Refund & DOA Policy

At Cali Coral Connect, we do our best to pack and ship every coral safely. Because live coral is sensitive livestock, all DOA claims must follow the requirements below.

DOA Claim Window

If there is an issue with your coral upon arrival, you must contact us within 2 hours of the posted carrier delivery time.

Claims submitted after the 2-hour window may not be eligible for coverage.

Required DOA Proof

To submit a DOA claim, please provide all of the following:

• Clear photo of the coral inside the sealed bag
• Clear photo or video of the coral
• Clear photo of the shipping label
• Order number or customer name
• Delivery time
• Brief description of the issue

Recording the first opening of the box is recommended, especially if the box appears damaged, leaking, delayed, or exposed to extreme temperatures.

Please do not discard the coral, bag, box, or shipping materials until the claim has been reviewed.

Approved DOA Claims

If a DOA claim is approved, compensation may be issued as store credit.

Store credit may be partial or full depending on the situation and the coral affected.

Shipping charges are non-refundable.

Freebie corals, bonus corals, and promotional add-ons are not covered by the DOA policy.

Final Sale & Excluded Items

Corals labeled Final Sale are not covered by the DOA policy unless otherwise stated.

Discounted items, special deals, auction items, live sale specials, freebies, and other excluded items may not be eligible for refund, replacement, or store credit.

WYSIWYG corals are sold as the exact coral shown in the listing. WYSIWYG corals are not returnable, and refunds are not offered unless an approved DOA claim applies.

Local Pickup & Local Delivery

The DOA policy applies to shipped livestock orders only.

Local pickup and local delivery orders are not covered once the coral has been received, inspected, and accepted by the customer.

Carrier Delays

Carrier delays caused by weather, mechanical failure, routing issues, missed delivery attempts, or other carrier-related issues are outside of our direct control.

Losses caused by carrier delays may not be covered under our guarantee and will be reviewed case by case.

Rules That May Void DOA Coverage

DOA coverage may be void if:

• The claim is not submitted within 2 hours of the posted carrier delivery time
• Required photos or videos are not provided
• The coral is removed from the bag before photos are taken
• The coral, bag, box, or shipping materials are discarded before review
• The coral is removed from the frag plug within 10 days
• The shipment is refused, even if the box appears damaged or leaking
• The package is not received on the first delivery attempt
• The package is left outside for an extended period
• The delivery address is incorrect
• The coral is placed into unstable or unsuitable tank conditions
• The coral is damaged by pests, tankmates, improper acclimation, or customer handling
• The issue is reported after the claim window

Aquarium Conditions & Tankmates

We reserve the right to deny or void DOA coverage if we believe the receiving aquarium is not in a suitable condition to keep coral alive and healthy.

Coverage may also be denied if the coral is kept with fish or invertebrates known to nip, irritate, damage, or consume corals, including but not limited to some angelfish, puffers, filefish, triggers, clown gobies, copperband butterflies, non-reef-safe butterflies, and other non-reef-safe livestock.

We are not responsible for damage caused by tankmates, pests, poor water quality, improper lighting, improper flow, unstable parameters, or improper acclimation.

Questions

If you have any questions about your order, shipping, DOA coverage, or coral condition, please contact us as soon as possible.

Email: calicoralconnect@gmail.com