Frequently Asked Questions
Q. My order is over $150 so I should get free shipping. Why is there a $10 charge?
A. On every order, regardless of the amount, there is a $10 "box charge". For detailed information on order preparation, packing and shipping please see our Shipping Information page.
Q. If my order takes up several boxes, do I have to pay additional box charges?
A. Nope. The $10 box charge is applied just once for each order.
Q. Can I place an order and have you hold it for awhile?
A. We'll hold your order for up to 5 business days at no additional charge. When you place your order, just use the Comments box to indicate when you want your order shipped or delivered. If you need us to hold your order for a longer period of time, your order may be subject to additional charges and WE WILL NOT BE RESPONSIBLE FOR THE ITEM PAST 5 DAYS, we will do everything in our power to make sure the specimen remains in good condition but cannot guarantee its health holding it lat our risk. We would strongly recommend that you give us a call to discuss your unique request if you are wanting us to hold order more than 5 days.
Q. Can I cancel an order that I have already placed?
A. Yes, but only if your order hasn't already shipped. Once your order has been shipped the sale is final.
If you want to cancel an order that has not shipped, you can do so but there will be a 30% restocking fee. We know that sounds like a lot, but it is A LOT of work for us to cancel your order, re-photo the corals, put them back on our website, etc. This is an extremely labor-intensive process for us.
Q. I just placed an order. When will I receive it?
A. Normally your order will be packed and shipped the next business day after you place your order, and then you'll receive the order the day after that. If you have any special requests as to when you want your order shipped or delivered, just let us know in the Comments box when you place your order.
Q. Why is a signature required to receive my shipment? Can this be waived?
A. This is required for your order to be covered under our livestock guarantee, as it allows us to track
when your package was delivered. If your order is not delivered on the first delivery attempt there is
simply no way we can guarantee your livestock since they will be subject to unnecessary and unknown climate, etc.
If you'd like us to waive the "signature required" on your order, and you agree that our livestock guarantee will not apply to that order, just let us know in the Comments box when you place your order.
Q. How do I get credit for a coral or other item under your Livestock Guarantee?
A. Please see our Policies & Guarantee page for all of the details.
Q. I plan to use my store credit on my next order. Do I still get free shipping?
A. Yes you will still get free shipping, as long as your purchase is at least $150 over the amount of the credit and/or discounts applied to your order.
Q. I'm looking for something in particular. Will you special order it for me?
A. Absolutely. Just let us know what you're looking for and we'll do our best to get it for you!
Q. I sent you an email late on Friday and I still haven't heard from you. Why not?!
A. Our customer support team works Monday through Friday, from 9am to 6pm CST. If you send us an email late on Friday, please allow until late Monday morning to get back to you via email. If you have an urgent problem and it's Friday afternoon we would recommend that you give us a call instead. Thanks!