Store credit (not a refund) will be provided ONLY 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. DO NOT ADD IT TO YOUR TANK, or warranty will be VOID.
For International Shipments, we will ship to the nearest FedEx office to your address, you are required to pick-up your box within max. 3 hours from it becoming ready for pick-up. Customers will receive automated notifications from FedEx on when their boxes are ready for pick-up.
No claims for DOA refund, replacement or store credit will be approved, if due to a delay in shipping from the carrier or any customs/ Fish & Wildlife clearance related delays. (International orders)
Dead animal picture needs to be clear and the animal is to be left inside the bag.
Additional pictures may be required by CoralCaveCanada, if we ask you to open the bag.
We are not responsible for unfortunate events such as inclement weather, delayed, misplaced, lost, stolen or returned packages. No Credit or Refund will be offered in this case.
Lost 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. No Refunds/ Credits will be offered by CoralCaveCanada in such situations.
During COVID, all carriers have stopped refunds for delayed shipping.
ALL SALES ARE FINAL! NO RETURNS OR REFUNDS WILL BE ACCEPTED. ONCE ORDER IS MADE, CUSTOMERS HAVE UP TO 2 HOURS TO CANCEL IT.
DOA warranty conditions similar to Corals above.
Please note that acclimation of fish, after a lengthy time in shipping, is very 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!)
ALL SALES ARE FINAL! NO RETURNS OR REFUNDS WILL BE ACCEPTED. ONCE ORDER IS MADE, YOU HAVE UP TO 2 HOURS TO CANCEL IT.
IF DOA Claim is approved, only Store Credit will be provided for the purchase amount, excluding shipping. No Refunds.
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 slightly different than the picture, this may be due to the difference in lighting, water flow, water parameters or stress during shipping, etc.
Anemones are known to stress during long shipping hours, they may or may not darken/ fade in colour, exhibit a wide open mouth, and other signs of stress. They will need to be given up to 3-4 weeks to regain their original colours.
For the reasons above, we cannot guarantee the corals will look exactly as pictured in our tanks, and will not offer store credit for such claims.
Beyond the 2 hrs cancellation window, a restocking fee of $30 per item will be charged before processing the refund.
Any approved store credit must be used within 30 days of the original purchase date.
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