DOA Policy

At Powderpoint Reefing, we take great care in ensuring that your corals arrive healthy and vibrant. However, in the rare event that a coral arrives dead, we have a DOA policy in place to ensure customer satisfaction.

Reporting a DOA:

*   You MUST notify us of the DOA within 2 hours of the delivered time, as determined by the carrier's tracking information. This notification must be sent to powderpointreefing@gmail.com with clear photos and/or video of the coral in the original, unopened bag. Photos must clearly show the livestock and any signs of death.

*   DOA claims submitted without proper documentation or outside the specified timeframe will be rejected.

Conditions for DOA Coverage:

*   The DOA livestock must be in its original, unopened bag. Opening the bag voids the DOA policy.

*   Shipping costs are non-refundable.

*   The customer must be available to receive the package on the first delivery attempt. Delays due to customer unavailability void the DOA policy.

*   DOA coverage is void if the customer provides an incorrect shipping address.

*   We are not responsible for carrier delays or mishandling that result in DOA, but we will assist in filing a claim with the carrier.

*   DOA coverage does not extend to livestock that die after being introduced into the customer's aquarium. It is the customer's responsibility to ensure proper acclimation and water parameters.

DOA Resolution:

*   Upon verification of the DOA claim, we will offer the customer store credit.

    *   Store Credit: A store credit for the purchase price of the livestock (excluding shipping) will be issued.

Exclusions:

*   This DOA policy does not cover "stressed" corals. Some corals may appear stressed upon arrival due to shipping conditions, but with proper acclimation, they should recover quickly.

*   We are not responsible for any losses beyond the value of the DOA livestock.