Livestock Guarantee

We offer free Fedex or UPS overnight shipping on all livestock orders over $300. This does not always include arrival by 10:30 AM, but does include arrival within 24hrs. We ship livestock orders on Mondays and Thursdays, for Tuesday and Friday arrival (unless other prior arrangements are made). We typically need 24 hours to process your order before shipping, so if your order is placed on the website Sunday night, it will ship the following Thursday. If we are not contacted via email at sales@customreefcreations.com 24 hours prior to your order being packed, we will assume that you understand our shipping process. We will process and pack your order on the next available shipping day, and email you a copy of your tracking information.

We do not ship in specimen cups with only 2oz of water. We ship every frag and coral colony in 2-3 mil bags that will have 3 layers. Each frag or coral colony will be shipped in a large amount of water, and this isn’t cheap. However, we want to make sure your newly acquired livestock arrives in pristine condition. We feel that shipping frags in tiny amounts of water in hard plastic containers isn’t adequate and doesn’t ensure safe arrival.

Every livestock order shipped is charged a $10 box and packing fee even if the free shipping mark is reached. We ship in .75” – 1.5” walled styrofoam coolers and styrofoam lined boxes. Depending on temperature and the size of the order. Every box is lined with packing peanuts and newspaper to absorb impact. Then each triple bagged coral is placed on top, with packing peanuts filled to the top of the box and in between every coral. Heat or cool packs will be used when needed, depending on the weather the box will incur during delivery. We incur far more than $10 in the cooler and packing materials, so we feel this is a fair charge in order to guarantee the safe and healthy arrival of your newly acquired livestock purchase.

Local pick up is always welcome! Please just call or email us before you head our way so that we can have your livestock processed bagged before you arrive. We operate a local fish store as well. So if you don’t notify us ahead of time, you will be helped in the order you arrived.

DOA Guarantee

We offer a live arrival guarantee on all DOA specimens. Meaning - the entire coral needs to be over 50% Dead On Arrival. Any credit on DOA livestock will be issued in the form of a store credit only. No refund will be given under any circumstance. We do not take responsibility for shipping errors or damage on the part of Fedex or UPS. We always suggest hold for pick up at a Fedex location when possible. This allows the box of livestock to wait for your pick up in a climate controlled environment, and spends less time riding around town in a moving vehicle, and is also handled fewer times lessening the risk of damage. We cannot be held accountable for issues we have no control of due to shipping or weather-related issues. However, we don’t want you to be unhappy with any transaction so we do our best to try and rectify most situations if at all possible. If you live close to a major airport and are placing a large order, we suggest allowing us to ship via Southwest Airlines air cargo. They are the only shipper that covers livestock loss if deemed their fault. To qualify for our DOA guarantee, you must take delivery and sign for the package on the first delivery attempt — anything else will void the DOA guarantee. You must also email sales@customreefcreations.com within 1 hour of signed delivery with the following information:

  • A clear picture of the exact specimen still in the bag
  • A clear picture of the exact specimen still mounted on our frag mount outside of the bag
  • A picture of any damage that may have occurred to the box during shipping
  • Water temperature
  • We will then review the email and picture to determine if the specimen qualifies for a credit.

Please include your order number along with DOA in the subject line of the email.

We offer a 24hr guarantee on livestock

This is different from DOA. In order to qualify for the 24hr guarantee several steps must be taken.

Signed delivery on the first attempt - then we need to be notified via email that the coral is 100% dead within the 24hr allotment with a photo of the dead livestock. If we are contacted outside of the 24hr period, the warranty is void. We need a complete and current analysis of your water chemistry to include the following: calcium, alkalinity, magnesium, salinity, temperature, as well as type of dip used and amount.

We do our best to try and maintain water chemistry at our facility to make it as close to natural seawater parameters as possible. Any drastic shifts in water chemistry can be catastrophic to livestock. After we have evaluated your claim for loss, we will determine if the loss occurred due to possible poor water chemistry, improper acclimation techniques, shipping complications, or any other possible issues. If we determine the loss of livestock to be valid under our 24hr guarantee policy - a credit on that livestock will be issued in the form of a store credit only. No refund will be given under any circumstance.