Arrive Alive Guarantee
At Living Reef Orlando, we believe in providing only the best for both our animals and our customers. Our expert aquarists carefully examine all livestock, and screen them for exceptional health. Living Reef Orlando is committed to top quality, which is why we offer a 24 Hour guarantee on any purchase- so you can buy with confidence! If your new aquarium addition does not stay alive for 24 hours, we will issue you a store credit or replacement for your losses.
In the event that a loss occurs:
- Do not discard the specimen, as doing so will void the guarantee.
- Take a photo of the deceased coral in the bag, and out of the bag within 2 hours of receiving your box. Please provide a clear photo.
- Email us at email@example.com your order number and pictures
- Verified DOA will be credited towards future purchases, minus any shipping charges
- A recipient must be present at the time of first delivery attempt to accept the package or the guarantee will be void.
- Do not refuse the box if it is damaged or wet, document all damage to your box.
- Our 24 Hour Livestock Guarantee only pertains to online purchases. In-Store purchases fall under the in-store Livestock Guarantee found on your receipt.
- Any order cancellations will be credited for 1 year or refunded with a 20% restocking fee.
- Guarantee not valid on in-store pick ups.
- Living Reef Orlando is not responsible if your coral becomes unattached or goes missing inside the tank.
- Living Reef Orlando is not responsible for carrier delays, negligence, or lost packages
Dry Goods - 14 Day Returns
If you would like to return an item, email us at firstname.lastname@example.org within 14 days of receiving your order. Please provide an order number with your email so we can properly look up your transaction.
Returned items must be sent back to us in new and unused condition in the original packaging along with all accessories, warranty cards, manuals, software, cables, etc.
Buyer must ship the product back to Living Reef Orlando at their own expense, once we receive the item, we will issue you a full refund to the original method of payment.
We are unable to accept returns of Neptune Systems, Aqua Illumination (AI) or EcoTech Marine products once the manufacturer’s packaging seals have been broken.