🌊 Live Arrival Policy
Please review the information below before your order arrives. This page outlines how our Live Arrival Guarantee works, how to submit a claim, and the situations in which coverage does not apply.
Important: If anything seems off on arrival, we're here to help. Just reach out before adding anything to your tank.
Our Philosophy
We take great care in collecting, holding, and shipping our livestock. While we do everything possible to ensure safe arrival, marine organisms are living animals and shipping always carries some inherent risk.
We stand behind the health of our livestock and guarantee that all items arrive alive when proper shipping methods are selected. Once livestock is introduced, everything that happens next is influenced by your tank, your acclimation, and your care.
Qualifying for the Live Arrival Guarantee
To qualify for our Live Arrival Guarantee, the following conditions must be met:
- Shipment is delivered on the first delivery attempt
- Package is opened and inspected promptly upon delivery
- Any concern is reported within 2 hours of delivery
- The following timestamped photos are provided:
- Livestock in the unopened bag
- Livestock outside of the bag
Claims submitted outside this window or without proper documentation cannot be considered. The Live Arrival Guarantee applies only to the condition of livestock at the time of delivery.
Refunds & Replacements
If a Live Arrival claim meets the conditions outlined above, we may offer (at our discretion):
- Replacement livestock (when available), or
- Store credit for the affected livestock
If a replacement is requested, the customer is responsible for all shipping costs. Refunds and credits apply only to the affected livestock.
Arrival-Day Instructions & Important Considerations
Planning for Delivery
We ship orders on Monday and Tuesday using the fastest and most appropriate service available for your location and livestock.
While tracking information will be provided, exact delivery timing is determined by the carrier and cannot be guaranteed.
We strongly recommend:
- Monitoring your tracking information closely
- Planning to receive and inspect your package as soon as possible after delivery
If you are unable to receive and inspect your package within this timeframe, we recommend reaching out to us at the time you place your order so we can help coordinate delivery.
Arrival Day
If something does not seem right when your order arrives, it is always best to pause and reach out before adding anything to your aquarium.
Before Opening Any Bags
If you believe an item may be DOA, do not open the bag immediately.
Please:
- Take clear photos of the livestock while still sealed in the bag
- Then open the bag and take additional photos of the specimen outside of the bag
This allows us to accurately assess the condition upon arrival.
Submitting a Live Arrival Claim
If you believe you have a DOA, please submit your claim within 2 hours of delivery by emailing:
Email
📧 info@conchcountryaquatics.com
Your email must include:
- A brief description of the issue
- A clear photo of the livestock in the unopened bag
- A clear photo of the livestock outside of the bag
Response Timing
While all claims must be submitted within the 2-hour window, our response time may be 24–48 hours, especially during busy shipping and collection days.
As long as your email and photos are submitted within the required timeframe, your claim will be reviewed and handled accordingly.
Claims are reviewed based on the time they are received, not the time of response.
Text Communication
You are welcome to text us between 9am - 8pm EST at 📱 336-293-3401 to let us know you’ve submitted a claim.
However, please note that we are often in the water or actively packing shipments, so email is required for all Live Arrival claims and ensures your claim is properly documented.
When Coverage Does Not Apply
To keep things fair and consistent, there are certain situations where the Live Arrival Guarantee does not apply.
Late Reported DOAs
Claims reported outside the required 2-hour window cannot be considered, as we are unable to verify condition at the time of arrival.
Missing Required Photos
All claims must include:
- A clear photo of the livestock in the unopened bag
- A clear photo of the livestock outside of the bag
Claims submitted without both photos cannot be considered.
Livestock Already Introduced to an Aquarium
Once livestock or macroalgae has been placed into an aquarium, it is no longer eligible for DOA coverage.
At that point, there are too many variables outside our control (including water parameters, acclimation methods, and tank conditions) that can affect the outcome.
This is especially important for sensitive livestock such as sponges and other delicate invertebrates.
- All specimens should be carefully inspected prior to placement
- Any sponge or gorgonian showing signs of deterioration (odor, discoloration, tissue breakdown) should not be introduced into an aquarium
Once introduced, all livestock is considered accepted.
We cannot offer refunds, replacements, or credits for losses occurring after introduction.
Losses Attributed to Tank Conditions or Interactions
We cannot cover losses that are alleged to result from introducing livestock into an existing aquarium.
This includes (but is not limited to):
- Compatibility issues with existing livestock
- Aggression or predation
- Water quality or parameter instability
- Acclimation-related stress
Customer-Requested Shipping Modifications
Customers may request specific shipping preferences (e.g., omitting heat or cold packs, holding packages, or delivery changes).
While we will do our best to accommodate, these modifications increase risk.
When shipping is altered from our recommendation at the customer’s request, the Live Arrival Guarantee is void for affected items.
Shipping Against Weather Recommendations
During periods of extreme or fluctuating temperatures, we may recommend holding shipment for safer conditions.
If a customer chooses to proceed with shipping against our recommendation, the Live Arrival Guarantee does not apply to losses related to:
- Cold or heat exposure during transit
- Weather-related carrier delays
Shipping Costs & Replacement Shipments
Shipping fees are non-refundable.
Shipping charges reflect:
- Carrier fees
- Insulated packaging and materials
- Temperature control (when required)
- Handling and preparation time
These costs are incurred once an order ships and cannot be recovered.
If a replacement shipment is requested, the customer is responsible for all associated shipping costs.
Orders require a $26 minimum livestock subtotal before shipping.
Our Commitment
Our goal is healthy livestock, successful aquariums, and clear communication every step of the way.
If you have any concerns on arrival day, please reach out:
Email
📧 info@conchcountryaquatics.com
Text
📱 336-293-3401