All of our livestock is shipped in heavy-duty 4 mil bags, or in some cases sealed, hard-plastic specimen containers. We use premium insulated coolers along with heat/cold packs and make the necessary adjustments based on weather conditions at the destination. All livestock are packaged to survive up to 2 days of transit time (in event of shipping delays). If a package is delayed more than 2 days, it is unlikely that livestock will survive.
When you complete a purchase with Reef Chasers, custodial responsibility for the livestock passes to you upon delivery of the shipment to the shipping courier as from that point it is out of our hands.
Reef Chasers guarantees healthy arrival of all livestock for up to 48 hours after receipt of shipment. Your livestock is guaranteed to arrive alive and stay that way through-out it's acclimation. In the unfortunate event of a loss of livestock you will receive a store credit issued for it's value. There are no cash refunds. We only require a clear photograph of the deceased specimen emailed to firstname.lastname@example.org within 48 hours of receipt of delivery. Please be advised we cannot issue credit for shipping costs under any circumstances. Small orders are shipped as a courtesy and we encourage our customers to take advantage of our free-shipping threshold of $249 or more where you will not need to worry at all about shipping costs.
Credit for shipping costs MAY be issued but only on a case-by-case basis. The only time in which a credit for a shipping cost will be issued is in the event of a total loss of order (all livestock DOA) or in the rare case of an incorrect shipment. In these unfortunate events, you will receive a credit for the shipping cost as well.
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). "I do not like the color of this coral under my lights" is not a valid reason to demand a credit or refund. These are live animals, and as such we implore every customer to do their research fully before completing a purchase. We do our best to get the most accurate coloration possible for our website photography, at the end of the day we want happy repeat customers so it is in our best interest to advertise these products in the most accurate ways possible. This is a difficult and imperfect task due to the nature of the Aquarium lighting as well as the under-water nature of the livestock being photographed.