REFUNDS & RETURNS
STORE CREDIT CANNOT EVER BE USED ON NON-LIVESTOCK ITEMS. STORE CREDIT IS ONLY ISSUED FOR LIVESTOCK AND CAN ONLY BE USED ON LIVESTOCK. WE DO ACCEPT RETURNS & ISSUE REFUNDS FOR DRY GOODS (UNOPENED), HARDWARE & EQUIPMENT.
ALL LIVESTOCK SALES ARE FINAL.
We do not accept order cancellations. Once your order is placed your livestock is being held from sale to customers, and there are also fees for processing the transaction. In the rare circumstance where a cancellation request is approved, a 10% restocking fee will always be assessed.
We do not accept order cancellations. Once your order is placed your livestock is being held from sale to customers, and there are also fees for processing the transaction. In the rare circumstance where a cancellation request is approved, a 10% restocking fee will always be assessed.
Reef Chasers offers STORE CREDIT ONLY and does not accept any livestock returns under any circumstances. As we are unable to accept returns we are also unable to offer any cash refunds under any circumstances. Issues with your order will be handled via store credit only. 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 aqua-cultured coral specimens) 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.
STORE CREDIT MUST BE USED WITHIN 6 MONTHS OF THE DATE ISSUED
We have had issues in the past with lost information and correspondence etc for credits dating over 12 months. We feel it is best to set a reasonable limit on the time frame for which a credit can be applied and we feel that 6 months is enough time for our customers to make use of their credit.
STORE CREDIT CANNOT BE USED DURING MAJOR SALE EVENTS
It is very very tight margins during our online sales events as we are often offering steep discounts in excess of 30% -- this coupled with people waiting until the big sale to spend the credit has led to some unfortunate situations for our small business. Because of these unintended consequences, we are putting a firm policy in place that store credit cannot be redeemed during a major 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 and we can discuss it further.
Even though we only charge $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 $12.00+ so please remember that we ship smaller orders as a courtesy but shipping livestock is very expensive and if shipping costs are a concern we encourage our customers to take advantage of our FREE SHIP on orders of $250 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 the shipping costs in the event of a DOA.
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 the shipping costs in the event of a DOA.
REEF CHASERS INDUSTRY LEADING LIVESTOCK GUARANTEES
- We offer a 5 Day Livestock Guarantee on all Coral Specimens.
- We offer a 5 Day Livestock Guarantee on all standard Fish Specimens.
- We offer an extended 7 DAY GUARANTEE on our Salty Lagoon (Quarantined) fish Specimens and RC Aquacultured coral specimens!
- We offer a DOA Guarantee only on 'Expert Care' Specimens, Anemones, Clams, and other invertebrates as well as wild Acropora Colonies.
VALID REASONS FOR CREDIT
- Livestock is DOA within the Guarantee window
- Livestock Order is wrong item
- Livestock Order delayed/never arrived.
We never issue credits on the basis of "Size" or "Coloration". You can read further details on those topics below.
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 $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 $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'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 and store credit can never be used towards shipping costs.
STORE CREDIT DOES NOT COUNT TOWRDS FREE SHIPPING
If your store credit is for $100.00 you will need to spend $350.00 in order to be eligible for free shipping ($250.00 free ship threshold).
CORAL DOA CLAIM INSTRUCTIONS
Contact us within 5 days of receipt of shipment (or up to 7 days when purchasing RC aqua-cultured coral specimens). 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 have given them a chance to survive). 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 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. 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 under most circumstances. 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 clip-on cell phone reef light filters 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 within the next 24-48 hours and start to extend their polyps and regain their coloration.
FISH DOA CLAIM INSTRUCTIONS
Contact us within 5 days of receipt of shipment (or up to 7 days when purchasing RC aqua-cultured coral specimens). 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 have given them a chance to survive). 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 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. 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 under most circumstances. 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 clip-on cell phone reef light filters 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 within the next 24-48 hours and start to extend their polyps and regain their coloration.
FISH DOA CLAIM INSTRUCTIONS
Contact us within 5 days (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 very closely.
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 will tend to lose some color during shipping and will re-gain it quickly under optimal conditions. Also, your systems own parameters such as lighting, food, nutrition and overall maintenance can greatly impact the visual colors and health of corals that you see.
We never issue credits or refunds based on size.
All Size Listings 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 try to aim for an accuracy of plus or minus ten percent. A fish listed as Approx Size 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 encrusted onto 3/4 of 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.
Any questions or concerns can be emailed to support@reefchasers.com and we will get back to you soon!