Live Arrival Guarantee
We offer a 100% Live Arrival Guarantee on all livestock that we ship.
If your package incurs any loss of livestock, please follow these important steps:

DOA Policy: What do I do if I believe I received dead livestock?
  1. Remove the animals in question from their shipping bags and place them in a separate container; begin drip acclimation with water from your aquarium. Unless it is an obvious dead animal (such as a starfish in pieces, an upside down shrimp, etc) it is VERY IMPORTANT that you still acclimate the animals even though you may initially assume they are dead. Items such as snails, hermit crabs, anemones, corals etc may not be moving and appear dead at first, however we require that you acclimate them as normal anyway to observe them closely for movement. Furthermore, snails & anemones are shipped in little or no water, this was done purposely so do not assume they are dead because their shipping bags have no water.
  2. During acclimation, observe items in question closely for movement over a period of 30-60 minutes.
  3. After acclimation is complete, place the surviving animals into your aquarium, leaving the remaining items you believe are dead in the acclimation container. If you are completely sure these animals did not survive, count them and email us at orders@reefscavengers.com with a complete list of losses of each species. Save the dead animals in the acclimation container until you hear back from us as we may request photo verification.
  4. Once we have determined that there has been loss of livestock via email contact and photo verification, we will issue a store credit for the value of the losses, or in some cases arrange a replacement shipment (at our discretion).

Voiding our Live Arrival Guarantee
  • Leaving a package outside for an extended period of time after it has been delivered voids our live arrival guarantee.
  • USPS Express mail packages REQUIRE A SIGNATURE OF ACCEPTANCE. If you are not home when the postman attempts to deliver your package the postman cannot leave it at your house because a signature of acceptance is required. If you miss the delivery attempt and do not retrieve the package from the post office on the same day of attempted delivery, our live arrival guarantee is void.
  • If you fail to provide paypal with your correct shipping address, or if you fail to notify us that it was wrong at the time you placed your order we cannot be held liable for your order shipping to an old address and our live arrival guarantee is void.
Other Terms & Conditions
  • Please do not discard any dead on arrival (DOA) items until you have spoken with us; we may request photo verification.
  • It is at our discretion to decide whether a replacement shipment or store credit will be issued for any DOA items.
  • We do not issue credits or refunds for shipping charges.
  • For all loss claims, please be sure to email us at orders@reefscavengers.com
Read These Important Facts Regarding Shipping of Live Animals
  • No Water In Shipping Bag - Some species of snails and hermits are shipped in little or no water. Please do not assume the snails or hermits are DOA because they arrive in a bag with no water. This is standard procedure and does not harm the animals in any way. These animals are shipped in little or no water because they are usually packed in dense numbers, therefore if 1 of 20 snails dies in a bag full of water the resulting high level of ammonia will kill the rest. If 1 of 20 snails die in a bag with no water the rest will survive because they will not endure any ill-effects. The reason these species of snails and hermits can live without water is because in the wild they live in the intertidal zone and they are out of water on a daily basis during low tide.
  • Corals & Anemones Are Closed/Deflated - Some invertebrates and corals endure stress during shipping and will arrive deflated, closed up or non responsive/non moving. Please do not assume these animals are DOA. Some zoanthids, mushrooms and anemones can take up to 48 hours to settle into a new environment before displaying normal behavior. Some snails are mainly nocturnal and will not move much once added to the aquarium; please give these species some time to acclimate to their new environment before assuming they are DOA.
  • Cold/Warm Shipping Water - Most invertebrates can endure water temperatures of 60F-90F. Heat packs and cold packs are used to keep the water temperature within this range and prevent them from going any lower or higher. If the water in a shipping bag arrives feeling cold to the touch, do not assume the inverts are DOA. When the animals are exposed to these colder than normal temperatures they may be a little sluggish, a quick temperature acclimation will take care of this.
  • Brown/Smelly Shipping Water - If the water in a shipping bag you receive is brown or smelly, remove the animals immediately and place them in a container with water from your tank without acclimation and observe to determine what survived and what did not. Brown smelly water usually means 1 of the animals in a bag did not make it, however the rest most likely have and the faster you get them out of that water the better.