Photos and videos must be submitted to:

Saltwatersanctuaryllc@gmail.com

No, Facebook or text is not a valid way to submit a DOA claim. Email is the only way.

CORAL DOA:

• Customers must notify Saltwater Sanctuary within a 24 hour window from the time of delivery or pick up.
• Photos of Corals: MUST be taken from 2 different angles. Clear WHITE LIGHT only- blue photos are NOT accepted. Place on a white background such as the lid from the styrofoam box.
• One picture from the top view of the coral and one picture from the side view of the coral showing its flesh.
• Video of Corals: White light videos only, no blue lights will be accepted. NO FLASH on the video
• Video of box: at the time of arrival, record the condition of the box. Submit all angels of the box, INCLUDING the shipping label.

FISH DOA:

• Customers must notify Saltwater Sanctuary within a 24 hour window from the time of delivery or pick up.
• Photos of Fish: Clear photos of the fish must be provided in its original bag upon arrival and additional photos or videos showing acclimation and tank conditions may be requested. MUST be in the original bag and SEALED.
• Customers must submit water parameter readings (temperature, salinity, ammonia, etc.)
• Videos of Fish: Do NOT use a flash when recording fish in the bag. White light videos only, no blue lights will be accepted.

Yes, Items MUST be SEALED in the original packaging, corals must be on the original frag plug.

After reviewing all submitted information from customers, we will determine further actions. When a claim is apporoved, customer will receive either partial or full credit applied to their next order. No refund will be given back to the original form of payment. All are issued as store credit. Shipping is not refundable.

Claims are reviewed no more than 48 hours from submission. If approved, you'll be contacted via email to discuss credits.

From the date that the store credit is issued, customers have 4 weeks to use the credits given or they expire.

• DOA coverage does NOT apply to fish that perish due to improper acclimation, aggression from existing tank inhabitants, or unsuitable water conditions.
• No store credits or replacements will be issued for fish that were visibly healthy upon arrival but encountered issues after introduction to a tank.
• Losses due to shipping delays, extreme weather, or other third party transit issues are NOT covered.

• Ensure the fish is received and acclimated promptly. (temperature and water parameters)
• Follow recommended acclimation protocols to reduce stress.
• Maintain stable water parameters and avoid introducing new fish to aggressive tank mates.