DOA Guidelines

DOA (Dead On Arrival) POLICY

At Frag our vendors take pride in every bit of their work. This includes everything from top notch customer service, to safely packing and shipping your live corals or fish. Every specimen will be securely placed in 4 mil or 6 mil poly bags (Each vendor packages differently) then filled with the appropriate amount of water. Bags/containers are then placed into 1″ or 1/2″ insulated shipping containers to maintain consistent temperatures, and to protect the corals or fish from the outdoor elements during shipping. Hot/Cold packs are then placed inside to ensure proper temp. All containers are then placed in corrugated boxes and shipped overnight to arrive at your doorstep/local FedEx facility the very next day.

Over the years of receiving shipped livestock, we’ve found that the only carrier we can rely on and trust is FedEx. When your order ships, you will receive an e-mail or Facebook message containing your FedEx Priority Overnight® tracking number.

In the rare event that you receive a damaged or dead (DOA) coral, please send CLEAR pictures within 2 hours of arrival time. For any DOA corals we will issue a full credit for the price of the coral or will offer a replacement coral of the same variety and comparable size.

Shipping costs will not be refunded or credited due to DOA corals. If a customer wishes to receive only the replacement coral(s), shipping will be at the expense of the customer. (No exceptions)

Please Note: All livestock does not require an “Direct Signature” for delivery. This means someone must be home when the package arrives otherwise the DOA Policy is void. For packages that are received by a neighbor, the standard DOA policy will be void being no-one was home to accept the package and unpack the corals and get them in your tank in a timely manner.

We also suggest having your order shipped to your local FedEx facility for hold until pick-up. This prevents your animals from traveling around in the back of a hot/cold FedEx truck all day long. Also, most packages are available for pick-up by 8:30am local time. Should you choose this option, we require pick-up within 1 hour of arrival of your package time stamp. In order to have your package held at your local FedEx, please make a note in the “comments” section of the checkout page, or shoot your vendor an email right after your purchase.  (You must supply your vendor with the correct FedEx facility closest to your home or business).

Carrier delays due to mechanical failures, weather, or random acts of God which result in loss will not be covered under the DOA guarantee.

If a package is rejected for any reason, the customer will be responsible for the full cost of the shipping invoice.

Special orders or “cut-to-order” frags will require an average of 2/3-weeks healing prior to shipment to ensure a healthy specimen.

Any orders which are cancelled must be done so within 24 hours and are subject to a 25% restocking fee. Discounted shipments to Florida are handled via FedEx Priority Overnight® as well and are generally delivered by 10:30am, however more rural areas may experience a later delivery.

*Please note that any other discounts or coupon codes cannot be used when receiving free shipping.

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