Pacific Creole

S&R POLICY – TL;DR VERSION:

🚨 Quick Shipping & Guarantee Overview:

• Free shipping is available on coral orders over $249, but replacements are not shipped by themselves.
• Replacements are shipped with a new order of reasonable value — typically equal or greater than the coral being replaced.
• NO refunds under any circumstances — replacements only.
• 30-Day Coral Guarantee applies to coral only, and requires stable, healthy reef conditions. Poor lighting, water parameters, or neglect will void the guarantee.
• Photos/videos are required to qualify for any guarantee.
• DOA corals must be photographed in the sealed bag within 2 hours of delivery, before placing in tank.
• If a box is left unopened for hours, or the coral has been added to the tank, both the DOA and 30-Day Coral Guarantee are void.
• Auction corals = DOA only, within 2 hours. No 30-day coverage.
• Fish orders are FINAL once sourced from supplier. No replacements. No refunds. Ever.

❗If you skip reading this and ask for free coral OR free shipping for your replacement(s), we’ll just point you back here.
By ordering, you agree to all of this.

General Shipping Information

• Shipping must be coordinated in advance. Email info@corals4u.us to schedule a shipping date.
• Carrier: FedEx Priority Overnight for all live animal orders.
• Processing Time: Usually 2 business days after payment clears (may vary based on volume).
• If no shipping coordination occurs within two weeks, the order will be canceled and issued as store credit with no expiration.
• Free shipping applies to coral orders over $249.
• We do not ship to P.O. Boxes, APO, or FPO addresses.
• The customer is responsible for providing a safe, accurate delivery address.
• If FedEx determines the location is unsafe, no refund or replacement will be issued.
• Corals4U is not responsible for lost, misplaced, or stolen packages in transit. We'll help you file a FedEx claim.

Live Coral Guarantee – 30-Day Coverage

• All corals (except auctions) are backed by our 30-Day Coral Guarantee.
• If your coral arrives DOA or dies within 30 days, we will provide a replacement of equal value.
• Replacements are not shipped alone. They ship with your next order of reasonable value (varies based on order and situation).
• If the coral is out of stock, you may choose another of equal value.
• No refunds or store credit — replacements only.
• Proper tank conditions are required. Poor lighting, unstable parameters, or negligence voids the guarantee.
• Acropora color fading is not covered. Color loss is often due to factors outside our control.
• To qualify for DOA, the coral must be photographed in the sealed bag within 2 hours of delivery, prior to being placed in the tank.
• If the coral has been added to the tank or the box is left unopened for hours, it will no longer qualify as DOA, and the 30-Day Guarantee will also be voided.

Customer Responsibility on Arrival:

It is the customer’s responsibility to receive and acclimate corals promptly upon delivery.
Leaving the box unopened or letting it sit for hours voids both the DOA and 30-Day Guarantee.
Corals are live animals and must be handled with urgency upon arrival.
If the package shows delivered but was not opened in a timely manner, any losses are at the buyer’s risk.

Auction Corals – DOA Only

• Auction corals are excluded from the 30-Day Guarantee.
• They are covered by a 2-hour DOA policy only.
• DOA claims must include photos of the coral in the sealed bag within 2 hours of delivery.
• No coverage for shipping delays or other issues beyond arrival condition.

Shipping Delays

• We do not issue refunds or replacements for delays caused by FedEx or weather.
• We will assist you with filing a claim with the carrier.

Fish Shipping & Refund Policy

• All fish sales are final once the order is placed with our supplier — no exceptions.
• Fish are ordered per request only — not kept in stock.
• No quarantine is provided unless pre-arranged (fees apply).
• Fish are shipped the same day they are picked up.
• Orders may take up to 14 days to fulfill, depending on supplier availability.
• If a suitable fish is unavailable within 14 days, you may continue waiting or request a refund.
• If you request to cancel your order before a fish has been sourced (within the 14 day period), a 10% cancellation fee will be implemented.
• No free shipping on fish due to weight and cost.

Fish DOA Policy:

• Standard 2-hour DOA window from delivery timestamp.
• Video evidence is required: show the box being opened and the bag sealed with the deceased fish inside.
• DOA due to shipping delays is not covered.
• Store credit only — no refunds.

Order Cancellations & Refunds

• No refunds on shipped coral or fish.
• Weather delays do not qualify for cancellation. We’ll ship when safe conditions allow.
• Store credit or replacements are issued at our discretion.
• Fish orders cannot be canceled once placed with the supplier.
• WYSIWYG coral cancellations by the customer are subject to a 20% cancellation fee.
• Shipping costs are non-refundable.

Final Notes

• All coral photos are taken with a Samsung S24 Ultra + orange lens under blue light. This is standard in the industry.
• Lineage is not guaranteed unless specifically noted.
• Corals may appear different in your tank due to lighting differences.
• By placing an order, you agree to all policies above.
• Chargebacks are not permitted without attempting resolution with us first.