We Guarantee that all livestock, purchased at full retail price, will arrive alive, and stay alive, for at least 7 days. This guarantee is only for shipments which are sent via cargo air service on any of the following services: Air Canada, Hawk Air, Pacific Coastal Airlines or Westjet. This guarantee is not made on Greyhound, UPS, FedEx or any other shipping method other than the 4 mentioned above.
SHould you have an unfortunate loss within 7 days of receiving any coral or other livestock, we will gladly issue a store credit that can be applied towards any future livestock order. To be fair, 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 credit card refunds.
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 (please see below for more information).
You must report any losses to us within 24 hours via email to info@oceanaquatics.com and include a picture of the dead animal. If you don't have a digital camera we may ask you to mail back the dead, animal so please do not dispose of the dead item until you have discussed the issue with us. Should you be local to Ocean Aquatics we would like to receive back the dead animal or coral along with a sample of your water. At that time we will complete a Livestock Loss Guarantee form which will enable us to aid you so that losses do not reoccur
Unfortunately there are a few instances which we will not be able to fulfill our livestock guarantee. Equipment malfunction, power failure, temperature over 85 degrees. Tank must be fully cycled; fully cycled is a saltwater aquarium that has been established for a minimum of 6 months from the date that live rock was received. Fish that jump from the aquarium, fish that have not been fully quarantined in our systems, basic disregard to commonly known reefing principles.
THe shipment must be picked up within four hours of your flight arrival. We simply can not guarantee the shipment if you do not pick up the order within a reasonable tim period. Do not under any circumstances refuse a shipment. If a shipment is late, leaking, appears to be damaged etc. you must still accept delivery.
We trust that you expect honesty in our dealing with you, as such we expect that you will give us the same honesty in dealing with us. Ocean Aquatics reserves the right to not honor this guarantee should they feel that the individual who is applying for this livestock guarantee is being deceptive in any way.
Miscellaneous Order Problems
Our website is updated in real-time, so anything you see on the site that is not listed as sold, is currently available. This means that rarely if ever is a coral double sold. If anything, there may be a situation where a coral isn't looking as good as when we photographed it and we don't want to ship it to you
if there is any type of a problem with your order, we will attempt to contact you immediately by phone and/or email if time allows. If its an issue with a specific coral, we'll offer a comparable coral instead.
We do not make substitutions without your approval, so if we are unable to reach you we'll go ahead and ship the rest of your order. We would then issue you a store credit for the applicable amount.
Coral photos
All coral and other livestock photos are taken under 400 watt 14K hamilton bulbs with a high quality digital camera, and accurately represent the item in our tanks. We do not "photoshop" our corals.
Please note that corals WILL look different from our photos under 10K bulbs or other types of lighting. We highly recommend the use of 14K or 20K metal halide bulbs for the best health and coloration of corals.
Coloration is also dependednt on shipping stress, water quality and other tank parameters we have no control over - so we can't guarantee an exact color match in your tank. Rest assured however, that as long as you have a clean and stable tank, most corals will retain or regain their coloration.
If you have any questions, please don't hesitate to email us at info@oceanaquatics.com or give us a call at 1-800-605-0914
