At The Mad Reefer Online, we put a great deal of effort into making sure your livestock arrive to you in the safest manner possible.
To be fair to you as well as to us, the following Terms and Conditions apply to our livestock guarantee:
- You will receive a store credit for the exact amount of the livestock lost during the Guarantee period, which can be applied to any future order. We do not issue refunds. We do not refund or credit any shipping costs.
- To receive credit for an item, the livestock in question must actually be dead. A coral that has lost some of it's color is not considered dead, as this is a normal occurrence with some corals due to shipping stress, etc. If coral is damaged but not dead, please contact customer service.
- Email us a clear picture of the dead coral in the unopened bag within the two hours after received. Please include your order number. Failure to follow through with this will void your warranty, as will opening the bag.
- Please do not discard the specimen without The Mad Reefer authorization, doing so will void the guarantee.
- Please do not ship the coral back to The Mad Reefer without consent.
- For more information on shipping and delivery, please see the Shipping page.
- We ship via FedEx Priority Overnight mail which means all shipments are guaranteed to arrive by 10:30 in the morning. If not, you'll want to use the tracking number we gave you to track the package and find out the status. It may just be a little late, but please contact us immediately if tracking reports any type of problem with your shipment (lost, undeliverable, etc.)
- Do not under any circumstances refuse a shipment. If a shipment is late, leaking, appears to be damaged, etc. you still must accept delivery on the first delivery attempt, otherwise our guarantee is voided. Our guarantee protects you from losses due to late delivery, damage, etc. - but only if you accept delivery on the first delivery attempt. There are NO exceptions to this policy.
- Guarantee applies to online orders only. This includes social media such as Facebook and Instagram. Any order cancellations will be credited for 1 year or refunded with a 20% restocking fee.
- If for some reason you need us to hold your livestock for a period of time, we will guarantee your purchase or your money back (minus above mentioned restocking fee) for 1 week. After that period, a refund is no longer an option, and store credit will be issued if you change your mind.