Livestock Guarantee Details

I suffered a loss. What should I do?

Write your order number along with the date on a sheet of paper. Place the deceased specimen on the same piece of paper and shoot a digital photograph of it. Email us the photo within 15 days of your delivery date and let us know if you would prefer a replacement animal or store credit. We will respond within 24 hours (excluding weekends and holidays) to let you know we have credited your account or to arrange delivery of your replacement animal.

If you opt to receive store credit, the representative handling your warranty claim will email you the amount of credit you have available. Store credits can be redeemed online or via telephone at LivingReefOrlando.com immediately after they are issued. You do not have to wait for any funds to process. You are free to shop for a replacement animal or you can save the credit for a future purchase.**

If you opt to receive a replacement, Living Reef Orlando will schedule the delivery on a mutually agreed upon date. You are responsible for all shipping charges. We will propose possible delivery dates/times for the replacement via email after you send us a photo of the deceased specimen. Just confirm by telephone or email the date/time that works best for you and we will ship the replacement so it arrives precisely when you specified.

Terms & Conditions

We want our Satisfaction Guarantee to be as simple and easy to understand as possible. There are, however, some general rules and exemptions you need to be aware of. We have broken these down into sections to make them easy to read and reference. If you have questions or concerns about our policies, do not hesitate to contact us. We believe we can turn even the most unfortunate of circumstances into a favorable outcome if you give us the opportunity. We are hobbyists ourselves and the last thing we want is for you to be unhappy with your shopping experience.

*Our 15 Day Livestock Guarantee only pertains to online purchases. In-Store purchases fall under the in-store Livestock Guarantee found on your receipt.*

 

Shipping and Delivery

  • You (or someone authorized by you) must sign and accept delivery of your order on the first delivery attempt by the shipping courier.
  • You are responsible for the full cost of the order plus return shipping costs if delivery is refused for any reason, including you not being present to accept delivery.
  • You must pick up your order within four hours of delivery if your livestock is delivered to or held at your local shipping courier's mailing center.
  • Our Satisfaction Guarantee does not cover orders delivered to addresses where temperatures are presently below 40° F or above 90° F.
  • You are responsible for the cost of shipping any replacement animals sent under our Satisfaction Guarantee. Your original shipping charges are non-refundable.
  • Our Satisfaction Guarantee applies only to the original shipment, not replacement shipments.

Store Credit/Refunds

  • If you submit a claim under our Satisfaction Guarantee and opt to receive store credit, you will receive credit for the dead specimen only. Your original shipping charges are non-refundable.
  • Your store credit can only be redeemed at LivingReefOrlando.com. You cannot apply store credit to purchases at our retail location.
  • Please accept our sincere apology for any inconvenience but we do not issue refunds to credit/debit cards or PayPal. Refunds are issued only as store credit.
  • **Store credit issued under our Satisfaction Guarantee is valid for one year from the date the credit is issued.

Livestock Care/Water Parameters

  • You must follow our Acclimation Guide even if your new arrival appears lifeless. Livestock that appears dead often recovers once properly acclimated. The depressed pH level in the water the animal was shipped in may create the appearance of death. It is important to note marine life from any online fish store will be subjected to some form of stress when packed, shipped and acclimated into a new aquarium. Stress weakens animals' immune systems and increases the likelihood of infection. That is why we strongly encourage you to quarantine all new arrivals before adding them to your display tank.
  • We urge you to quarantine new livestock for at least 14 days before adding the animals to your display tank. We are not responsible for disease-related problems that arise from improperly introducing new marine life.
  • To receive a replacement animal or store credit under our Satisfaction Guarantee, the animal in question must not exhibit signs of physical abuse, injury or harassment such as fragging, tears, cuts or frayed fins.
  • Your aquarium's water chemistry must be within the following parameters:

    • Temperature: 76° - 79° F and constant
    • Alkalinity: 7.8 – 10.0 dkh
    • Ammonia: 0
    • Calcium: 420 to 475 mg/L
    • Nitrate: < 10 mg/L
    • Nitrite: 0
    • pH: 8.1 - 8.4
    • Phosphate: < 0.10 mg/L
    • Specific Gravity: 1.023 - 1.025

 

*Resctricted Species

We carry a limited number of marine animals which are, in our experience, difficult to care for. These animals are labeled as "Restricted Species" in the product descriptions on our website. These animals may release ink, toxins and/or require very precise tank conditions in order to stay alive and thrive. Due to the unpredictable nature and danger associated with caring for these animals, Restricted Species are not covered under our 15 day Satisfaction Guarantee. Living Reef Orlando cannot be held responsible in the unfortunate event one of these species poisons or otherwise wreaks havoc inside your aquarium. Only experienced, expert-level aquarium hobbyists should attempt caring for Restricted Species. If you want to purchase an animal labeled as a Restricted Species, we encourage you to ask our customer support staff for advice before you buy so we can help you determine if your setup is appropriate for the animal(s) you are interested in keeping.