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Arrive Alive Guarantee
We offer an "Arrive Alive" guarantee on fish, corals, inverts and rock. We are so confident of the quality of all our fish, inverts, corals, live rock and sand that we can offer you this Five-Day Guarantee. We absolutely guarantee that every fish, clam, coral and invertebrate that leaves our tanks will ARRIVE ALIVE at its destination and will STAY ALIVE for at least 5 days after leaving our system (except as listed in the Restricted Species List). A limited number of items are exempt from the guarantee and are noted on the specimen's item description. These fish, corals and inverts are noted with a "Restricted species" in their item description and may also be listed in our Restricted Species List. We can make this guarantee because:
- We ship only the very healthiest, hand-selected specimens. We deliver the finest quality fish, inverts, corals, live rock and sand.
- We skillfully pack every order. All marine life is selected and packed by the best technicians in the industry who carefully screen each specimen for health, color and quality.
- We utilize the most advanced packing and shipping techniques to minimize stress on your new arrival. Also, we use the speediest, most dependable method of shipping.
If your purchase does not arrive alive or if it dies within 5 days of leaving our facility, we will replace it for FREE (excluding packaging & shipping). The following conditions must apply:
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| 1. | You must take immediate delivery of your order upon its arrival, and you must sign for your order on the first delivery try. If a delivery is refused for any reason, including not being home to accept delivery, the customer will be held liable for the full cost of the invoice plus return freight charges. You must accept delivery, even if the package is late.
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| 2. | It is your responsibility to be present throughout the day to be able to sign for the shipment, otherwise FEDEX WILL NOT leave your shipment and it WILL NOT be delivered until the next business day (which can mean Monday if the order is a Friday or Saturday delivery and the order may not be viable at the time of delivery)! You or someone authorized by you, must be present to sign for a shipment if you choose to have it delivered to your home or office. We can not guarantee live arrival on orders that are not accepted on the first delivery attempt. There is no guarantee on animals left in the box all day when delivery is made to an office address or if the shipment is not picked up from FEDEX within 4 hours of their opening. Shipments not held at FEDEX or a packing/mailing center for your pick up when temperatures are below 40 or above 90 will NOT be guaranteed, we can not control the handling of these shipments when sitting on a truck during extremely cold or hot days.
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| 3. | Aquarist must be acclimate the new arrivals according to our Acclimation Procedures even if they appear to be lifeless. Many times, specimens that look dead will frequently recover within minutes when acclimated. The depressed pH level of their water can cause this appearance of death. Also, all marine life, from any supplier, is subjected to some form of stress when packed, shipped and acclimated into an aquarium. Stress weakens any animal's immune system and increases the possibility of developing an infection. For this reason, we recommend all new fish should be quarantined in a separate aquarium for 10-14 days. MarineDepotLive cannot be held responsible for disease-related problems if proper methods of introduction are not followed.
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| 4. | Marine Depot Live strongly recommends that all fish and coral be properly quarantined for at least fourteen days before being placed into the display tank. Marine Depot Live cannot be held responsible for disease-related problems if proper methods of introduction are not followed.
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| 5. | The animal must not exhibit any signs of physical abuse or damage (tears, frayed fins, cuts, etc.). Please take note of our Compatibility Chart.
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| 6. | Water quality must be adequate (Alkalinity 2.5 to 5.0 meq/L, Ammonia 0, Calcium 400 to 475 mg/L, Carbon Dioxide < 2.0 mg/L, Dissolved Oxygen > 6.90 mg/L, Nitrate < 10 mg/L, Nitrite 0, pH 8.2-8.4, Phosphate < 0.05 mg/L, SG 1.021-1.025).
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| 7. | Delivery must be in the contiguous United States.
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| 8. | If your package is delivered late, MarineDepotLive will extend the Arrive Alive guarantee three days for every one day the package is late.
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If You Suffer A Loss:
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| 1. | Notify Marine Depot Live by telephone or e-mail immediately. Please do not mail the dead specimen to Marine Depot Live.
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| 2. | All Arrive Alive Guarantee claims must be accompanied with a digital image of the dead specimen via email within 5 days of receipt of order. Place deceased item on a piece of paper, write your SHIPPING ZIP CODE and DATE and email image to us. Large images may not be accepted by our server. If you do not recieve a reply email within 24 hours there may be problems with recieving emails with attachments from you. If you do not own a digital camera, please mail a photograph to: c/o MarineDepotLive Returns 14271 Corporate Drive, Garden Grove, CA 92843 USA.
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| 3. | Claims must be postmarked within 24 hours of death and never more than 144 hours (6 days) after leaving our facility.
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| 4. | Marine Depot Live will replace the dead specimen or provide Livestock credit for the amount of the purchase price which may be used toward your next purchase with Marine Depot Live ONLY.
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| 5. | Guarantee applies to original shipment only, not replacement items. Shipping and box charges are not included in this guarantee.
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| 6. | Sorry, credit cards cannot be credited for losses.
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| 7. | Credits are good for only one year from the delivery date of the livestock as orders over a year old cannot be accessed.
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| 8. | Credits for Marine Depot Live cannot be used on orders with Marine Depot, nor can Marine Depot credits be used on orders with Marine Depot Live.
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| 9. | Shipping charges for replacement fish are the responsibility of the customer. Marine Depot Live does not pay shipping on replacement fish.
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Environmental Accountability:
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As environmental advocates, we are dedicated to the preservation of the undersea world and all of its inhabitants.
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| 1. | We strive to see fish and inverts are safely and gently "net caught" whenever possible.
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| 2. | We don't sell threatened or endangered species.
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| 3. | We endeavor not to acquire fish, animals or live rock from areas where cyanide collection methods are used.
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Please be responsible and provide an environment where your animals have a reasonable chance to thrive and grow to their full potential!
-Marine Depot Live
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