Terms of service
Shipping Policy
We ship orders Monday & Wednesday in the order that we receive them. If you order after Tuesday of a week, your package will likely not go out to you until the following week. We are always welcome to make exceptions - so if you ever need a package sooner or later please do not hesitate to reach out to us!
We offer both FedEx 2Day & FedEx Priority Overnight services to most of the United States.
*Please keep in mind that the name of the shipping service does not correspond with when we ship out packages (i.e. FedEx Priority Overnight will not ship out the following day.) The name of the shipping service refers to transit time, and not how quickly we ship out an order.
Due to strict importation/exportation laws, we only ship within the United States, excluding Alaska, Hawaii, Guam, and Puerto Rico.
Returns, Refunds, & Exchanges Policy
- We do not accept returns or exchanges of any kind once your order has been delivered.
- We do not issue refunds for orders still in transit, even in the case of shipping delays.
- We do not offer refunds in the instance that an incorrect delivery address is given to us.
- We do not offer refunds for the cost of shipping in the instance of a delay on the side of the shipping carrier. We are also incapable of guaranteeing delivery on specific days, as delays with shipping carriers are out of our control. Refunds will not be given in such circumstances.
- We do not offer refunds for the cost of shipping in the instance of DOA’s.
Cancellation Policy
We accept cancellations up until your order's shipping label is printed.
DOA Policy
- In all cases, unless otherwise stated in the description of a product, we will always replace or refund algae that arrive dead when shipped with FedEx 2Day and FedEx Priority Overnight shipping. Exceptions to our DOA policy in regard to certain weather conditions can be found below.
- Certain species, such as Halymenia and live invertebrates, are only guaranteed to arrive alive with FedEx Priority Overnight, and not with FedEx 2Day. DOA policies for individual species will be listed in the description of the algae.
- ALL WYSWYG ALGAE ROCKS ARE ONLY GUARANTEED TO ARRIVE ALIVE WITH FEDEX PRIORITY OVERNIGHT. Macroalgae that dislodge from substrate in transit are not considered DOA and are not refundable. These can be re-attached via a small amount of superglue gel applied directly to the holdfast, in which the holdfast will then encrust itself over the superglue & naturally attach itself back to the rock. NO EXCEPTIONS!
- Macroalgae marked as *sensitive* in the description will not be replaced if DOA when shipped with FedEx 2Day.
DOA Policy - WEATHER EXCEPTIONS
- During winter months, ALL orders are void of guarantee if shipped via standard shipping in temperatures of 60°F or less.
- During winter months, ALL orders are void of guarantee if shipped via FedEx 2Day in temperatures of 40°F or less.
- During winter months, ALL ORDERS are void of guarantee if shipped in temperatures of 30°F or less regardless of shipping speed.
- During summer months, ALL orders are void of guarantee if shipped via FedEx 2Day OR FedEx Priority Overnight shipping in temperatures of 95°F or higher.
***All DOA claims must come to us within two hours of delivery and must include clear photos of the macroalgae, invertebrates, and coral within their sealed bags taken under white light or the LAG will be voided. If we request additional photos of the items outside of their bags and/or in the display, this must also be abbided by to qualify for our LAG.
The following conditions are not considered DOA:
- Macroalgae that suffer breakage in transit.
- Macroalgae that detach from frag plugs or rock in transit.
- Macroalgae that show slight discoloration in transit.
- Macroalgae that seems pale initially.
- Bag leaks or damage to the shipping box.
Restricted Species Policy
We will not, under any circumstances, ship ANY species belonging to the Caulerpa genus into the state of California due to restrictions within the state. Caulerpa, as well as some other products such as samplers containing Caulerpa, will be marked as unable to ship into California.