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FAQ
When do you ship
We ship all orders from Monday through Thursday, Saturday delivery is available, but is an additional $15 for the Fedex surcharge, and our live arrival guarantee is waived, since if there's any Fedex error, the corals will sit there for the entire weekend. Also, all orders must be shipped within three business days, or Thursday, whichever comes first, sorry, but we cannot hold orders any longer, or real estate does become an issue.
How do you ship?
We ship via Fedex Priority Overnight, so that your corals are there as early as possible. We have found that Fedex provides the best service to ensure that your corals arrive both safely and on time, whereas other shippers tend to provide the less expensive, but slightly less popular shipping method of using old, disgruntled soccer stars to move your coral across the country.
IF YOU NEED A HEAT PACK OR A COLD PACK you must let us know beforehand, we cannot estimate the temperature in your location, so please let us know if you need a heat or cold pack, we will not be held responsible for packages that have sustained temperature damage during shipping if we were not notified of the package's temperature requirements.
How much is shipping?
Shipping is a flat fee of $39 per order unless otherwise noted, regardless of how much many corals you order, and we will only ship to the 48 continental states.
How do you pack your corals?
For packaging, corals are snugly packaged in an appropriate sized styrofoam shipper with the appropriate heat/cold packs to minimize shipping stress if requested, we can also have Fedex hold your package at your local Fedex station, please state in your comments if you'd like either of these options.
Do you have a live arrival guarantee?
Yes, we do have a live arrival guarantee; it is for up to 6 hours from delivery, if any claim is to be made, it must me made during that time, no exceptions. You MUST be present to physically sign for your package on the first delivery attempt, any packages that have not been physically signed for on the first delivery attempt will void the live arrival guarantee. We will need photo verification received within 6 hours of receiving your order as long as we have been notified of any issues within 6 hours of the order being received. We may ask for the coral to be mailed back as well, which we will pay shipping for. Also, most importantly, please note that we will not be held responsible for doa's from shipping lapses due to weather delays or any shipping delays, as Fedex does not accept claims on those terms.
Fedex does not cover any claims to damage or delays for livestock, so we must state again that we can not be held responsible for shipping delays or any shipping damage. That said, we ship in the most careful ways possible, most of these boxes can be dropped down a flight of steps and not lose a drop.
There are no refunds or returns whatsoever for any doa's or corals, accepted doa claims will be given site credit only for doa's not caused due to Fedex damage or delays will not include the shipping fee, but will include the full price of the coral if the claim is made according to the terms listed above. That said, shipping lapses are extremely rare, but we will definitely go to the extra mile to make sure that you are satisfied with your corals.
In the event that the item was purchased using a free shipping special, the cost of shipping will still be deducted from the original purchase amount when regarding site credit.
Lastly, and once again, we are not responsible for weather delays or any shipping delays caused during shipping, Fedex will not reimburse in such instances, and unfortunately neither can we, please check the weather forecasts for your package's route prior to arranging your shipping date.
What kinds of payment do you accept?
We accept payments through all major credit cards, although we will hold corals for USPS money order payments as well if you contact us first, payment must be received within 3 days of contact, otherwise we will put the corals back up for sale.
My coral looks different from the pictures, what caused this?
While we don't use photoshop or any kind of image editing tricks at Fraggle Reef, coral color variances can and will happen under different lighting than our pictures were taken under. All of our coral pictures are taken under 8 bulb Tek 5 lighting, if you place any of these corals under different lighting, their colors could very well look quite different. For instance, one of our corals under 10k lighting will take on the yellower and whiter characteristics of that bulb, as compared to the blue glow of 20k halides that will bring out more colors in the corals. For this reason, we recommend that all of our corals be kept under T5's with daylight blue and actinic plus bulbs or 20k lighting to fully appreciate their beauty, please keep this in mind if your lighting is different.
I am having trouble getting a hold of you, are you getting my emails?
Unfortunately, sometimes emails do not make it into our server for some reason, if you don't hear from us within 24 hours of emailing us, do email again since usually our response time is quite prompt. You can also reach us at 310 643 0240. The only exception to this is that we will usually take at least one weekend a month off, since working 7 days a week is fun but gets rather taxing. If you find that you are unable to reach us during a weekend, please wait until Sunday night, as we will usually be answering all incoming emails on that day.
PLEASE NOTE
DOA's, once properly submitted, will be given as site credit, we do not issue refunds under any circumstances other than if a coral was not available for shipping. There are no refunds, returns, or exchanges, we only offer site credit for properly submitted doa/'s that comply with our doa policy.
By ordering from Fraggle Reef, you agree that you have read and will comply with any and all of the terms of our faq as per your credit card issuer's agreement, and agree to fully compensate Fraggle Reef for any legal action taken for debt collection for any debts owed to Fraggle Reef, all sales are final. Furthermore, you agree that this sale is goverened under the laws of the state of California, and consent to venue and jurisdiction in Torrance, California.
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