Arrive Alive Guarantee:
We guarantee your livestock to arrive alive. Elite Reef takes all steps and precautions possible to ensure that healthy livestock is packaged properly for safe transit to your door. Elite Reef is not liable for shipping delays or mishaps that may occur while in transit.
All livestock orders ship with a signature required. If you are not available to sign for the package on the 1st delivery attempt, this guarantee is void. In the unlikely event that the livestock should perish during transit, please email us within 2 hrs of delivery and attach a clear photo of the specimen (in original unopened packaging if possible).
If Elite Reef determines that the specimen has perished, refund will be issued for the cost of the item. No refund or credit will be issued for any shipping charges. Shipping: Elite Reef ships livestock out on Wednesday and Thursday only, within the continental US.
For security reasons, we will not ship to a different address than your billing address. We sincerely apologize if this causes an inconvenience.
Please order livestock and dry goods as SEPARATE orders. All livestock will be shipped priority overnight, and all dry goods will be shipped via ground transportation. You will receive an email with tracking information when your package has been scanned into the shipper’s system. All livestock orders are shipped with adult signature required. If you can’t arrange to be present, please make arrangements with the shipper to have the package held at their facility for you to pick up. If package is not delivered to the billing address, on the 1st delivery attempt, livestock arrive alive guarantee is void.
Dry Goods: Dry goods and supplies found to be defective will be covered by manufacturer warranty, if applicable. We only sell products in which we have confidence that the manufacturer stands behind a solid product. We recommend you contact the manufacturer for repair or replacement should that be necessary. If for any reason you are unsatisfied with service a manufacturer is providing, or you need assistance contacting them, please let us know.
If a new in box item needs to be returned to us, please email us at firstname.lastname@example.org within 20 days to obtain an RMA#. Customer is responsible for return shipping and insurance if chosen. A 20% re-stocking fee will be assessed and reduce credit or refund. No product will be processed for return without an RMA# displayed clearly on the package, or if it is received outside of the 20 day time frame.
All dry goods will be shipped via ground service unless expedited shipping is chosen. Please do no combine livestock and dry goods orders as shipping methods are always overnight for livestock, and would significantly increase your shipping charges.