Return & Refund Policy

Return & Refund Policy

Last updated: [Current date]

At Empire Corals, we're committed to your satisfaction and the health of every coral we ship. Please review our policy carefully before placing an order.

Live Arrival Guarantee (DOA Policy)

What's Covered

We guarantee that all livestock will arrive alive and healthy when shipped via our standard FedEx Priority Overnight service.

DOA Claims Process

  1. Immediate notification: Contact us within 2 hours of the first delivery attempt
  2. Photo documentation: Provide clear photos of the coral still in its unopened bag
  3. Order details: Include your order number and tracking information
  4. Package condition: Note any visible damage to the shipping box

DOA Resolution

For confirmed DOA corals, we offer:

  • Full replacement of the coral (subject to availability)
  • Store credit for the full value of the coral
  • Refund to original payment method (at our discretion)

What's NOT Covered by DOA

  • Incorrect shipping address provided by customer
  • Refused or unclaimed packages
  • Delays caused by carrier issues beyond our control (we'll work with you case-by-case)
  • Packages held at carrier facilities at customer request
  • Claims made after 2 hours of delivery
  • Corals that decline after successful acclimation

Returns & Refunds (Non-DOA)

Live Livestock

Due to the nature of live corals and invertebrates, we cannot accept returns on livestock that arrives alive and healthy. All sales are final once the coral has been successfully delivered.

Non-Livestock Items

For equipment, supplies, or other non-living items:

  • Returns accepted within 14 days of delivery
  • Items must be unused, in original packaging
  • Customer responsible for return shipping costs
  • Refund issued to original payment method minus original shipping costs
  • Contact us before returning any items

Order Cancellations

Before Shipping

Orders can be cancelled for a full refund if:

  • The order has not yet been packed or shipped
  • You contact us within 2 hours of placing the order

After Shipping

Once an order has shipped, it cannot be cancelled. The package is in transit and our DOA policy will apply upon delivery.

Damaged or Incorrect Orders

Wrong Item Received

If you receive the wrong coral or item:

  • Contact us immediately with photos
  • We'll arrange for replacement or refund
  • Return shipping will be covered by us

Damaged Packaging

If your package arrives with visible damage:

  • Document the damage with photos before opening
  • Note the damage on the delivery receipt if possible
  • Contact us immediately
  • Open carefully and inspect all contents

Refund Processing

Approved refunds will be processed within 5-7 business days to your original payment method. Please allow additional time for your financial institution to post the credit to your account.

Store Credit

Store credit never expires and can be used on any future purchase. Store credit is often the fastest resolution for DOA claims as it allows you to immediately reorder.

Weather Delays & Holds

If we delay your shipment due to extreme weather conditions:

  • You'll be notified immediately
  • Your order will ship as soon as conditions are safe
  • No cancellation fees apply
  • You may cancel for a full refund if the delay is unacceptable

Contact Us

If you have any questions about our return and refund policy, or need to initiate a claim, please contact us:

  • Email: [Zac@EmpireCorals.com]
  • Phone: [+1 (608) 728-8374]
  • Response time: Within 24 hours

We're committed to making things right. If you have any concerns about your order, please reach out - we're here to help!