Although we cover much in this article, you can read more about our Refunds & Returns Policy Here.
REEF CHASERS LIVESTOCK GUARANTEES
  • We offer a 48 Hour Livestock Guarantee on all Coral Specimens.
  • We offer a 48 hour guarantee on all standard Fish Specimens.
  • We offer a DOA Guarantee only on 'Expert Care' Fish Specimens.
  • We offer a 7 DAY GUARANTEE on our Salty Lagoon (Quarantined) fish Specimens!
Reef Chasers guarantees healthy arrival of all livestock for up to 48 hours after receipt of shipment and in some cases up to 7 days! 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 the livestock's value. There are no cash refunds. We offer STORE CREDIT ONLY and do not accept any livestock returns under any circumstances. The store credit will be for the value of the livestock lost only and not the shipping charges if any were included. 
WHY DO YOU ONLY OFFER STORE CREDIT?
Even though we only charge $29.99 - $39.99 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 mail. The boxes and materials alone cost ~$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 $150 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 credit for any DOA's you may receive, and you share the risk of livestock shipping costs in the event of a DOA. We do not issue credits for shipping costs.

VALID REASONS FOR CREDIT
  •      Livestock is DOA within the Guarantee window 
  •      Livestock Order is wrong item 
  •      Livestock Order delayed/never arrived
  •      Livestock Order Shipped to wrong address.
In the event of a mistake that we make (such as ship to wrong address or fulfill wrong item) then a customer MAY qualify for SHIPPING CREDIT as well. These extremely rare circumstances are the only time that a shipping credit will be considered. Shipping Credit will be handled on a case-by-case basis requiring a 100% loss of order where the fault is squarely our own such as the case with wrong item shipment or shipment to wrong address. Please note shipping delays are not our fault as once the package is given to the courier it is out of our hands.

FREE SHIPPING is not available when using ANY store credit discount codes or other discount codes either entered by the customer or automatically applied to the cart. In the rare case that your replacement order makes use of your store credit discount code AND you would still qualify for free shipping or reduced shipping (due to additional items being added on) then we will be happy to remove any excess shipping charges you may incur on the back end. In this case please contact us when you place the order and let us know!

EXAMPLE 1:
 I received $100 store credit, but am purchasing $250 dollars worth of store items. I entered my store credit discount code, which removed any free-ship discount codes I had qualified for. I am still spending $150.00 and there for I should qualify for Free Ship on this replacement order. 
SOLUTION: We will modify the shipping costs on the back end once your replacement order is in and remove any shipping charges in excess (in this case, your replacement order would ship free.)


EXAMPLE 2I received a store credit for $100.00 due to DOA and tried to use it while you were running a 35% off sale but it would not accept both discounts! 
SOLUTION: You will have to contact us via email. The system does not support multiple discount codes being used like this. You could also place the order with the sale discount and then send an email to us informing us to apply your store credit discount on the back end and we will do so.


EXAMPLE 3: 
I received a store credit of $150.00. I am putting in an order for a $160.00 fish. I am being charged $39.99 shipping
SOLUTION: This is correct. You are only spending $10.00 (not $160) and there for you are being charged the correct shipping amount. 


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 48 hour window for a reason and it is to give you time to fully assess the specimens health. Do not feel the need to rush upon first receipt.
Example: Customer receives Euphyllia coral. Skeleton is exposed, polyps are retracted. Shipping water may have a smell. Customer thinks the item is dead or looks bad so immediately emails us for a credit. STOP! That coral may be able to recover as Euphyllia are difficult to assess upon first receipt. Often times the polyps are retracted and skeleton exposed (even when we receive them from suppliers). Please acclimate the specimen to your tank in order to give it a shot at survival and to be able to receive your claim in the event it does not. 

 

Example: Customer receives Acanthopyllia coral and notes retracted flesh and exposed skeleton. Customer thinks the item is dead or on its way so immediately emails us for a credit. STOP! That coral will definitely recover. Acanthophyllia are known for doing this during shipping and make miraculous recoveries VERY FAST! If you do not put the coral in your reef tank right away you are not giving it a chance to survive. Please acclimate the specimen to your tank in order to give it a shot at survival and to be able to receive your claim in the event it does not. 
CORAL DOA CLAIM INSTRUCTIONS 
     Contact us within 48 hours of receipt of shipment. Preferably at least the next day after shipment in the case of corals (that way we know you put them in your tank at the very least and gave them a chance to survive). You MUST provide photos of the damaged/deceased coral specimen INSIDE your reef tank. We cannot accept specimen in bag or out of bag photos as they are far to difficult to assess. When taking photos of a deceased/damaged coral inside your reef tank, please adjust your lighting to whiter spectrums before taking the photo or use one of the commonly available cell phone yellow filter for best results. It can be difficult for us to assess the health if the picture is of low quality or when you do not adjust the spectrum and/or use a camera filter. If we cannot assess the health from your pictures you send we will not be able to complete the claim. Corals go through a lot of stress when being shipped and many will have subdued colors/retracted polyps immediately upon receipt of shipment but nearly all will acclimate quickly (within 24 hours) and start to extend their polyps and regain their coloration. 


FISH DOA CLAIM INSTRUCTIONS
     Contact us within 48 hours (or up to 7 days if purchasing quarantined fish from our Salty Lagoon system) of receipt of shipment.  Provide photos of deceased fish out of the water/bag/tank on a white background such as paper towel or paper plate or piece of white paper. It can be difficult for us to assess the health if the picture is of low quality. If we cannot assess the health from the pictures you send we will not be able to complete the claim which is why we recommend following the instructions closely. Expert care fish will be noted on the product pages (such as anthias) and are only covered for death immediately after arrival and not 48 hours.

If you are outside of the time window your DOA claims will not be honored.

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. 

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!

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