With each order comes a Live Arrival Guarantee.
You must sign and receive the package on the FIRST delivery attempt or guarantee is void.
Packages shipped to a FedEx or UPS hold facility must be picked up within the first three hours of opening or guarantee is void.
Prior to shipping, each specimen is carefully inspected and will only be shipped if it meets our high quality standards. With our packaging techniques, we have a very high success rate with shipping our livestock.
If any of your livestock arrives dead, you must notify us via email of the DOA items within 4 hours of delivery. A clear photo of the dead specimen must be included in your email. In the event that a coral arrives stressed or damaged, please contact us via email with your concerns. Please include clear pictures in the email. We ask that you allow 2-3 weeks for the coral to be evaluated for DOA credit. Many corals bounce back and begin to quickly recover from shipping stress.
DOA credits will be applied in the form of a merchandise credit towards another order. This credit will be valid for 6 months from the date issued. There is no refund on shipping unless the carrier failed to deliver the package on time and has issued a credit to Hobe Sound Frags.
PLEASE NOTE: Delays due to weather, mechanical failures, etc. that result in loss will not be covered under our Live Arrival Guarantee.