Healthy Corals. Professionally Packed. Delivered With Confidence.
At ReefGro, we understand that purchasing live corals online requires trust. That's why every coral we sell is carefully inspected, sustainably aquacultured, professionally fragged, fully healed and rigorously pest inspected before leaving our facility.
Every order is expertly packaged using specialist livestock shipping materials to give your corals the very best chance of arriving safely and in excellent health.
In the unlikely event that a coral arrives Dead on Arrival (DOA), our Live Arrival Guarantee ensures we'll put things right quickly and fairly.
If your coral is confirmed as Dead on Arrival (DOA) and your claim meets the requirements set out below, ReefGro will provide one like-for-like replacement coral.
Where the exact coral purchased is no longer available (for example, a unique WYSIWYG specimen), we will replace it with the closest available coral of the same species, similar size and equivalent quality.
Our Live Arrival Guarantee does not include refunds, store credit or cash alternatives.
To qualify for a replacement under our Live Arrival Guarantee, you must:
Contact us within 2 hours of your parcel being marked as delivered by the courier.
Email clear, high-quality photographs showing:
The unopened coral bag.
The coral inside its sealed transport bag.
The inside of the shipping box.
The courier shipping label.
Leave the coral sealed inside its original transport bag until your claim has been reviewed and authorised by ReefGro.
Unfortunately, claims submitted outside the 2-hour claim window cannot be accepted.
A coral will generally be considered Dead on Arrival where it displays clear signs that it has perished during transit, including:
Complete tissue loss.
Exposed white skeleton with no viable living tissue.
Brown Jelly Disease clearly present on arrival.
Severe tissue decomposition.
Strong foul odour.
No visible signs of living coral tissue.
The following are considered normal signs of shipping stress and do not qualify as Dead on Arrival:
Closed or retracted polyps.
Temporary colour loss.
Deflated tissue.
Reduced polyp extension.
General shipping stress.
Corals requiring time to settle or acclimate after transport.
Many corals naturally appear stressed immediately after shipping and recover fully once correctly acclimated.
Approved DOA claims are eligible for one like-for-like replacement coral.
Where possible, replacement corals will be dispatched with your next livestock order. If no outstanding order exists, ReefGro will arrange shipment of your replacement at the earliest suitable opportunity.
Replacement corals supplied under this Live Arrival Guarantee are covered under the same terms and conditions set out within this policy should they also arrive Dead on Arrival.
To maximise the health and welfare of your livestock, we strongly recommend:
Someone is available to accept delivery on the first delivery attempt.
Your parcel is opened and inspected immediately upon arrival.
Corals are acclimated as soon as reasonably possible following inspection.
ReefGro cannot accept responsibility for deterioration caused by delays in opening, inspecting or acclimating livestock after successful delivery.
We only dispatch livestock using specialist next-day courier services.
To protect the welfare of our corals, ReefGro reserves the right to delay dispatch where weather conditions, courier disruption or other unforeseen circumstances make shipping unsafe.
The health and welfare of our livestock will always take priority over dispatch speed.
Our Live Arrival Guarantee does not apply where:
The first delivery attempt is missed.
An incorrect or incomplete delivery address has been provided.
The parcel is redirected or held at the customer's request.
Delivery is delayed due to customer error.
The coral has been removed from its sealed transport bag before photographs have been taken.
The coral has been dipped, acclimated or introduced into an aquarium before the claim has been approved.
The claim is submitted outside the required 2-hour claim period.
ReefGro has advised against shipping due to adverse weather conditions and the customer has requested dispatch regardless.
Damage or deterioration occurs due to delays in opening, inspecting or acclimating livestock after successful delivery.
By placing an order with ReefGro, you confirm that you have read, understood and agree to the terms of this Live Arrival Guarantee.
Every coral sold by ReefGro has been sustainably aquacultured, professionally fragged, fully healed and carefully pest inspected before dispatch. We take immense pride in the quality of our livestock, and every order is packed with the same care and attention that we would expect when purchasing corals ourselves.
If a coral genuinely arrives Dead on Arrival and your claim meets the requirements of this policy, we will provide a like-for-like replacement as quickly as reasonably possible.
We assess every genuine claim fairly. Claims must meet the eligibility and evidence requirements in this policy, and we may request additional photographs, videos or information to understand what happened. This voluntary Live Arrival Guarantee does not affect your statutory consumer rights.