Acclimation Guide ← click here

DEAD ON ARRIVAL (D.O.A.) POLICY

Our Live Arrival Guarantee

At Priceless Corals, we take every precaution to ensure your corals arrive healthy and in excellent condition. Each coral is carefully inspected before dispatch and professionally packaged using insulated shipping materials to maximise its chances of arriving safely.

In the unlikely event that a coral arrives deceased (Dead on Arrival), we will work with you to resolve the issue quickly and fairly.

What To Do If Your Coral Arrives D.O.A.

If you believe a coral has arrived deceased, you must:

Contact us within 2 hours of the recorded delivery time.

Email clear photographs of the coral inside the sealed bag, before opening.

Provide additional photographs after opening if requested.

Include your order number in all correspondence.

Claims made after the 2-hour period may not be accepted.

Conditions of the Guarantee

Our Live Arrival Guarantee applies only when:

The parcel is delivered on the first delivery attempt.

Someone is available to receive the parcel.

The parcel is opened immediately upon arrival.

The coral remains sealed in the original shipping bag for the initial photographs.

All requested evidence is supplied within the required timeframe.

Our Resolution

Once your claim has been reviewed and approved, we will offer one of the following:

Replacement coral (subject to availability)

Store Credit

Refund (at our discretion)

Shipping charges are non-refundable unless required by law.

When the Guarantee Does Not Apply

Our D.O.A. Guarantee does not cover:

Incorrect acclimation procedures.

Poor water quality or unsuitable aquarium conditions.

Damage caused after the coral has been introduced into your aquarium.

Delivery delays caused by an incorrect shipping address provided by the customer.

Missed deliveries where the parcel is not received on the first delivery attempt.

Claims submitted after the 2-hour reporting window.

Minor transport stress, temporary retraction, or colour loss, which is normal following shipping.

Many corals require time to settle after transport and may not fully expand for several hours or even days.

Weather & Courier Delays

Corals are only dispatched when we believe they have the best chance of arriving safely.

If extreme weather or courier disruptions are forecast, we may postpone dispatch to protect livestock.

While Royal Mail Special Delivery is highly reliable, occasional delays can occur due to circumstances beyond our control, including severe weather, transport disruption or industrial action.

Our Commitment

Every coral is:

Individually inspected before dispatch.

Securely bagged using professional livestock shipping methods.

Packed inside an insulated polystyrene shipping box.

Protected within a sturdy outer cardboard box.

Supplied with a heat pack or cold pack when weather conditions require.

Our goal is to ensure every coral reaches its new home in the best possible condition.

Questions?

If you have any concerns regarding your order or require assistance after delivery, please contact us as soon as possible. We are always happy to help.