Palmetto Reef guarantees that all corals should arrive alive. In the event of DOA, Palmetto Reef must be contacted within 2 hours after receiving the package from the shipping company. Clear photos must be taken of the dead coral inside the closed bag and again outside. No credit will be given if there are not both types of pictures sent within 2 hours of receiving corals. There are no refunds or returns on live purchases. We do not issue refunds back to the credit card or any credit towards shipping. Verified DOA Pictures will receive credit towards next purchase. Every tank's parameters vary, and unfortunately the life of the coral is out of our hands once it is in your tank, and no credit or refunds can be given for losses.
If corals are DOA due to shipping related issues that are not under the control of Palmetto Reef or the Purchaser, credit will be given towards future purchase. We ask that in the case of any delays or damages to the package, you are expected to take all steps possible to file a claim with the shipping company.
If corals are being shipped to an airport or pick-up center, The Package must be picked up within two hours of being available for pick up, or it will not be covered under our DOA Policy. If you miss your package delivery you are not covered under the DOA Policy
All live items are shipped by FedEx through Priority Overnight Service, Monday- Thursday and usually arrive by 10:30am EST. Certain remote areas are delivered later in the day.