DOA Guarantee Policy:
1) Courier or weather delays are not covered by our DOA policy.
2) We are not responsible for incorrect addresses provided by the buyer.
3) Packages must be received at first attempt upon delivery.
4) Please do not discard specimens without our consent as this will void our guarantee.
5) Please do not open the clear bags containing the item. Photos of the item outside of its bag will not be valid for DOA claims as we will need to determine the health/damage upon arrival of the package, not after acclimation.
6) All claims must be made within 2hrs of first attempt delivery following the instructions below
7) New York Reef Aquatic reserves all rights to Approve or Deny claims subject to proof and terms provided.
8) DOA Claims approved will either be refunded for the item OR provided store credit OR replaced with your next order depending on stock avails.
**Please note that We use specific packing means necessary to ensure the safe arrival of your item. In the unlikely event of a DOA (Dead on Arrival), please follow the instructions below:
Instructions for DOA Claims
First step is DO NOT open the bags. You must send a very clear digital photo within 2 hours of delivery (Fed-Ex/UPS posted time) indicating that the item is unhealthy, damaged or deceased within its closed, unopened clear bag.
Stock that come off the frag plug are not valid for DOA claims as transit will often times cause items such as polyps or mushroom is detach itself. This does not indicate that it is deceased.
Second step is to take several very clear photos of the item within its closed clear bag that visibly shows the damage.
Third step is to submit a DOA claim to sales@newyorkreefaquatic.com with your order#, photos of the item and a description of the issue you are indicating.
Important to note:
· Please do not discard specimens without our consent as this will void our guarantee.
- If your deceased Stock goes 'missing' or gets 'eaten', we will not provide a refund. Many missing are hiding and are not deceased. It is your responsibility to provide proof of the deceased specimen.
- Customer must receive the package on the first delivery attempt -- even if FedEx or UPS is late.
- All items are shipped by FedEx/UPS through Priority Overnight Service, Monday, Wednesday and Thursday. Please be informed that New York Reef Aquatic will not responsible for any delay by courier, weather, natural disaster or late pick up / receive by customer. Certain remote areas are delivered later in the day. We may ask for you to ship back the deceased animal, so please do not dispose of it. Once we receive the digital photo, and we receive the deceased item (if applicable), we will issue a store credit/refund/replacement.
- Delayed orders will be handled on a customer to customer basis.
- We do not issue refunds/reimbursements for shipping costs under any circumstance which includes delayed shipments by the carrier.
- Customer must follow all acclimating procedures even if animals appear dead. While we pack with the utmost care, they may be stressed from shipping and will become more lively after acclimation and rest.
- Tank’s water chemistry must be within the following parameters: - Temperature – between 75°- 79° F and constant - Ammonia – 0.0 ppm - Nitrite – 0.0 ppm - Nitrate – 0.0-30 ppm - pH – 8.1-8.4 - Specific gravity – 1.020-1.025
- We will not be responsible for items that has died as a result of being harassed or picked on by other members in the tank.
- We are not responsible for incorrect addresses provided by the buyer.
Arrive Live Guarantee:
- We guarantee that all items will arrive live and as described. In the event of DOA (Dead On Arrival) we must be contacted within 2 hours of package delivery (FedEx/UPS posted time), along with clear photos of the dead item in the shipping bag . BUYER MUST RECEIVE ITEM ON FIRST DELIVERY ATTEMPT. No exceptions or excuses, no credit without photo. No Returns.
- Verified DOA's will be fully credited (minus shipping costs) in the forms mentioned above. Once the item is in your tank, we have no control over the conditions, so no warranty is implied past delivery.
Pick Up Order Commitment:
- By selecting Pick Up In Store as your receival method, at the time of pick - Photo ID along with original transaction payment method card must be provided. It is required and your responsibility to inspect your items prior to leaving the premises to ensure they meet your requested order and standards. If for any reason you would like to exchange or return an item - for pick up items they are only allowed at the time of pick up if approved by staff within their discretion. Once the package is picked up and has left our premises, no returns, exchanges or credits will be issued. Please check carefully prior to leaving to ensure the items and order match your invoice.
- We request signature consent for all Pick up along with a photo ID to ensure that we have fulfilled your order and that you have consented the packaged item is correct.
Pick Up Order Policy:
- Please note that we are not responsible or will hold items past 14 days after purchase. It is the responsibility of the customer to retrieve their package within that time frame. Please let us know if you need to make further arrangements, and while we will do what we can with our limited space at the facility - we cannot be responsible for the livelihood of the item past the above mentioned time frame.
- It is required and the buyers responsibility to inspect the items prior to leaving the premises to ensure they meet your requested order and standards. If for any reason you would like to exchange or return an item - for pick up items they are only allowed at the time of pick up if approved by staff within their discretion. Once the package is picked up and has left our premises, no returns, exchanges or credits will be issued. Please check carefully prior to leaving to ensure the items and order match your invoice.