Terms & Conditions

ReefGen Ordering Conditions and FAQ’s

DOA Policy: 

ReefGen takes great care when hand-packing their livestock.  Animals are individually bagged and shipped in thick Styrofoam boxes with the appropriate number of heat or cold packs required for your destination.  Though we rarely experience any issues with DOA’s, ReefGen stands behind every shipment we send out. For any items that arrive damaged or dead, ReefGen will issue a credit memo to your account for future replacement of the same item or an equal value item.  Please notify us as soon as possible, preferably with pictures, within 24 hours.  Credit is not given for shipping charges or box charges.

 

Order Changes:

Please review all items and sizes before submitting your order.  If you need to change any aspect of your order after it is submitted, please email sales@reefgen.com or call 631-830-4623 ASAP to verify changes.  Please use the Comment Section at the end of the ordering process for any special requests.

 

Shipping Charges:

ReefGen only ships via FedEx Express Overnight, with whom ReefGen is fortunate to get an excellent discount.  Due to the variations in coral and package weights, the shipping price quoted on your web order is only an automated estimate.  Your final shipping price will be determined when the order is finalized, sealed, and weighed for FedEx pickup.  We will not charge your credit card until we complete these steps.  ReefGen uses custom, 1.5” thick Styrofoam shipping coolers that have excellent insulating and structural properties. Whenever your coral is packed using one of our custom boxes, there is a $10.00 charge applied to your order for each box used (price includes Styrofoam box and heat/cold packs).  However, ReefGen prides itself in packing each box densely, which allows the shipping costs to be a small fraction of the livestock cost.

 

Shipment Arrival Timing:

ReefGen ships FedEx Standard and Priority Overnight. Priority ensures that your order will arrive BEFORE 10:30am.  Standard Overnight shipping ensures delivery by 4:00 pm local time.  When Shipping Priority Overnight, please note that your order may arrive before your business is open, and if you chose Priority, it is your responsibility to follow-up with FedEx to reschedule a delivery time.

 

We monitor all shipments throughout the day, but if you notice a delivery exception before you hear from us, please do not hesitate to call FedEx directly.  For example, if a delivery is attempted and your business is not open, you can request a later, same day attempt directly.

 

Substitutions and Fill Rates:

Substitutions are never made unless you specifically approve us to sub.  Our fill rates are generally 95%-100%, but rarely lower than that.  We are happy to find a substitute for any item that is out of stock, but you must let us know your wishes.

 

Returns and Refunds:

Due to the delicate nature of these live animals, we do not allow returns for refund of our products.  We will give credit towards your account if the order is damaged or unsatisfactory, but no refunds are given unless there is a billing error.

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