Live Arrival Guarantee (DOA)
At Sol Reef Aquatics, we guarantee that all corals arrive alive and in good condition when shipped under our standard procedures.
To qualify for our Live Arrival Guarantee, the following conditions must be met:
Claim Window
- You must contact us within **2 hours of delivery** (based on the carrier’s delivery timestamp).
Photo/Video Requirements
- Clear photos or video of the coral **in the original, unopened bag**.
- Clear photos or video of the coral **after opening the bag**.
- Photos must be taken under normal lighting (no heavy blue/actinic only).
Delivery Requirements
- The package must be received on the **first delivery attempt**.
- We strongly recommend shipping to a location where someone can receive the package immediately.
What is NOT Covered
- Delays caused by the carrier (UPS)
- Incorrect shipping address provided by the customer
- Missed delivery attempts or packages left outside
- Coral stress due to tank conditions after acclimation
- Damage occurring after the coral has been removed from the bag and introduced into your system
Resolution
- Approved DOA claims will receive **store credit or replacement** (at our discretion).
- Shipping costs are **non-refundable**.
Weather & Safety
- We may delay shipping during extreme temperatures to protect livestock. This does not void coverage.
How to Submit a Claim
Email: solreef.corals@gmail.com
Include:
- Order number
- Photos/videos (as listed above)
- Brief description of the issue
We aim to review and respond to all claims within 24 hours.
Your reef matters — and so does your experience.
To qualify for our Live Arrival Guarantee, the following conditions must be met:
Claim Window- You must contact us within **2 hours of delivery** (based on the carrier’s delivery timestamp).
Photo/Video Requirements- Clear photos or video of the coral **in the original, unopened bag**.
- Clear photos or video of the coral **after opening the bag**.
- Photos must be taken under normal lighting (no heavy blue/actinic only).
Delivery Requirements- The package must be received on the **first delivery attempt**.
- We strongly recommend shipping to a location where someone can receive the package immediately.
What is NOT Covered- Delays caused by the carrier (UPS)
- Incorrect shipping address provided by the customer
- Missed delivery attempts or packages left outside
- Coral stress due to tank conditions after acclimation
- Damage occurring after the coral has been removed from the bag and introduced into your system
Resolution- Approved DOA claims will receive **store credit or replacement** (at our discretion).
- Shipping costs are **non-refundable**.
Weather & Safety- We may delay shipping during extreme temperatures to protect livestock. This does not void coverage.
How to Submit a ClaimEmail: solreef.corals@gmail.com
Include:
- Order number
- Photos/videos (as listed above)
- Brief description of the issue
We aim to review and respond to all claims within 24 hours.
Your reef matters — and so does your experience.