but is voided for delayed shipments.
  
  We encourage all customers to purchase REEF PROTECT for the ultimate coverage.

PLEASE EMAIL PHOTOS OF THE DECEASED SPECIMENS TO SUPPORT@REEFCHASERS.COM WITHIN THE GUARANTEE WINDOW FOLLOWING THE INSTRUCTIONS BELOW.

• PLEASE TAKE PHOTOS OF DECEASED FISH ON A WHITE BACKGROUND OUTSIDE OF THE AQUARIUM
  Fish can look lethargic or even dead when first receiving and while still in the shipping bag. This step will insure the fish is actually dead. We have received 'false alarm' reports of fish-still-in-bag numerous times so trust us this is an important step. 

• PLEASE TAKE PHOTOS OF DECEASED/DYING CORAL WHEN THEY ARE IN THE AQUARIUM 
  It is easiest for us to assess the health of a coral from a photograph when it is in the water.

• DO NOT SEND US CORAL UNDER BLUES. 
  Please change your lighting to white spectrum before photo-taking. Blue light makes it impossible to see anything unless you are using an appropriate coral camera lens filter (which would be fine as well).

• DO NOT SEND US CORAL PICTURES OUTSIDE OF THE AQUARIUM 
  Polyps close and flesh retracts when a coral is outside of an aquarium, it would make it hard to distinguish dead from alive. Corals are under shipping stress when you first receive them so it is important to place in the aquarium quickly.

• DO NOT SEND US CORAL PICTURES IN THE SHIPPING BAGS
  The bag makes it difficult to see. Certain corals notoriously dirty the shipping water and/or have pungent smells. Although these issues may certainly be cause for concern, please put the specimen inside your aquarium to give it the best chance for survival. You will need to anyways to send us the picture that we require for your claim.

 

Reef Chasers offers STORE CREDIT ONLY and does not accept livestock returns under any circumstances. As we are unable to accept returns we are also unable to offer any cash refunds under any circumstances. We offer up to 72 hours of free DOA Protection which covers you with store credit for the value of the livestock lost in the unfortunate event of a DOA. The store credit will be for the value of the livestock lost only and not the shipping charges if any were included.  We do not issue credits for shipping costs and store credit can never be applied towards shipping costs. If the customer chooses shipping protection at checkout than the cost of the re-shipping is also covered by store credit.

Livestock Issued Store Credit can only be used on Livestock.

ALL LIVESTOCK SALES ARE FINAL!
We do not accept order cancellations. In the rare circumstance where a cancellation request is approved, a 10% restocking fee will always be assessed. 

WHY DO YOU ONLY OFFER STORE CREDIT?

Even though we only charge $34.99-$49.99 for Shipping or in some cases free it is often the case that livestock packages cost $60-$80 (or more) to ship. They must be shipped in an insulated cooler box using heat or ice packs and can be sent only via next day over-night. The boxes and materials alone cost over $10.00 so please remember that we ship smaller orders as a courtesy but shipping livestock is very expensive and as such we encourage our customers to take advantage of our FREE SHIP on orders of $299.00 or more. 

There is a risk associated with shipping live animals and due to the cost of shipping that risk is shared between both Reef Chaser's and the customer.  We share the risk by guaranteeing you store credit for any DOA fish/corals you may receive (minimum 48 hours), and you share the risk of livestock shipping costs in the event of a DOA. You may opt in for additional shipping protection if you want your shipping costs also to be covered by store credit.

We do not issue credits for shipping costs and store credit can never be used towards shipping costs. Unless the customer chooses to buy shipping protection.

VALID REASONS FOR CREDIT

•      Livestock is DOA or Dies within Guarantee 
•      Livestock Order is wrong item
•      Livestock Order delayed/never arrived

STORE CREDIT MUST BE USED WITHIN 6 MONTHS OF THE DATE ISSUED

STORE CREDIT CANNOT BE USED DURING OUR SALE EVENTS UNLESS IT WAS ISSUED DURING A SALE EVENT

STORE CREDIT CANNOT BE USED FOR ANYTHING OTHER THAN LIVESTOCK.

 

In order to claim a DOA for Corals you MUST put the corals into your reef tank as SOON as they arrive. DO NOT DELAY. At times corals may look stressed (or even dead) upon receipt of shipment, this is often not the case. If acclimated quickly into a reef environment many corals will acclimate and recover within 24 hours and begin opening up and extending their polyps. Do not assume the coral is dead or assume you will be given a credit if you do not follow these instructions. We allow a 5 day minimum guarantee window for a reason and it is to give you time to fully assess the specimens health. Do not feel the need to rush during the first hour of receipt. 

We do not ever issue credits or refunds on the basis of "Coloration"

We fully cover our photography practices here: Reef Chasers Photography Policy. We take our photos under 20K ACTINIC Reef Lighting using a Nikon Z7II Mirrorless Camera. Different aquariums may have different lighting and so coloration of a coral may vary (for example, under natural lighting). General complaints about coloration are not a valid reason for a DOA Claim. Corals & Fish will tend to lose some color during shipping and will re-gain it quickly under optimal conditions.

We never issue credits or refunds based on size
All Listings of size are APPROXIMATE. A fish listed as approximately 10" may be between 8" and 12", depending on measurement method, whether or not tail or streamers are included, etc. but as a matter of course we always aim for accuracy of +- 10% of the listing. A fish listed as approx 2" could be between 1.5" and 2.5". A Coral listed as a 1" frag will be on a 1" plug, it may be only half the plug, or it may be fully encrusted. Corals grow over time, so listings tend to grow from the initial point of listing to the point of purchase.

Most of our policies are industry standard and must be in place in order to continue to provide our customer's with the amazing livestock we have become known for. Any questions or concerns can be emailed to support@reefchasers.com and we will get back to you soon!