Store credit (no refund) will be provided if coral is received at the first delivery attempt by the courier/ shipping company, with no delays in the delivery and if clear pictures of the dead animal, while still in the bag, are provided within 2 hrs of receiving your shipment.
No claims for DOA refund, replacement or store credit will be approved, if it is due to a delay in shipping from the carrier or any custom clearance related delays. (International orders)
Dead animal picture needs to be clear and the animal is to be left inside bag.
Additional pictures, after we ask you to open the bag, may or may not be requested by CoralCaveCanada.
We are not responsible for unfortunate events such as inclement weather, misplaced, lost or stolen packages, during the time of transit.
Missing packages or missing contents: Under all circumstances THE CARRIER (FedEx,UPS, etc) is responsible. We will do our best to assist our customers with their claims with the carrier.
Since water parameters are of critical importance in a saltwater environment, once the received coral is in your tank, no DOA credit will be provided. (Since it may be affected by your water parameters or received improper acclimation)
If your DOA claim is approved for replacement, Shipping cost of the replacement item back to you is your responsibility.
Drip Acclimation, a must for fish:
Please note that acclimation of fish, after a lengthy time in shipping, is totally different from when you buy them in a store and a couple hours later they’re at your home.
After almost 20 hrs in the bag, both the CO2 and Ammonia levels build up considerably, which leads to a significant drop in water PH.
This means you have to drip acclimate for 3-4 hrs nice and slow before adding your new fish to your aquarium. (That’s what we do too when we receive our fish!)
This ensures the fish are not suddenly exposed to a vastly different PH, temperature, and other water parameters.
No Refunds are offered, only Store Credit will be provided for the purchase amount, excluding shipping.
What if my coral doesn’t look the same as the picture?
Corals may look different under different light spectrums, and different brands of light fixtures, if your coral looks different than the picture, this may be due to the difference in lighting, water flow, water parameters or stress during shipping, etc.
We cannot guarantee the corals will look exactly as pictured in our tanks, and will not offer store credit for such claims.
Any approved store credit must be used within 30 days of the original purchase date.
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