Refund, DOA, and Live Arrival Policy

At Essential Reef, we take pride in the health and quality of every coral and fish we ship. All livestock is inspected and carefully packed, but unexpected issues can happen. Our goal is to keep everything clear, fair, and stress free.

Coral DOA Policy

Live Arrival Guarantee

We guarantee all corals will arrive alive, even if the carrier is delayed. If your coral arrives DOA, we will provide store credit or a replacement.

DOA Coverage Window

We offer a 12 hour DOA window because some corals show issues slowly.
If the coral looks unhealthy, damaged, or incorrect, please notify us within 2 hours.

Contact us by text at (786) 321-4944 or email info@essentialreef.com.

Coral DOA Requirements

To qualify for DOA coverage on corals, the following must be completed:

1. Notify us within 12 hours of the delivery time.
2. Accept the first delivery attempt. Missed or delayed pickups void coverage.
3. Provide clear photos of the coral in the original unopened bag.
4. Follow our Acclimation Guide exactly. Failure to follow this voids coverage.
5. Do not discard the coral until your claim is reviewed and completed.
6. Freebies and previous replacements are not covered.
7. All sales are final. We do not accept returns or exchanges.
8. A 15% restocking fee applies to any order canceled before shipping.

Fish DOA Policy

Fish are more sensitive than corals and require a stricter policy. These rules protect both your tank and our livestock.

No Live Arrival Guarantee on Carrier Delays

If FedEx or UPS is delayed, rerouted, or arrives late for any reason outside our control, the DOA policy for fish is void. We do not cover fish losses on delayed shipments.

Live Arrival Guarantee for On Time Deliveries Only

We provide a limited live arrival guarantee for fish on on time first delivery attempts only, when all conditions below are met:

• Delivery is on time according to the carrier tracking.
• The package is accepted on the first delivery attempt.
• The fish is inspected immediately upon arrival.
• You provide the required video proof.

If all requirements are met and the fish is DOA, we will issue store credit for the value of the fish.

Fish DOA Requirements

To qualify for a DOA claim on fish, all of the following must be completed:

1. Notify us within 1 hour of the delivery time shown by the carrier.
2. Provide a clear, continuous, uncut video showing:
   • The unopened shipping box.
   • The unopened fish bag.
   • The fish inside the sealed bag.
3. Do not open the bag before contacting us. Opened bags are not covered.
4. Do not attempt acclimation or discard the fish until your claim is fully reviewed.
5. Freebies and previous replacements are not covered.
6. All sales are final. We do not accept refunds or returns on fish.

Important Notes for Fish

• Any carrier delay, missed delivery, or rescheduled delivery voids fish DOA coverage.
• Temperature issues, power outages, or acclimation mistakes are not covered.
• Fish deaths that occur after the bag is opened, during acclimation, or after entering your tank are not covered.
• We strongly recommend placing all new fish in a separate quarantine tank for at least 14 days before introducing them to your display system.

We Are Here to Help

If you have any issues with your order, please contact us right away so we can help.

Text: (786) 321-4944
Email: info@essentialreef.com

Our goal is to bring you 100% satisfaction and confidence when ordering from Essential Reef.