Terms & Conditions

We’ve Got You Covered!

If your item arrives Dead On Arrival (DOA), we’ve got you covered! To qualify for coverage, DOA claims must be reported within 4 hours of the confirmed UPS/FedEx delivery time.

To Report a DOA:

  1. Take a clear picture of the box from all sides.
  2. Record a short video of the unboxing process, clearly showing all contents.

Note: Videos are mandatory for DOA claims involving fish, seahorses, and invertebrates. You may qualify for store credit.

DISCLAIMER:

  • For local pickups, all purchases are final, and we do not offer DOA credit, refunds, returns, or exchanges.
  • Report any missing or damaged items within 24 hours of delivery to be considered.
  • We are not responsible for UPS/FedEx delays, damages, or mishandlings. However, if you purchased Shipping Protection, you are eligible for DOA store credit.
  • Store credit is only provided for qualified items. We do not issue refunds or replacements.
  • Shipping costs are non-refundable.
  • DOA guarantees may be void if livestock is discarded before verification or if we are not contacted within the 4-hour DOA timeframe.
  • Orders paid with store credit are not eligible for replacement or refund.
  • All purchases assume the customer has at least intermediate to advanced reefing experience.
  • We are not responsible for acclimation errors or general care issues (e.g., lighting, water flow, water parameters, temperature, or coral aggression).
  • While we strive to remove pests and hitchhikers, some may remain in macroalgae despite our best efforts.
  • If your order is delayed, damaged, or leaking, you must accept the shipment. Do not refuse or return it, as this process is complex. We do not accept returns.
  • The shipping address must be the final destination. Orders forwarded to a different address will void the guarantee.
  • Orders arriving late but on the intended delivery date are not considered delayed.
  • Orders reported as lost, misdelivered, or stolen, despite Proof of Delivery from UPS or FedEx, are not covered by our DOA policy or Shipping Protection.

For lost packages, customers must file a claim with UPS or FedEx. Coral Cavern may assist with information needed for claims. If UPS or FedEx awards a claim reimbursement to Coral Cavern, the refund will not exceed the claim amount provided.

Claim Links:

Shipping Protection

Protect Your Shipment with Shipping Protection

By choosing Shipping Protection, your order is safeguarded against potential delays or damage during transit.

Benefits of Shipping Protection:

  • Peace of Mind: Covers unforeseen delays and accidents during shipping.
  • Added Assurance: Ensures your order arrives intact and on time.
  • Simple Claims Process: Easily resolve issues if delays or damage occur.

Opting out of Shipping Protection means Coral Cavern is not responsible for delays or damage during transit. Store credit will not be provided for orders without Shipping Protection.

Note: Shipping Protection cannot be canceled or refunded starting at 8 am (PST) on the day your order is set to ship.

We recommend selecting Shipping Protection for the best delivery experience.

Shipping Protection Claims Instructions

The Dead On Arrival (DOA) policy still applies with Shipping Protection. Ensure you document any DOA items with a clear picture/video within 4 hours of UPS/FedEx delivery time.

To File a DOA Claim:

  1. Take a clear picture of the box from all angles.
  2. Send a short video of the unboxing process, showing all contents.

Email us with your name and order number to submit your claim.