Refund policy

Frag Farm LLC - Dead on Arrival (DOA) Policy

At Frag Farm LLC, we take pride in offering healthy, high-quality coral and marine life to our customers. We understand that sometimes, despite the best care during shipping, an item may arrive damaged or dead. To ensure customer satisfaction and maintain transparency, we have established the following Dead on Arrival (DOA) Policy:

1. What is Covered:

This policy covers the following conditions:

  • Corals and Marine Life that arrive dead or severely damaged.
  • Live Rock that arrives with extensive die-off or decomposition.

2. Timeframe for Claims:

  • All DOA claims must be submitted within 4 hours of delivery.
  • If you are unable to open your package immediately, we ask that you contact us as soon as possible, no later than 4 hours after delivery, to report the issue.

3. Required Documentation:

To qualify for a refund or replacement, we require the following:

  • Photographic evidence of the DOA items, including the coral or marine life still in its shipping container.
  • A clear picture of the shipping box showing any visible damage, if applicable.
  • Time-stamped images showing the condition of the item upon arrival.

4. Shipping and Handling Conditions:

  • All orders must be signed for upon delivery to ensure the package is handled promptly. Any packages left unattended for extended periods are not eligible for a DOA claim.
  • Customers must inspect their order immediately upon arrival. If there is a delay in receiving the package (for example, if the package is left outside), DOA claims may not be accepted.

5. DOA Resolution Options:

  • Replacement: We will offer a replacement item of equal value, subject to availability.
  • Store Credit: If a replacement is unavailable or the customer prefers, a store credit for the value of the item will be issued.
  • Refund: In rare cases, a refund may be provided for DOA items if neither a replacement nor store credit is suitable.

6. Exclusions:

The following are not covered under the DOA policy:

  • Failure to acclimate properly: Improper acclimation of corals and marine life by the customer after receipt will void any claims.
  • Extreme weather conditions: If delays or extreme weather have caused damage, DOA claims will not be accepted.
  • Marine life purchased with the knowledge of risk: Some species of fish and coral are more delicate or have specific shipping requirements. If the risk is acknowledged in the product description, DOA claims may be limited or excluded.

7. Shipping Insurance:

We strongly recommend purchasing shipping insurance on higher value items to protect your order. Frag Farm LLC is not responsible for items damaged due to shipping delays or mishandling once the package leaves our facility. With shipping insurance, you may receive compensation for loss or damage during transit.

8. Shipping Carrier Delays:

Frag Farm LLC cannot be held responsible for delays caused by the shipping carrier. We will assist in resolving issues with carriers where possible, but we do not guarantee delivery times and cannot provide DOA replacements for shipping delays beyond our control.

9. Customer Responsibility:

  • Acclimate all corals and marine life appropriately to minimize stress.
  • Provide correct and stable water conditions as specified for the species.
  • Ensure a safe arrival location to avoid exposure to extreme temperatures or neglect.

10. Contact Us:

For any DOA claims or questions regarding this policy, please contact our customer support team at:


EMAIL Fragfarmcoral@gmail.com
Website: [www.fragfarmcoral.com

By making a purchase at Frag Farm LLC, you acknowledge and agree to the terms of this DOA policy. We want you to be fully satisfied with your purchase and will do everything we can to resolve any issues that may arise.