Refund policy

Return and Refund Policy:

At Reefflex, we strive to provide the highest quality livestock and ensure your satisfaction when ordering from us. While we do not accept returns or offer cash refunds for live animals, instead we will issue store credit equal to the value of the lost livestock that meets the criteria of our DOA Policy and 72-hour Guarantee towards a future purchase. We are committed to assisting you with any questions or concerns you may have. Please don't hesitate to reach out to our customer service team for support at info@ReefflexSD.com. We will make every effort to resolve the problem.

DOA Policy and 72-hour Guarantee

At Reefflex, we prioritize the health and satisfaction of your order. When you make a purchase from Reefflex, you can buy with 100% confidence, as each customer's purchase comes with a commitment from the Reefflex team. In the rare event of a Dead on Arrival (DOA), please follow the steps below to qualify for our guarantee:

Reporting a DOA:

Multiple pictures of the coral/invert/Fish inside of the bag as well as some out of the bag in good lighting. If it is washed out in blue, it is impossible to see what is going on.
A clear 30-60 second video. The video must include the following:

The dead coral/invert/fish inside its bag.
A clear visual of the item in question.
The box it was packaged in.
The shipping label on the box.

We may request additional photos and videos, or for the specimen to be sent back to us.

Please do not throw away the deceased coral/invert/fish, as it may need to be shipped back if necessary.

Guarantee Coverage:

Our guarantee applies to livestock within 72 hours of delivery.
Email us with clear pictures and videos of the deceased coral or fish within the specified timeframe.
Share details about what you believe may be going wrong.
DO NOT remove the coral from the plug for 72 hours or the guarantee is void.
DO NOT discard or ship the specimen back without Reefflex’s authorization, as it will void the guarantee.
DO NOT refuse the shipment if the box is leaking or appears damaged, as it will void the guarantee.
It is up to our discretion to void your guarantee if you have Non-reef safe fish (including, but not limited to; Angelfish, Puffers, Filefish, non-herbivorous Blennies, Triggers, Clown Gobies, Copperband Butterfly, or other non-reef safe Butterflies) residing in your reef tank. These fish in particular have been known to pick and/or consume corals and Reefflex cannot be held responsible for what these fish might decide to consume the latest additions to your reef.
The guarantee applies to shipments only and not local pickup.

Replacements and Store Credit:

If your claim is validated, we will issue a store credit or a replacement with the same livestock item.
Shipping costs for replacement orders are not covered unless more than half of your order is DOA.
FedEx or UPS delays due to weather or mechanical failure that result in loss may not be covered under our guarantee.
Corals that are part of a giveaway or bonus items from sponsored events are not eligible for DOA claims.

Additional Guidelines:

Damage occurring during unpacking, un-mounting from the base/frag plug, or during dipping is not covered.
Some species such as Hammers, Torches, Frogspawn, and other similar corals can pull their tissue into their skeleton during shipping. This reverses itself once the coral is placed in an aquarium.
Recommended parameters for maintaining a healthy aquarium are as follows:

Specific Gravity: 1.024-1.026
Temperature: 75-78 degrees F
pH: 8.1-8.4
Calcium: 380-450 ppm
Alkalinity: 8-9 dKH
Magnesium: 1300-1450 ppm
Nitrate (NO3): 10-30 ppm
Phosphate: 0.01-0.1 ppm
Nitrite (NO2): Undetectable
Ammonia (NH3): Undetectable

We appreciate your understanding and cooperation with our DOA policies and Livestock Guarantee. If you have any further questions or concerns, please don't hesitate to contact us at info@ReefflexSD.com