Arrive Alive Guarantee

We want you to be excited about your new corals and begin enjoying them immediately.  We hand pick and inspect each coral prior to shipping.  To guarantee you are satisfied, we will typically offer you a replacement or credit for the cost of the coral (excluding shipping).  This credit can be used towards your next order and will be valid for 6 months.

There is no refund on shipping unless the carrier has failed to ship on time and has issued  a full or partial refund to Reef Aquariums of Miami. We will notify you when any credit is actually received.

If your coral should arrive DOA, you must let us know within 1 hour of your scheduled receipt time, and we will work together to determine the best course of action. 

This guarantee is void if you do not contact Reef Aquariums of Miami within 1 hour of your scheduled receipt time, as shown by FedEx  or carrier tracking. 

To qualify for the Arrive Alive Guarantee you must:

• Take delivery of your package on the first attempt.
  
• Open your package immediately upon receipt.
  • If hot or cold packs are used, they will continue to raise or lower the temperature in the package until it is opened and exposed to air.  It is critical to minimize the amount of time your coral is artificially heated or cooled to minimize risk to your precious coral.  This is essential, especially during extreme weather conditions.
• Begin acclimation of your corals as soon as they reach the temperature of your tank.
  
• You want to change the temperature slowly.
• Notify us via email.
  • Immediately take pictures of the DOA coral.
  • Email your pictures and a description of the problem to Reefaquariumsofmiami within 1 hour of scheduled receipt.  The earlier you notify us the better.  We may still be able to help if you are having problems.
• Provide actual shipping information – time and date delivered, delivery or pickup location, etc.
• Provide weather information at your delivery location.
• Check your water quality parameters and provide us that information.   
• In some instances we may request you give the coral a few more days or weeks to recover from shipping stress.
• In some instances we may require you to return the coral skeleton back to us.
• Please do not attempt to request a refund for corals or shipping for items you did not purchase from Reff Aquariums of Miami.  Scams are illegal and will be reported.

We are NOT responsible for:

• Flight and shipping delays.  Occasionally FedEx may have shipping or flight delays due to weather or mechanical failures, etc. which may result in harm to your corals.  FedEx will not reimburse shipping costs for weather/mechanical delays.  However, they are  fastest, most reliable carrier.
• Damage to corals arising from improper tank parameters or improper acclimation procedures.
• Damage to corals from overheating or chilling of packages left outside or at a FedEx facility all day.    
• Lost packages, and damage caused by the carrier.
• You will remain responsible for the full purchase price of your order plus shipping if your package is rejected for any reason. 

Tips to help file a claim if your package is damaged by the shipper:

• Note the damage on the shipping receipt when you sign for the package.  You must be available to sign for the package when it arrives.
• Take pictures of the package to show it’s condition upon arrival, and prior to opening the package.  Take pictures from several angles.
• Save your shipping package as evidence.
• Notify us within 1 hour of receipt. You must send us pictures. We will do everything we can to help you correct the situation, but you must let us know so we can assist you.