Refund policy

Refund, Return & Live Arrival Policy

At Island Reef Aquatics, the health of our livestock and satisfaction of our customers are extremely important to us. We take great care in selecting, maintaining, packing, and handling every animal and product we sell.

Because live animals and aquarium equipment require different handling, the following policies apply.

Live Livestock — All Sales Final

All sales of live livestock are final. This includes, but is not limited to:

  • Corals
  • WYSIWYG corals
  • Fish
  • Shrimp, crabs, snails, urchins, starfish, and other invertebrates
  • Anemones
  • Other live aquatic animals

For the health and safety of our livestock and aquarium systems, we cannot accept returns or exchanges of live animals once they have left our possession.

This policy applies to both shipped orders and local/in-store purchases.

If livestock arrives deceased, it may qualify for coverage under our Live Arrival Guarantee, subject to all requirements below.

Live Arrival Guarantee

Island Reef Aquatics guarantees that livestock shipped by us will arrive alive, subject to the requirements and exclusions outlined in this policy.

If an animal is Dead on Arrival (DOA), you must contact Island Reef Aquatics within 2 hours of the carrier's documented delivery time.

Required DOA Documentation

Video evidence is required for all DOA claims. Photos alone are not sufficient to qualify for the Live Arrival Guarantee.

To submit a DOA claim, you must provide:

  • Your name and order number
  • A clear photo of the affected livestock inside the original, unopened shipping bag
  • A clear, continuous video showing the affected livestock, its condition, and the original shipping bag
  • Additional photos or video of the livestock outside of the bag if requested
  • Photos or video of the shipping box, insulation, heat/cold packs, or other packaging if requested
  • Any additional information reasonably requested by Island Reef Aquatics to verify the claim

The submitted video must clearly show enough of the animal and original packaging for us to reasonably verify its identity and condition.

Do not discard the livestock, shipping bag, shipping box, or packaging until your claim has been reviewed and Island Reef Aquatics confirms that these items may be discarded.

Claims submitted outside the 2-hour reporting window or without the required video and documentation may be denied.

Authenticity of Photos & Videos

All photographs, videos, screenshots, and other documentation submitted as part of a claim must be authentic and accurately represent the livestock received and its actual condition at the time of delivery.

Claim evidence may not be AI-generated, materially AI-altered, digitally manipulated, staged, falsified, or otherwise modified in a manner that misrepresents the livestock, packaging, delivery, or circumstances surrounding the claim.

Island Reef Aquatics reserves the right to deny a refund, replacement, store credit, or other claim when we reasonably suspect that submitted evidence has been generated, altered, manipulated, falsified, staged, or otherwise misrepresents the condition of the livestock or circumstances of the claim.

We reserve the right to request additional photographs, videos, timestamps, packaging, or other reasonable documentation before approving a claim.

Failure or refusal to provide reasonably requested verification may result in the claim being denied.

Approved DOA Claims

Once a DOA claim has been reviewed and approved, Island Reef Aquatics may provide, at our discretion:

A replacement of the affected livestock, when available, OR store credit equal to the purchase price of the affected livestock.

Cash or original-payment-method refunds are not guaranteed for livestock claims unless required by applicable law or specifically approved by Island Reef Aquatics.

Because many of our corals and livestock are unique or WYSIWYG, an identical replacement may not always be available.

Original shipping charges are non-refundable and are not included in livestock credits.

If replacement livestock must be shipped separately, the customer may be responsible for additional shipping charges.

Live Arrival Guarantee Requirements

To qualify for our Live Arrival Guarantee:

  • Someone must be available to receive the shipment promptly.
  • The package must be delivered to the address provided with the order.
  • Livestock must be unpacked promptly after delivery.
  • Proper acclimation procedures must be followed.
  • Livestock must be placed into an appropriately established aquarium with suitable water parameters, temperature, salinity, lighting, flow, and compatibility for the species.
  • The customer must contact Island Reef Aquatics within the required claim period.
  • The customer must provide the required video and other requested documentation.
  • The livestock, shipping bag, and packaging must be retained until the claim has been reviewed.

Island Reef Aquatics reserves the right to deny a claim when livestock loss reasonably appears to have resulted from improper acclimation, unsuitable aquarium conditions, neglect, aggression or injury from other livestock, equipment failure, temperature issues occurring after delivery, improper handling, failure to promptly receive the shipment, or other conditions occurring after successful delivery.

The Live Arrival Guarantee covers the condition of livestock at the time of delivery. It is not a guarantee of survival after successful delivery and acclimation.

Shipping Delays & Carrier Issues

We carefully package livestock for overnight transportation and appropriate anticipated weather conditions. However, shipping carriers occasionally experience delays outside of our control.

A carrier delay does not automatically void your Live Arrival Guarantee.

If your shipment is delayed, please monitor the tracking information and contact us if you have concerns.

Once the shipment is delivered, promptly inspect the package and livestock and follow the Live Arrival Guarantee claim procedures if there is a problem.

Island Reef Aquatics is not responsible for delivery problems caused by:

  • An incorrect or incomplete address provided by the customer
  • Missed delivery attempts
  • Refusal of delivery
  • Customer-requested delivery changes
  • Customer-requested rerouting
  • Customer-requested carrier holds
  • Failure to retrieve a package being held for pickup
  • Failure to promptly receive or unpack the shipment after documented delivery

WYSIWYG Corals

WYSIWYG means "What You See Is What You Get."

Unless otherwise clearly stated, the coral shown in a WYSIWYG listing is the individual coral being purchased.

Because WYSIWYG livestock is specifically reserved and removed from inventory for the purchaser, all WYSIWYG sales are final.

Island Reef Aquatics makes every reasonable effort to photograph livestock accurately. However, coral appearance can vary depending on:

  • Aquarium lighting and spectrum
  • Camera and display settings
  • Viewing angle
  • Water parameters
  • Shipping stress
  • Acclimation
  • Polyp extension
  • Natural changes in coloration

Differences in coloration, fluorescence, brightness, or polyp extension do not by themselves constitute a DOA.

WYSIWYG livestock remains covered by our Live Arrival Guarantee when all applicable requirements are satisfied.

Order Cancellations — Livestock

Once livestock has been reserved, removed from inventory, prepared for shipment, packed, or shipped, the order may no longer be canceled.

Cancellation requests received before processing begins may be approved at Island Reef Aquatics' discretion.

Orders that have already shipped cannot be canceled.

Local Pickup & In-Store Livestock Purchases

Customers are encouraged to inspect livestock before accepting an in-store or local pickup purchase.

Once live livestock leaves Island Reef Aquatics, the sale is final and the livestock cannot be returned or exchanged.

Our shipped-order Live Arrival Guarantee does not apply to livestock purchased or picked up in person unless otherwise specifically stated in writing by Island Reef Aquatics at the time of purchase.

Aquarium Equipment & Dry Goods

We accept eligible returns of aquarium equipment and dry goods within 30 days of purchase or delivery.

To qualify for a return, the product must be:

  • New and unused
  • Uninstalled
  • Free from water, salt, chemicals, or other aquarium exposure
  • In its original manufacturer packaging
  • Complete with all accessories, manuals, cords, components, and documentation
  • In resellable condition

Proof of purchase may be required.

Approved eligible returns will be refunded to the original payment method, less applicable shipping charges, restocking fees, or other non-refundable charges.

Opened Equipment

Equipment that has been opened but has not been installed, used, or exposed to water may be accepted for return at Island Reef Aquatics' discretion.

Approved opened-product returns may be subject to a 15% restocking fee.

Products showing evidence of installation, operation, water exposure, salt creep, scratches from installation, altered wiring, modification, missing components, or other signs of use may not be eligible for return.

Non-Returnable Products

Unless defective upon arrival or otherwise required by applicable law, the following are final sale:

  • Live livestock
  • Used or installed equipment
  • Products exposed to aquarium water
  • Opened food
  • Frozen or refrigerated products
  • Medications and treatments
  • Opened chemicals or additives
  • Opened salt or substrate
  • Cut-to-length or custom products
  • Special-order products
  • Clearance or final-sale products
  • Gift cards
  • Products missing original packaging, accessories, or components

Damaged Equipment During Shipping

Please inspect equipment and dry goods immediately upon delivery.

If an item arrives damaged due to shipping, contact Island Reef Aquatics within 48 hours of delivery.

You may be required to provide:

  • Your name and order number
  • Photos of the shipping box
  • Photos of the packaging materials
  • Photos and/or video clearly showing the damaged product
  • A description of the damage
  • Any additional documentation reasonably necessary to evaluate the claim

Please retain the product and all original packaging until the claim has been resolved.

Once the damage has been verified, Island Reef Aquatics will determine the appropriate resolution, which may include a replacement, refund, store credit, or assistance with a carrier or manufacturer claim.

Defective Equipment & Manufacturer Warranties

Many aquarium products are covered by a manufacturer's warranty.

If a product develops a defect after it has been installed or used, the product may need to be serviced, repaired, or replaced directly through the manufacturer according to the manufacturer's warranty terms.

Island Reef Aquatics will make reasonable efforts to help customers identify the appropriate manufacturer warranty process, but manufacturer warranty decisions are ultimately controlled by the manufacturer.

Normal wear, misuse, improper installation, water damage, electrical damage, modification, accidental damage, or operation outside the manufacturer's specifications is not considered a standard return.

Return Shipping

Unless an item was shipped incorrectly or arrived damaged and the claim is approved:

Customers are responsible for return shipping costs.

Original shipping and delivery charges are non-refundable.

We strongly recommend using a trackable and insured shipping method when returning eligible equipment.

Island Reef Aquatics is not responsible for returned merchandise that is lost or damaged while being shipped back to us.

Do not ship a return to Island Reef Aquatics without first contacting us and receiving return authorization.

Unauthorized returns may be refused.

Refund Processing

Once an approved return has been received and inspected, eligible refunds will be issued to the original payment method unless another resolution has been agreed upon.

Processing times may vary depending on your bank, credit card issuer, payment provider, or other financial institution.

Shipping fees, delivery fees, restocking fees, and other applicable non-refundable charges will not be included unless Island Reef Aquatics determines that an error occurred on our part or otherwise required by applicable law.

Livestock claims are handled separately under our Live Arrival Guarantee.

Sale, Clearance & Promotional Items

Products clearly marked Final Sale, Clearance, Open Box, or Liquidation may not be eligible for return.

Livestock purchased during special sales, live sales, flash sales, discounts, giveaways, or promotional events remains subject to our livestock and Live Arrival Guarantee policies unless different terms are specifically stated for that promotion.

Receiving an item for free as part of a promotion does not create a cash refund value for that item.

Policy Abuse, Fraudulent Claims & Manipulated Evidence

Island Reef Aquatics reserves the right to refuse or deny returns, refunds, store credits, replacements, Live Arrival Guarantee claims, or future transactions when we reasonably suspect:

  • Fraud or attempted fraud
  • Misrepresentation
  • Repeated policy abuse
  • Chargeback abuse
  • Intentional damage
  • Submission of false or misleading information
  • Staged photographs or videos
  • Altered or manipulated evidence
  • AI-generated or materially AI-altered evidence
  • Use of another animal or product to misrepresent the condition of the item purchased
  • Any other attempt to improperly obtain a refund, replacement, credit, or other benefit

All evidence submitted with a claim must accurately represent the actual product or livestock received and its actual condition.

Island Reef Aquatics reserves the right to deny a claim when we reasonably suspect that photographs, videos, screenshots, documents, or other evidence have been AI-generated, AI-altered, digitally manipulated, falsified, staged, or otherwise modified or presented in a manner that materially misrepresents the claim.

We may request additional photographs, continuous video, timestamps, packaging, order information, or other reasonable documentation to verify a claim.

Failure or refusal to provide reasonably requested verification may result in denial of the claim.

Nothing in this policy limits any rights or remedies that cannot legally be limited under applicable law.

Questions or Claims

If there is a problem with your order, please contact Island Reef Aquatics as soon as possible.

For livestock DOA claims, remember that you must contact us within 2 hours of the carrier's documented delivery time and provide the required video evidence.

When contacting us regarding an order, please include your:

  • Name
  • Order number
  • Required photos and/or video
  • Brief description of what happened

Additional documentation may be requested depending on the circumstances.

Island Reef Aquatics reserves the right to update this policy at any time. The policy in effect at the time an order is placed will apply to that order.