At [Your Company Name], we take pride in the health and well-being of the livestock we ship. That's why we offer a Live Arrival Guarantee to give you peace of mind when ordering from us.
In order to be eligible for our Live Arrival Guarantee, please follow these steps:
- Contact us immediately within 1 hour of signing for the package on the day of receipt if your order arrives as Dead on Arrival (DOA).
- Email us at email@example.com or call us at 123-456-7890 to notify us of the issue. Please include your telephone number for a callback.
- Provide us with clear photographic evidence within 24 hours. The following requirements apply:
For marine fish:
- Take a clear photograph of the fish in its original sealed bag, ensuring the entire bag with contents and seal are visible.
- Take a clear photograph of the fish out of its sealed bag and water, with its entire rear caudal tail fin cut off.
For marine invertebrates:
- Take a clear photograph of the invertebrate in its original sealed bag, ensuring the entire bag with contents and seal are visible.
- Take a clear photograph of the invertebrate out of its sealed bag and water, with the invertebrate being either cut in half or a sharp object such as a small knife skewered directly through it.
- Take a clear photograph of the coral in its original sealed bag, ensuring the entire bag with contents and seal are visible.
- Take a close-up photograph of the coral out of its sealed bag, but still in water. Please note that photographs taken of corals not in water will not be accepted.
All photographs must be clear and not distorted. Failure to adhere to the DOA reporting procedure or be present to sign for your parcel on the first delivery attempt will void any claims.
If satisfactory evidence is provided that the marine life is DOA, we will issue a credit note. Please review our recommended acclimatization procedures for corals to ensure the best possible chance of success for your new additions.
Acclimatizing your new corals is a vital process to ensure they survive and thrive in your system. Follow these steps:
- Unpack the coral carefully from the box and keep it in the polythene bag or container it was shipped in.
- Float the bag or container in your sump area or main tank for around 20 minutes to equalize the temperature of the water.
- Transfer the coral with shipping water into another small container.
- Using an airline or similar tool with an air control valve attached, start a siphon from the main system and drip water slowly into the bag/container housing the new coral. Take care not to put any of the shipping water into your system.
- Continue this process for around 90 minutes, ensuring the new coral is fully acclimatized to the new water conditions.
- Remove the coral from the bag/container and carefully place it in your tank, preferably near the bottom. Gradually raise it over a period of days to allow it to adjust to the different lighting in your tank.
Note that the same process can be used for fish and invertebrates, but we strongly advise placing all livestock into a quarantine tank for 30 days before introducing them to your display tank.