Refund policy

Ocean Ember Corals – Dead on Arrival (DOA) Refund Policy

At Ocean Ember Corals, we take great care in packing and shipping our corals to ensure they arrive healthy and as described. However, we understand that circumstances during transit may occasionally lead to issues. To address this, we offer the following Dead on Arrival (DOA) Refund Policy:

DOA Policy Terms:

1. Notification Window:
   All DOA claims must be submitted within four (4) hours of the package being marked as delivered by the shipping carrier.

2. Proof of DOA:
   Claims must include a clear, timestamped photo of the affected coral inside the sealed bag as it was received. This is required to validate the condition of the coral upon arrival.

3. Submission Process:
   Please email all DOA claims to:
   oceanembercorals@outlook.com
   Ensure the subject line includes your Order Number and the term "DOA Claim".

4. Conditions Not Covered:

   • Claims submitted after the 4-hour window

   • Photos not showing the coral in its original sealed bag

   • Claims without adequate photographic evidence

   • Shipping delays or issues caused by carrier mishandling or customer unavailability at delivery

5. Resolution Options:
   Approved DOA claims may be resolved with store credit or a replacement coral, depending on availability. Refunds to the original payment method are not guaranteed.

6. Live Arrival Guarantee:
   Our DOA policy applies only to the first delivery attempt. Please ensure someone is available to receive the shipment at the time of delivery.

By placing an order with Ocean Ember Corals, you acknowledge and agree to the terms outlined in this DOA Refund Policy.

For any questions regarding this policy, feel free to contact us at the email provided above.