Policies & Guarantees
We strive to earn your trust by offering the best selection of corals and marine animals at competitive prices, exceptional customer service, and by being honest and fair in everything we do. Please read this page to learn more about our policies and livestock guarantee.
5-Day Coral Guarantee
We take every possible measure to ensure that each coral or other live animal listed on our site is in optimal health. We use only the highest quality shipping materials and strict packing procedures to ensure your new livestock arrives in excellent condition.
We guarantee that all livestock will arrive alive and remain alive for at least 5 days, with the exception of Acropora corals — for which we provide only a 24-hour guarantee (most other companies only guarantee “arrive alive” for Acropora). If a coral dies within 5 days of delivery, we will gladly issue a store credit that can be applied toward a future order. We do not make any profit on shipping, so shipping costs are not covered under our guarantee.
To keep things fair, the following terms apply to our livestock guarantee:
1. You will receive store credit for the exact amount paid for the lost livestock during the guarantee period. This credit can be used toward a future order. We do not issue credit card refunds. Replacements will not be provided for previously replaced items.
2. To receive credit, the livestock in question must actually be dead. Corals that have lost some color are not considered dead, as this can be a normal response to shipping stress and other factors.
3. You must report the loss within 24 hours by emailing reefexclusive@gmail.com, including a photo of the dead coral and your order number. If you do not have access to a digital camera, we may ask you to return the deceased specimen by mail.
4. You or someone else must accept delivery of the package; otherwise, the guarantee is void. We cannot guarantee livestock that was not accepted immediately and left outside for too long. You will receive a UPS tracking number by email as soon as the label is created. You can track the package throughout its journey. If your shipment has not arrived by noon or is delayed for any reason, YOU MUST contact us immediately so we can reach out to UPS directly. Failure to do so will void the guarantee.
5. Store credit will be issued for the amount paid for the item and cannot be used on sale items or to cover free shipping.
6. We ship all orders via UPS Priority Overnight, which means all packages are scheduled to arrive between 10:30 AM and 12:00 PM. If your package has not arrived by then, please use the tracking number to verify its status. It might simply be delayed, but if tracking shows any issues (lost, undeliverable, etc.), please contact us right away.
7. Under no circumstances should you refuse the shipment. Even if the package is late, leaking, or appears damaged, you must still accept it. Otherwise, the guarantee will be void. Our guarantee protects you only if the shipment is accepted and not left outside or at your door for more than 30 minutes. You must report any DOA within 2 hours of delivery. There are NO exceptions to this policy.
8. For your guarantee to be valid, your aquarium must be fully cycled, and all livestock must be properly acclimated. Acclimation instructions are available on our website.
Miscellaneous Order Issues
If a coral appears in worse condition than when it was photographed, we will not ship it.
If there are any issues with your order, we will attempt to contact you immediately by phone and/or email (time permitting). If the issue involves a specific coral, we will offer you a comparable alternative.
We do not make substitutions without your approval. If we are unable to reach you, we will ship the remaining items and issue store credit for the replaced coral.
Coral Photography
All coral photos are taken under some of the best lighting in the industry. We use Orphek Icon lighting and shoot with a professional underwater digital camera.
Our photos offer the most accurate representation of how the coral appears under our lighting conditions in our photo tanks.
All corals are photographed top-down, under 3–4 inches of water.
We do not “Photoshop” our corals — we only perform light color correction to make sure the photos truly reflect the coral’s actual coloration.
