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15 Day Guarantee

The 15 Day Guarantee

If the live fish, coral, or invertebrate you've received doesn't survive during the 15 Day Guarantee Period you can receive store credit by visiting the Order Status area of the website and logging onto your account.

In the My Account/Order Tracking area, next to your prior order information, is a link which will allow you to notify us of any dead animals, request a credit, and determine the amount of the credit due. Simply fill out this form, attach a photograph clearly showing the deceased animal and submit the form. Our customer service representatives work Monday through Friday and will quickly issue you the appropriate credit. Please note that this form is time sensitive, so fill it out and submit it during the appropriate guarantee period. We have every confidence that our live goods will thrive in your system...if they are provided the proper saltwater environment including water chemistry, compatibility, and tank setup, all of which are the hobbyist's responsibility. Deaths due to compatibility are not covered under the guarantee

If you choose not to attach a photograph of the deceased animal, you may send the animal back to us for credit. A printout of the Guarantee Request form must be included when returning animals to receive credit on any returns, and please note that the form is time sensitive. The form must be filled out within 5 hours of FedEx delivery in order to receive a refund, and 15 days of delivery to receive a store credit. This quick and easy procedure will allow you to keep us informed of the status of your order, while not burdening you with unnecessary paperwork and calculations.

Any items from a Reef Package will be issued a credit based on its value as part of that particular package. Free items do not qualify for the guarantee. Credits can be applied on the final checkout page when placing an order. Instructions are also supplied in the email you receive when we issue your credit. Your available credit can be viewed through the Order Status button or on the final checkout page.

Important: Credits do not count toward the minimum live goods order requirement and/or applicable shipping related charges. The intent of the credit is to replace the animal you lost with what whatever you select on a subsequent order. Credits cannot be applied towards live rock, live sand, or aquarium supplies.

If you choose to return an item rather than attach a picture:
It is very important that you cover the item in a generous amount of table salt in order to preserve it in the return envelope. Send the item that didn't survived in a zip locked bag (absolutely no water) inside an envelope. Place the item into a zip lock, pour the salt, coat the item with the salt, close the zip lock and then place that into another zip lock bag and close it. Then place it in the envelope along with the printout of the form from the Order Status area described above. If you do not follow these directions the US Postal Service may throw out your envelope due to smell and we cannot issue you a credit.

Free Reef Rewards items are not guaranteed, and rewards points are not re-issued.