Reef Chasers Livestock Guarantee

REEF CHASERS INDUSTRY-LEADING LIVESTOCK GUARANTEE

• We offer a minimum 5-Day Guarantee on all Coral Specimens.
• We offer a minimum 5-Day guarantee on all standard Fish Specimens.
• We offer an EXTENDED 7 DAY GUARANTEE on our Salty Lagoon (Quarantined) Specimens and any RC Aqua-cultured Coral Specimens which will be tagged as "RC" in the product NAME
• We offer a DOA Guarantee only on 'Expert Care' Specimens, Anemones, Clams, Snails, and other inverts
• Expert Care specimens are few and far between and will be marked clearly in the product description

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 have an industry leading 5 day Livestock Guarantee (or up to 7 days when purchasing quarantined fish from our Salty Lagoon system or RC Aquacultured Coral Frags) 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.

Livestock Issued Store Credit Cannot be used for Hardware, Dry Goods, or Aquariums/Equipment.

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 $49.99 for Shipping or in some cases free it is often the case that livestock packages cost $70-$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 $250.00 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 5 days, up to 7 days), and you share the risk of livestock shipping costs in the event of a DOA. 

We do not issue credits for shipping costs and store credit can never be used towards shipping costs.

VALID REASONS FOR CREDIT

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

STORE CREDIT DOES NOT COUNT TOWARDS FREE SHIPPING AND CAN NEVER BE USED FOR SHIPPING CHARGES.

IF YOUR STORE CREDIT IS FOR $100.00  you will need to spend $300.00 in order to be eligible for free shipping on your next shipment in order to meet the $250.00 spend threshold. Store credit cannot ever be used to cover shipping charges. Shipping Charges are assessed by the courier and paid to the courier. 

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

We have had issues in the past with lost information and correspondence for credits dating over 12 months. We feel it is best to set a reasonable limit on the time frame for which a store credit can be redeemed and we feel that 6 months is enough time for our customers to make use of their credit.

STORE CREDIT CANNOT BE USED DURING OUR SALE EVENTS

It is very very tight margins during our online sale events as we are often offering steep discounts in excess of 30% -- this coupled with people waiting until a big sale to spend credits earned outside of a sale has led to some unfortunate situations for our business. Because of this, we are putting a firm policy in place that store credit cannot be redeemed during a sale event. If you feel that you should still be able to use yours due to some extenuating circumstances, you may contact us via phone or email and we can discuss it.

STORE CREDIT CANNOT BE USED FOR ANYTHING OTHER THAN LIVESTOCK.
We also sell hardware such as aquariums, lighting, pumps etc. We also are now selling foods dry/frozen/refrigerated. Store credit is never issued for these items (we handled those with standard refunds/returns) and as such store credit can never be redeemed for these products. 

 

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!