RETURN DETAILS & GUIDELINES

If anything in your order does not survive -- for reasons out of your control -- we will replace it for FREE (not including shipping charges, but shipping charges will only apply if you do not choose to have it replaced on a future order in which case there is no shipping charge). Oceanlife Aquatics is able to offer this opportunity only because every item packed in your order is individually reviewed and thoroughly inspected by our live goods team members.  Remember, you must follow the explicit guarantee procedure that is included in your order box or on this website.

There are a few guidelines that apply to this guarantee.  We can credit your account by sending the guaranteed item for free on a future live goods order. If you choose this option, there isn't a shipping charge for the guaranteed item.

You are NOT required to send us a water sample, but your water conditions must be acceptable for marine life. (ammonia =0 ppm, nitrites=0 ppm, nitrates=0-20 ppm, pH 8.0 to 8.4, specific gravity in the range of 1.020-1.025)

You must correctly follow Oceanlife Aquatics acclimation procedure. (go to Acclimation Procedure page) 

Your aquarium must have been up and running for a minimum of 6 weeks. 

You have four days from the time the livestock leaves our warehouse to postmark the return.

Items will only be replaced one time.

If you had the package held at the  hub you must pick them up the day they are scheduled to arrive.

Items marked (NG) offer no guarantee. 

In order to qualify you must take immediate delivery of your order and the order MUST be able to be delivered on the FIRST TRY by

UPS/Fedex -NO EXCEPTIONS. Also, if you have a signature waiver release on file with UPS/Fedex  we cannot guarantee any items in your order unless you actually sign for the package. We do offer the opportunity to waive the signature requirement and your order can be left at your door, but if you choose to do so the guarantee will be void. It is in the best interest of the items you ordered for you to be able to be home or at the office to take delivery.  You can also choose to have the package held at the UPS/Fedex hub closest to your home for pickup.  This is a very popular option since the package can be picked up anytime after 9am simply by showing your driver license and providing your tracking number at the UPS/Fedex counter.  You will need to make sure that you are accepting emails from Oceanlife Aquatics and that when you placed your order that your email address was correct.  We do not offer a guarantee on items that are sent to customers whose email system won't accept our emails or if they've provided an incorrect email address.   

Please follow these instructions below:

It is very important that you take a photo of the specimen that arrived deceased and contact us immediately after delivery.  Please be sure to your invoice handy. If a specimen dies you must follow the guarantee procedures before the end of the 24 hour period. 

NOTE: If you requested a "no signature", did not accept the package, or weren't available for the delivery on the first attempt, or had a signature release on file with  and were not available to sign, the 24 hour guarantee is null and void.

1. We must be notified by email within 2 hours of receipt of the order that an item has not survived shipment.  Simply email oceanlifeaqua@aol.com with your order number and the name of the item that did not survive.

2. "No Signature" orders do not qualify.

3. Items marked (NG) do not qualify.  An item marked (NG) does not mean it is not a hardy item and is not guaranteed, but rather the behavior or shipping methods for those items are misunderstood by those unfamiliar with those items.

4. The order must be able to be delivered on the first attempt.  Orders held at UPS/Fedex must be picked up on the day they arrive.

5. An item that is part of a Reef Package will be refunded based on the relative value in the package.

6. Free items do not qualify for any guarantee.

Payments
All orders must be prepaid before shipping.
We accept all major Credit cards through Paypal oceanlifeaqua@aol.com