Refund policy
Live Arrival Guarantee
We pack our livestock in insulated, water-tight jars or heavy duty plastic bags with heat or cold packs depending on environmental conditions, then place them in a styrofoam lined corrugated box to ensure the utmost protection for your coral and/or anemone during transit.
If any of your livestock arrives dead, you must notify us via email within 2 hours of delivery time. A clear photo of the dead specimen must be included in your email. In the event that a coral or anemone arrives stressed or damaged, we ask that you allow 2-3 weeks for the coral to be evaluated for DOA credit. Many specimens will bounce back and begin to quickly recover from shipping stress. If for some reason your order does not survive the trip you will receive a credit towards another order. This credit will be valid for 6 months from time notified. There is no refund on shipping charges under any circumstances.
Please note: Delays due to weather, mechanical failures, etc. which result in loss will not be covered under our Live Arrival Guarantee. If a package is rejected for any reason, the customer will be responsible for the full cost of the invoice.
We are not responsible for errors in acclimation, general care (over or under lighting, water flow, water chemistry, temperature, or inter species coral aggression). If you are unsure about something, please ask. We are happy to help!
Appearance of corals or anemones (color, polyp size, etc) will vary from tank to tank due to different lighting, flow and water conditions. We provide an accurate representation of the coral and/or anemone in the photos and description, however, we are not responsible for differences in color, shape or size due to various tank conditions.
Returns
We have a 30-day return policy for dry goods only, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@insanecoral.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at: info@insanecoral.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on live goods (coral, anemones, etc.), sale items, or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.