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