DOA Policy

At Seafarer's Reef, all specimens are aquacultured in stable, controlled systems and are shipped in optimal condition. Due to the nature of live marine organisms, strict guidelines are required to qualify for our Live Arrival Guarantee.

DOA (Dead on Arrival) Claims

A specimen is considered DOA if it is clearly deceased upon arrival.

To qualify for a claim, the following conditions must ALL be met:

• You must contact us within 2 hours of delivery confirmation
• Provide clear photo/video evidence:
  • Specimen in unopened original bag
  • Specimen after opening
• Photos must be well-lit and clearly show the condition of the organism

Failure to provide proper documentation within the timeframe voids the guarantee.

Macroalgae Color & Stress Disclaimer

Macroalgae may undergo temporary color changes during and after shipping, including paling, whitening, or a translucent appearance.

This is a normal physiological response to transport stress, light changes, and environmental transition—not necessarily an indication of death.

In many species (especially fast-growing genera like Caulerpa and Gracilaria), this can result from:

• Light deprivation during transit
• Temporary nutrient imbalance
• Osmotic and handling stress

What to Expect

• Whitening or paling may occur within the first 24–72 hours
• Tissue may appear faded but still structurally intact
• Recovery typically occurs under stable lighting and nutrient conditions

Delivery Requirements

• Order must be received on the first delivery attempt
• Packages left outside, delayed, or exposed to weather are not covered
• If carrier delivery is missed, the Live Arrival Guarantee is void

What Is Covered

• Specimens confirmed DOA under the conditions above

What Is NOT Covered

• Carrier delays or mishandling outside our control
• Incorrect acclimation or handling after arrival
• Environmental incompatibility (lighting, salinity, nutrients, etc.)
• Buyer negligence or inexperience

Resolution

Approved DOA claims will be issued as:

Store credit only

• Shipping costs are non-refundable
• Store credit must be used within a reasonable timeframe (optional: add expiration if you want control)

Important: Acclimation Responsibility

Proper acclimation is critical for survival.

By purchasing, you agree to follow our acclimation procedures.

Failure to properly acclimate voids any future claims related to specimen health.