At Craze Corals, every coral is shipped healthy and packed with care to give it the best chance of arriving safely. We stand behind our livestock with a Live Arrival Guarantee and an 8-Hour Post-Delivery Guarantee.
What’s Covered
We guarantee live arrival on corals shipped through approved overnight shipping service.
If a coral arrives dead on arrival, also known as DOA, we will issue store credit for the value of the affected coral. Shipping charges, box fees, heat packs, cold packs, and other shipping-related costs are non-refundable.
We also offer an 8-Hour Post-Delivery Guarantee for corals that arrive alive but die within 8 hours of the carrier’s delivery timestamp or first delivery attempt, subject to the requirements listed below.
These guarantees cover confirmed coral death only. They do not cover temporary shipping stress, closed polyps, reduced color, slime, retracted tissue, or corals that are simply not fully open immediately after shipping.
What You Must Do to Qualify for the Live Arrival Guarantee
To qualify for the Live Arrival Guarantee, all of the following requirements must be met:
The buyer must be available to receive the package on the first delivery attempt.
The package must not be left unattended for over 1.5 hours after delivery.
The shipping address must be correct and complete at the time the order is placed.
The DOA coral must be photographed within 2 hours of the carrier’s delivery timestamp or first delivery attempt.
The coral must still be sealed in its original, unopened shipping bag when DOA photos are taken.
Clear photos of the dead coral in the unopened bag must be provided.
The buyer must email support@crazecorals.com within 4 hours of the carrier’s delivery timestamp with the order number, photos, and a brief description of the issue.
We cannot approve DOA claims without clear photos taken within the required time window.
What You Must Do to Qualify for the 8-Hour Post-Delivery Guarantee
If a coral arrives alive but dies within 8 hours of the carrier’s delivery timestamp or first delivery attempt, all of the following requirements must be met:
The buyer must contact Craze Corals before the 8-hour window expires.
The coral must have been photographed or recorded alive within 2 hours of delivery.
The buyer must provide photos or video showing the coral alive after placement in the tank.
The buyer must provide clear photos of the coral after death.
The buyer must provide the order number and a brief description of the issue.
The coral must have been properly acclimated and placed into a suitable reef aquarium environment.
The 8-Hour Post-Delivery Guarantee is intended to cover rare cases where a coral arrives alive but dies shortly after delivery.
Not Covered
The Live Arrival Guarantee and 8-Hour Post-Delivery Guarantee do not apply to:
Corals that are stressed, closed up, sliming, faded, or not fully open on arrival. These are common signs of shipping stress and often improve within a few days.
Corals that die after the 8-hour post-delivery window has expired.
Missed deliveries, refused deliveries, or packages not received on the first delivery attempt.
Packages left outside, in mailrooms, at front desks, or unattended after delivery.
Delays caused by an incorrect or incomplete shipping address.
Carrier delays, weather delays, mechanical delays, or other shipping issues outside of our control, unless Craze Corals chooses, at its sole discretion, to make an exception.
Local pickup orders. Local pickup customers are responsible for inspecting corals at the time of pickup.
Store Credit
Approved DOA claims and approved 8-Hour Post-Delivery Guarantee claims are resolved by store credit only unless Craze Corals chooses, at its sole discretion, to offer another remedy.
Store credit applies only to the value of the affected coral and does not include shipping or packaging costs.
Weather and Shipping Holds
We may use heat packs, cold packs, insulation, or other packing materials depending on the weather and shipping conditions.
Craze Corals reserves the right to delay shipment due to extreme heat, extreme cold, storms, carrier issues, holidays, animal health concerns, or any other condition that may affect live arrival. If we need to delay your shipment, we will contact you to coordinate a safer shipping date.
Questions Before You Buy?
If you have questions about shipping, acclimation, coral care, or whether your weather is safe for delivery, please contact us before placing your order. We would rather get it right before shipping than risk the health of the coral.