We offer this guarantee so that you can be confident in your purchase. Our promise to our customers is that we will only ship quality animals selected for superb health and color. Please read the following Live Guarantee.
We will fairly, honestly and accurately apply it to every order. ReefHotSpot.com guarantees livestock (except exempt species marked with NG in the product title) will arrive alive and live for 14 days or we will issue a store credit for the purchase price of your lost item.
Terms and Conditions:
-This guarantee does not apply to “walk-in” customers. It applies only to items shipped to customers.
-Aquarium water chemistry must be within the proper parameters to support aquarium animals:
Ammonia – 0.0 ppm
Nitrite – 0.0 ppm
Nitrate – 0.0-30 ppm
pH – 8.1-8.4
Specific gravity – 1.020-1.025 – Temperature – between 75°- 83° F and constant
-Customer must physically sign for package on the first delivery attempt regardless of whether or not UPS is late. Refusal of delivery for any reason voids any guarantee and the customer will be liable for the full invoice value of the shipment.
-Customer must follow ReefHotSpot acclimation procedures upon introducing the new animal into your home aquarium. Our acclimation guide can be found at the following link: http://www.reefhotspot.com/store/accGuide.php
-Our fourteen-day guarantee begins on the initial shipping date.
–Live Guarantee does not apply to livestock that has died as a result of being harassed or picked on by other animals.
-Specimen must be returned with a return authorization number according to the directions below. Please do not ship or discard specimens without our consent, as this will cause our guarantee to be void.
-We will not issue credit for shipping costs.
-Store credit is not usable towards ‘free shipping over $225’ or the ‘Flat rate’ shipping.
-Store credit from livestock can only be used on new livestock.
-We will not replace replacements or livestock bought by store credit.
-Livestock must be reported dead via email within the fourteen-day period of the guarantee. In the rare event of Dead On Arrival live stock, DOA live stock must be reported within 2 hours of delivery as recorded in the package tracking history. Returns or proof of death must be sent within two days of the item being reported dead.
- A 50% restocking fee will be charged to cancelled orders if livestock is held longer than one week.
- Live Stock Guarantee Credits are not transferable.
How to return livestock that meet the criteria of our guarantee:
-Email (firstname.lastname@example.org) immediately within the fourteen days to report losses. Be sure to include name, number, and message.
-Place deceased specimen in sealed plastic bag. Apply a little table salt to prevent decay and place in freezer.
-After you receive a return authorization number by email, place sealed bag in a padded envelope or small box and ship to the California address that will be given to you along with your return authorization number. Write the return authorization number on the back of envelope.
–We will email a discount code to you that will allow you use your credit within one year of the credit being issued. We do not issue credit for any shipping costs.
–Please allow 48 hours for processing of live guarantee claims.