OUR DOA POLICY

 

OUR LIVESTOCK REFUND POLICY

At The Coral Shop, most of our livestock products are listed as WYSIWYG (What You See Is What You Get), meaning all purchases are final. Our website automatically removes a product once it’s sold, preventing other customers from purchasing it. However, if an order cancellation is requested, we can offer a 100% refund under these terms, subject to our discretion.

OUR DOA POLICY

At The Coral Shop, we stand behind the quality of our marine life. We understand the importance of receiving healthy, vibrant specimens for your aquarium.

Dead on Arrival (DOA) Guarantee

• What's Covered:

  • All coral and marine life purchases
  • Deaths occurring within 1 hour of delivery
  • Visible damage upon arrival

• Requirements for Claims:

  1. Photos/video of unopened bag upon delivery
  2. Photos/video while opening the bag
  3. Photos/video of deceased specimen
  4. Notification within 1 hour of delivery

• How to Submit a Claim:

  1. Email photos/videos to info@thecoralshop.com.au
  2. Include your order number
  3. Provide a brief description of the issue

• What We Offer:

  • Full store credit for verified DOA specimens
  • Replacement specimen (when available)

• Not Covered:

  • Deaths occurring after 1 hour of delivery
  • Improper acclimation
  • Specimens stressed but alive
  • Shipping delays beyond our control

• Important Notes:

  • All shipments are left without a signature
  • We ship Monday-Wednesday to avoid weekend delays
  • Insurance at checkout is available for a coverage of livestock and shipping delays and will guarantee a refund
  • Local pickup available at our Burleigh Heads location

StarTrack Premium Flat Rate Shipping provides a live delivery guarantee for all orders received within 24 hours of dispatch. Please note that if parcels are mismanaged by the courier or held in transit, we cannot guarantee the health and safety of the livestock and, therefore, cannot accept any claims.

To make a claim, please ensure:

• The claim is accompanied by an accurate photo of the coral in the original sealed bag(s).
• Delivery costs are non-refundable.
• If we cannot replace the item, which is always our first priority, we will offer a refund for the item.

Please email your photograph and details of your claim on the day your stock arrives to info@thecoralshop.com.au so that we can process a replacement or refund of the purchase.