Refund policy

Shipping & Return Policies – First Due Aquatic Rescue

At the end of the day, we do our best to make our customers happy.

Terms and Conditions for First Due Aquatic Rescue

Definitions

"Store" refers to First Due Aquatic Rescue, a retail coral and aquarium service provider.
"Customer" includes aquarium hobbyists, researchers, and enthusiasts purchasing livestock from our store.

1. Arrive Alive Guarantee

We guarantee that all wild and aquacultured corals purchased from First Due Aquatic Rescue will arrive alive and in good condition, notwithstanding normal shipping stress. This is backed by a 24-hour survival guarantee, subject to the following conditions:

1. ** We will include a printout of our water quality parameters (temperature, pH, salinity) measured immediately prior to packing.
2. ** Customers are encouraged to test the water in each bag upon arrival to assess changes during shipping and properly acclimate livestock.
3. ** For claims under the 7-day guarantee for aquacultured corals, customers must provide their tank’s water quality parameters at the time of mortality.

**Important:** If you miss your scheduled delivery, the guarantee is voided. However, contact us immediately and we’ll try to assist with the carrier to expedite redelivery.

The terms regarding returns, credit, or refund are detailed in **Section 4** below.
**To report DOA livestock or shipping issues, text Greg at First Due Aquatic rescue: (518) 481 - 4163.

2. Shipping and Handling

Shipping

* We primarily ship corals via UPS Overnight.
* Alternate carriers may be used at the customer’s request, with potential cost and guarantee limitations.
* We avoid shipping over weekends or around holidays to prevent delays.
* Customers are responsible for providing accurate and complete shipping information.
* Shipping costs are calculated after packaging and are non-refundable.
* Delays due to weather or unforeseen circumstances may occur.

Handling

* Corals are packed with great care to ensure safe transit.
* Heat or cold packs are added as needed at no additional charge.

3. Returns and Refunds

If livestock does not survive during the guarantee period, we will issue a **credit** or provide a **replacement**, not a refund, subject to the following conditions:

* DOAs must be reported within **2 hours** of delivery with clear **photos**.
* Livestock must be unpacked and properly acclimated immediately upon arrival.
* Water quality readings from the customer's system must be provided for credit eligibility.
* Any other shipment issues must be reported within 2 hours of delivery.

**Note:** If credit or replacement is not feasible, a refund may be considered.
Refunds will be processed after all documentation is received. Refund timing depends on your card processor.

4. Customer Responsibilities

Acclimation and Care
Customers must follow our acclimation and care instructions. Failure to do so may void the guarantee.

Reporting Issues
If your coral doesn’t appear to be adjusting well, contact us for guidance on lighting, flow, feeding, or compatibility.

5. Privacy

We respect your privacy and handle personal information in accordance with our privacy policy.

6. Limitations and Disclaimers

Force Majeure
We are not liable for delays or losses due to unforeseen circumstances (e.g., weather events, natural disasters).

Livestock Variability
Coral coloration and shape may vary based on genetics and environmental lighting. We do not guarantee appearance unless listed as WYSIWYG (What You See Is What You Get) with a specific ID tag.

Health and Compatibility
It is the customer’s responsibility to ensure species compatibility and appropriate water parameters. Contact us with questions before ordering.

Modifications and Updates

We reserve the right to modify these terms and will post updated versions on our website.

Customer Acknowledgment

By placing an order, you acknowledge and agree to the terms and conditions outlined above.

Thank you for supporting ethical aquaculture!