Live Arrival Guarantee

🪸 Live Arrival & Purchase Policy — Reefline Aquatics

Our Commitment

Reefline Aquatics guarantees the health and live arrival of all coral at the time of handoff or delivery. Because we sell live animals, please read this policy carefully before purchasing. We're reefers first and want every coral to thrive in your tank.

Track 1 — Shipped Orders

Live Arrival Guarantee
All shipped orders are guaranteed to arrive alive when the following conditions are met:

Shipped via overnight delivery only
Shipped Monday, Tuesday, or Wednesday
Accepted on first delivery attempt
Delivered within the 48 contiguous United States or Washington, DC

DOA Claims Process
In the unlikely event a coral arrives deceased, follow these steps immediately — in order — before opening any shipping bags:

Step 1 — Photograph before opening. Before touching or opening any bag, take clear photos showing:

•       The coral inside the sealed, unopened shipping bag
•       The condition of the coral clearly visible through the bag
•       The outer box and inner packaging if any damage is visible

Step 2 — If packaging arrives open or damaged. If a bag arrives already open, split, or the outer box shows visible damage, photograph the outer box and all inner packaging before handling the coral.

Step 3 — Notify us within 4 hours of delivery. Email your claim to support@reeflineaquatics.com with:

•       Your order number
•       Photos taken in Step 1 or Step 2
•       Photos taken under white or natural light (blue spectrum lighting
is not acceptable for DOA claims)

Important: Opening any shipping bag before completing Step 1 documentation voids your DOA claim. Claims submitted outside the 4-hour window or without qualifying photos cannot be honored.

Resolution
Approved DOA claims will be resolved with store credit for the purchase price of the affected coral. Shipping charges are non-refundable.

Exclusions
The live arrival guarantee does not cover:

•       Carrier delays or service disruptions
•       Weather-related shipping delays
•       Missed or delayed delivery attempts
•       Improper acclimation after delivery
•       Coral stress, injury, or loss after removal from shipping bag
•       Coral loss due to unsuitable or uncycled tank conditions
•       Orders delivered to freight forwarders, holding facilities, or third parties
•       Coral that arrives alive but declines after confirmed live delivery

WYSIWYG Notice
Items listed as WYSIWYG are photographed under reef lighting and may appear different under alternative lighting conditions. Coloration, size, and growth form may vary naturally due to tank conditions and lighting.

Weather Holds
Reefline Aquatics reserves the right to delay shipment during extreme temperatures or severe weather. Affected customers will be contacted to coordinate the next safest shipping date.

Track 2 — Local Pickup (Georgetown, TX)

Eligibility
Local pickup is available at our Georgetown, TX facility by appointment only. Pickup must be scheduled in advance through our website or by contacting us directly.

Inspection Policy
All coral is inspected together at the time of pickup. Before accepting your coral, verify that every item matches your order. By accepting the coral at handoff, the customer confirms the coral is received in satisfactory condition and matches the order placed.

Important:
No DOA or condition claims can be made after the coral leaves our facility. Wrong-item claims must be identified and reported at the time of pickup before the coral is accepted.

Tank Requirements
Live coral requires an established, cycled saltwater aquarium with stable parameters. Reefline Aquatics is not responsible for coral loss due to unsuitable tank conditions after pickup.

Track 3 — Local Delivery (Within 30 Miles)

Eligibility Local delivery is available within 30 miles of our Georgetown, TX location.

Delivery Fee Structure

Flat delivery fee: $15
Minimum order required: $50
Delivery fee waived on orders over $150

Scheduling
Delivery is available by appointment only. Delivery windows will be coordinated directly with the customer prior to shipment.

Inspection Policy All coral is inspected together at the time of delivery. Before accepting your coral, verify that every item matches your order.By accepting the coral at handoff, the customer confirms the coral is received in satisfactory condition.

Important: No DOA or condition claims can be made after the coral is accepted at delivery. Wrong-item claims must be identified and reported at the time of delivery before the coral is accepted.

Important Notes (All Tracks)

•       Live coral is a living animal — natural variation in color, size, and growth
form is expected
•       By placing an order, the customer agrees to all terms outlined in this policy
•       Reefline Aquatics reserves the right to refuse sale if tank suitability is in
question
•       Heat or cold packs are included seasonally at our discretion to protect coral
during transit