Shipping Info

If an item arrives dead, you must complete the following steps within two (2) hours of the carrier's recorded delivery time:

1. Keep it Sealed: Take clear, high-resolution photos and a short video of the deceased coral or invertebrate inside the sealed, unopened shipping bag.
2. Submit Proof: Email the photos/video along with your order number and full name to starcoralsau@gmail.com.
3. Wait for Review: Do not discard the specimen or open the bag until a team member responds. We may request additional photos of the item outside the bag.

Claims submitted past the 2-hour window, or without clear photos of the sealed bag, will be automatically declined.

• Store Credit: Approved DOA claims will be resolved via store credit or a replacement item of equal value.
• Cash Refunds: We do not offer cash refunds under any circumstances.
• Shipping Fees: Original shipping costs are non-refundable. The customer is responsible for the shipping fees on any replacement orders.

The Live Arrival Guarantee is instantly voided if any of the following occur:

• Missed Delivery: The package is not accepted on the very first delivery attempt by the courier.
• Incorrect Address: The customer provided an incorrect or incomplete shipping address at checkout.
• Delays Beyond Our Control: Losses caused by carrier delays, mechanical issues, or extreme weather conditions.
• Tank Conditions: Losses due to poor water chemistry, incorrect acclimation, or tank-mate aggression.
• Stress Discolouration: Corals that experience temporary stress, bleaching, or browning out due to shipping but remain alive are not covered.