Live Arrival Guarantee
CCREEF Guarantee - Standard 2 Hour Live Arrival Guarantee
We offer a standard 2-hour live arrival guarantee for all our products. In the rare event of a Dead on Arrival (DOA) item, please refer to our detailed policy page for instructions on how to proceed. We are committed to providing excellent customer support and will work with you to resolve any issues.
DOAs - Dead on Arrival
Any DOAs due to shipping service and the use of negative feedback on eBay will not be tolerated. Instead, I will help you during this uneventful time and do everything in my power to help. I’ll file and help process a claim for you when needed.
No signature required on my end. My only request is for someone to be present and bring the package inside to keep it safe from the elements. DOA packages will only be accepted within a two-hour time period from receipt of the package, time stamped from when the driver drops it off. Must include a clear, non-blurry picture of the DOA item in a sealed bag. If the bag is opened, the DOA may be refused. I may ask you for a temperature reading upon delivery.
If a package arrives DOA, smashed, or damaged, I need pictures of the contents and a clear picture of the whole label, including the tracking number.
Customer Support
If there are any issues, do not hesitate to contact me immediately. Crediting your account or sending a replacement minus any shipping costs is what I will do. Buyers are unable to ask for refunds because of the nature of live corals. It is necessary to pay extra for shipping.
My goal is to receive 100% positive feedback. I will rectify it in any way I can. I will learn from my mistakes and try to prevent them from happening in the future. I am a firm believer in communicating openly and honestly.
Shipping Delays
If a DOA happens because of a shipping delay, I will first try to file a claim. It can take up to 1 to 2 weeks for the claim to process. I strive for 100% positive feedback. I have no control once the package leaves my hands. If delays or mistakes occur, in most cases, I have multiple frags of the same species and would be happy to provide you with store credit or ship another item if you pay for the extra shipping. As stated on my policy page, refunds will not be given. I recommend that everyone read my Refund and Guarantee policy.
No Guarantee Items
If I list a species with a 'No Guarantee', I cannot guarantee it for live arrival. I guarantee all items are healthy and well. If you request, I do not mind sending you an updated picture to provide proof the item is indeed healthy. I may not guarantee some high-end items, and the reason is they tend to grow more slowly and simply due to limited quantity.
Packaging and Shipping
I will ensure that the coral will be well packaged, properly insulated along with the proper heat/ice pack. All live items will be shipped with pharmaceutical oxygen. The reason I would need to place a 'No Guarantee' is to protect myself from the shipping company (UPS, FEDEX & in some cases USPS). The main reason for this is the shipping delays. Although I have not encountered any issues regarding DOA claims, it seems that one out of every 30 packages I ship is delayed by an extra day and because of this I have had customers where the temperature of the water is a little warmer (79 - 81 degrees) which is fine. My systems run on the warmer side. For instance, in the summer my tanks can get up to 80°F and sometimes 81°F. I am more concerned with quick changes in temperature +/- 5 degrees in 24 hours. Florida Keys water temperature is around 86°F - 87°F and most corals survive these warm seasons. It does not mean they are not stressed.
Customer Communication
I make sure to work diligently with every customer and to keep each informed throughout the process. Following Covid, shipping companies are no longer obligated to pay out insurance for packages for any 'Act Of God' and are no longer responsible for guaranteeing on-time delivery. This is the ultimate reason why some items may not have a Live Arrival Guarantee.
Thank you for understanding.
For more information, visit our Live Arrival Guarantee.