Clear Standards. Confident Ordering.
Arrive Alive Guarantee
Arrive Alive Guarantee
We stand behind the preparation and care that goes into every one of our shipments. In the rare event of a Dead On Arrival (DOA), we’ll work quickly to provide an appropriate resolution.
What Qualifies?
Coverage
Livestock that has arrived deceased inside sealed bags.
Livestock with severe shipping related distress upon arrival.
Shipping carrier related delays resulting in livestock loss.
Livestock that was acclimated following our procedure.
What Proof?
Requirements
Claims must be submitted within 2 hours of delivery.
Clear photos of the fish in the unopened bag are required.
Orders must be accepted on the first delivery attempt.
Proper acclimation procedures must be followed.
What's Fixed?
Resolution
We review each claim to determine the best resolution.
Shipping charges are non-refundable unless stated.
Replacement livestock, store credit, or refunds are issued.
New livestock will be scheduled into an upcoming batch.
Disease Free Guarantee
Disease Free Guarantee
We stand behind the health and preparation of all ReefShield livestock. If a customer obtains a disease directly linked to our livestock within the 30-day guarantee period, we will refund up to 200% of your order.
What Qualifies?
Coverage
Marine Ich, Velvet, Brooklynella, Uronema, and Flukes from ReefShield livestock.
Disease claims must occur within the 30-day guarantee period following delivery.
Our guarantee applies only to the covered parasitic diseases listed above.
What Proof?
Requirements
Must remain free of newly introduced livestock during the guarantee period.
Clear photos, videos, and critical information must be provided promptly for review.
ReefShield reserves the right to request additional information during the review.
What's Fixed?
Resolution
Approved claims will receive 200% store credit for the affected livestock purchase.
Our goal is to resolve all disease claims in a quick, fair, and professional manner.
Our team works closely with customers to review symptoms and determine next steps.
Cancellation Policy
Cancellation availability depends on the stage of the ordering process.
Every ReefShield order involves specific livestock sourcing, completion of our quarantine process, and access to our limited system capacity. For this reason, cancellation requests are handled based on the stage of the ordering process.
Orders may be canceled for a full refund prior to livestock sourcing. Once sourcing, quarantine, or conditioning has started, cancellations are subject to partial refunds or store credit at the discretion of ReefShield Aquatics.
Orders that have already shipped cannot be canceled or refunded. Shipping charges are non-refundable once your livestock has entered transit.
If you need to request a cancellation, or if you have questions regarding an existing order, please contact us as soon as possible. Visit the Contact Us page stating your order number, your request, and your reason for cancellation.
Refund Policy
Refund availability depends on the stage of the ordering process.
Due to the nature of marine livestock, refunds are not available once livestock has been shipped or delivered. Orders already in transit are covered separately under our Arrive Alive Guarantee and applicable livestock guarantee policies.