Policies - Doa - tips

Our priority is to deliver quality healthy corals, fish , invertebrates and we'll do our best to have complete customer satisfaction.

If for any reason your coral, fish, invertebrates arrive dead, we will need the following in order to file your claim:

A clear video of the Coral, Fish,Invertebrate BEFORE the bag is open within 2 hrs of the posted delivered time. An unclear video or opened bag will void the DOA claim.

A clear video of the box that Coral, Fish, Invertebrate came in, showing all sides and corners of the box. An unclear video will void the DOA claim.

DO NOT remove the coral from the plug for guarantee is void.

DO NOT discard or ship the specimen back without Aquavida365 authorization, doing so will void the guarantee.

DO NOT refuse the shipment if box is leaking or appears damaged or guarantee is void.

If the DOA claim is valid, then we will replace or issue store credit at our discretion.  In either case, the cost of shipping is non-refundable and customers will be responsible for the shipping cost of any replacement coral. DOA due to shipping delay, damages, or mishandling cause by FedEx/UPS, this include weather, mechanical or acts of Nature, will NOT be covered.

DOA claim applies to shipments only, not local pickup.

It is up to our discretion to void your DOA claim if we believe your tank is not in suitable conditions to keep your animals alive and healthy.

Any order cancellations will be credited for 1 year or refunded with a 20% restocking 

It is up to our discretion to void your guarantee if you have Non-reef safe fish (including, but not limited to residing in your reef tank. These fish in particular have been known to pick and/or consume corals and Aquavida365 Corals cannot be held responsible for what these corals or fish that might decide to consume the latest additions to your reef.


We know purchasing fish online without seeing them in person can feel risky. That’s why we take great care in selecting healthy specimens, packaging them properly, and shipping them safely so they arrive ready to thrive in your aquarium.

 

 


When livestock is acclimated correctly, introduced into a properly cycled and stable system, and placed with compatible tank mates, it should transition successfully and do very well.


Please note: “Expert” level and certain sensitive species are excluded from our full 9 day coverage (details below).


9 Day Livestock Coverage

 

 


We provide a live arrival and survival guarantee for up to 9 days from delivery on most livestock, provided all requirements below are met:


To Qualify:



  • Your package must arrive on time and livestock must be acclimated promptly and properly.
  • If a shipment is delayed, Delay Protection must be purchased to keep your coverage valid.
  • Your aquarium must be fully cycled, stable, and well maintained.
  • New livestock must be compatible with existing inhabitants.
  • The environment must meet species-specific needs (adequate hiding spots, proper substrate, correct flow and oxygen levels, stable water parameters).
  • In the event of loss, you must provide a clear photo of the specimen out of water, placed on a white background, with your order number and date visible in the image.



To submit a claim, complete the online Guarantee Claim Form.

Approved claims are issued as store credit.

Claims sent by email will not be accepted.


Important: First 3 Days Matter

 

 


For full 9-day coverage, any concerns must be emailed within the first 3 days after delivery.


This includes:


  • Signs of illness
  • Unusual behavior
  • Refusal to eat
  • Visible injury or decline



Prompt communication allows us to help troubleshoot and potentially save the animal.


If a loss occurs after day 3 and no concerns were reported during the first week, the claim will be denied. Issues related to shipping or pre-existing health conditions typically present within the first 3 days. Problems developing later often indicate tank-related causes.


Our guarantee covers shipping-related or pre-existing livestock health concerns — not losses caused by aquarium conditions or improper care.



Dead on Arrival (DOA)

 


If livestock arrives deceased:


  • Email photos within 2 hours of delivery (order number required).
  • The claim form may be used but is not required for DOAs.
  • “Expert” items must strictly be reported within the 2-hour window (live arrival only).




Multiple Losses (Same Species)

 


If more than one of the same species is lost (for example, multiple shrimp or chromis), all deceased specimens must be preserved and photographed together in a single image to qualify for credit.



High-Value Specimens (Over $150)

 


For livestock valued over $150, a short 15-second video outside of water is required. This measure is necessary due to prior fraud cases.

 


Responding to Info Requests


If we request additional photos, videos, or water parameters, they must be submitted within 3 days. After that timeframe, claims cannot be processed as tank conditions may have changed.


Incomplete documentation (unclear photos, refusal to provide water parameters, inability to retrieve the specimen, etc.) may result in denial.



Store Credit Details

 

Once approved, you’ll receive a credit code by email.


  • Credit works like a prepaid balance.
  • Unused portions remain available for future orders.
  • Credits must be applied at checkout.
  • We cannot retroactively apply credits after an order is placed.



Shipping costs are non-refundable.



Shipping Delays & Delay Protection

 


Carriers do not refund weather or mechanical delays. While we pack carefully and delays are rare, they can occur.


To remain covered in the event of a carrier delay, Delay Protection ($20) must be added at checkout.


If a shipment is delayed and Delay Protection was not purchased, the 9 day guarantee becomes void.



Guarantee Exclusions

 


Coverage does not apply to losses resulting from:


  • Aggression, bullying, or predation
  • Improper tank size or incompatible tank mates
  • Poor water quality or unstable parameters
  • Failure to follow acclimation procedures
  • Not being present to receive the shipment
  • Introducing fish into an empty system without established saltwater fish
  • Jumping from tank or injury from equipment
  • Lack of required habitat features (e.g., sand bed for burrowing species)
  • Use of acclimation boxes for new arrivals
  • Inability to provide required documentation


Water parameters must remain within acceptable marine ranges (stable temperature, zero ammonia, appropriate salinity and pH).


We reserve the right to decline coverage if repeated losses suggest ongoing environmental or husbandry issues.



Acclimation Boxes

 


New arrivals placed into acclimation boxes will not be covered.


These enclosures can prolong stress because fish remain exposed and unable to retreat. If aggression is a concern, consider temporarily isolating established fish instead so new arrivals can settle peacefully.



Expert & Sensitive Species

 


“Expert” level livestock is covered for live arrival only.


If an expert specimen arrives deceased or compromised, photos must be submitted within 1 hour of delivery. After that window, coverage expires.


These species may require advanced care and are not suitable for all hobbyists.



ch & Marine Velvet (Cryptocaryon irritans)


We maintain clean, professionally filtered systems and treat livestock prior to shipment. Fish are inspected before leaving our facility.


We guarantee livestock leaves us free of visible ich, velvet, or other illness.


However:


  • Wild fish can carry dormant parasites.
  • Stress events (including shipping) may trigger symptoms.
  • If visible illness is present upon arrival, notify us within 4 hours with photos — this is covered.
  • Illness developing later in your tank is not covered.



Quarantine is strongly recommended, especially for newer systems. We do not perform full 2–6 week quarantines.



Inexplicable Losses


Aquariums are complex systems, and sometimes losses occur without obvious cause. If all requirements were followed, we will honor valid claims.


However, coverage cannot continue if a pattern emerges, including:


  • Over 60% loss from a single order without early-reported concerns
  • Repeated unexplained losses across multiple consecutive orders


Ongoing unexplained losses typically indicate tank instability or acclimation issues beyond our control.



Final Notes


Our guarantee exists to protect customers from shipping-related or pre-existing health issues — not from preventable tank-related losses.


We are committed to honoring legitimate claims and providing guidance when concerns are communicated promptly. Clear documentation and early communication are essential to maintaining eligibility for coverage.


We greatly appreciate you taking the time to read these policies thank you.