Live Arrival Guarantee &
DOA Policy
We take great care preparing and packaging every specimen. Here's exactly how we protect your order — and what to do if something goes wrong.
Important: This policy applies only to livestock delivered on the first delivery attempt and inspected promptly upon arrival. Shipping logistics and carrier responsibilities are governed separately under our Shipping Policy.
Eligibility Requirements
A DOA claim may qualify only if all of the following conditions are met at the time of submission:
How to Submit a DOA Claim
While it remains in the original sealed bag or container — do not open, trim, or alter the contents before documenting.
Take clear photos and/or video before opening the bag or container. Video is required for fish and mobile invertebrates. All documentation must be captured while the specimen remains in the original shipping bag.
Use the official DOA Claim form within 6 hours of the carrier's delivery timestamp. Include all required documentation. Claims submitted without complete documentation will not be reviewed.
Required Documentation
Clear photo of the specimen inside the original sealed bag or container. Additional photos required if multiple specimens are affected. All photos must be taken before the bag is opened.
Video must clearly show the specimen inside the original bag or container and demonstrate lack of movement. Macroalgae Farms may request additional documentation before final review.
Verification Before Acclimation
DOA verification must occur before livestock is removed from the shipping bag or container. Once the bag has been opened, the shipping environment has been altered and Macroalgae Farms cannot verify whether a condition occurred during transit or after handling.
Acclimation and aquarium conditions introduce variables outside our control — including temperature shock, salinity changes, ammonia exposure, and incompatible tankmates.
Customer Responsibility After Delivery
Shipping stress is a normal and expected part of live livestock transit — it is not an indication of illness or compromised health. With proper acclimation and stable tank conditions, animals recover from transit stress routinely.
Once livestock is delivered alive, our Live Arrival Guarantee has been fulfilled. Macroalgae Farms has no visibility into or control over the acclimation methods, water parameters, tank environment, or husbandry practices on the receiving end. Because these are the very factors that determine an animal's recovery and survival after arrival — and because they fall entirely outside our control — our guarantee does not extend to losses occurring after a confirmed live delivery. This is consistent with industry-wide standards across the marine livestock trade.
Customers are solely responsible for the acclimation, care, and recovery of all livestock after delivery.
Experience & species research: All livestock purchases assume at least intermediate reef-keeping experience and familiarity with species-specific care requirements. Customers are encouraged to research the needs of any species before purchasing — particularly sensitive or advanced-level animals — to ensure they are fully prepared to support it upon arrival.
No Returns on Live Livestock
Macroalgae Farms does not accept returns of any live livestock under any circumstances. This policy exists to protect both you and the animals:
Claim Review & Resolution
All claims are reviewed based on the documentation submitted. We respond within 1–2 business days of submission.
Claims are evaluated solely on the photos and video provided. Macroalgae Farms reserves the right to approve or deny claims based on this documentation.
Approved claims are resolved through store credit only, issued at the sole discretion of Macroalgae Farms. See store credit terms below.
Shipping charges, packaging costs, and handling fees are nonrefundable under all circumstances.
Understanding Store Credit
When a DOA claim is approved, Macroalgae Farms issues store credit — not a gift card. Understanding the difference matters:
- A discretionary credit applied directly to your account by Macroalgae Farms
- Usable toward any future purchase on macroalgaefarms.com
- Valid for 90 days from the date issued
- Issued for the value of the affected livestock item only
- A gift card purchased with cash — it is a courtesy remedy issued by us
- Redeemable for cash or transferable to another person
- Applicable toward shipping charges or handling fees
- Extendable beyond the 90-day validity period
Situations Not Covered
The following situations are not eligible for DOA credit regardless of circumstances:
Order Cancellation Policy
We understand that plans change — and we want to work with you wherever possible. That said, once an order is placed, our team begins preparing your shipment immediately.
When you place an order with Macroalgae Farms, your items are immediately reserved and removed from available inventory. Our team begins sourcing, preparing, and staging your livestock — a process that requires labor, packaging materials, and coordination. In some cases, reserving a specific specimen for your order means other customers are unable to purchase that same item.
Because of this, a 15% cancellation fee applies to all order cancellations, regardless of when the cancellation is requested. This fee is not a penalty — it directly reflects the real costs and lost opportunity already incurred at the time your order was placed.
If you need to adjust your order — change a delivery date, modify quantities, or swap an item — please contact us at Sales@MacroalgaeFarms.com as soon as possible. We will always try to accommodate adjustments before your order ships, often without any fee.
Applied to the merchandise subtotal of all cancelled orders, regardless of timing
Shipping and handling costs are nonrefundable once an order has been processed
Email Sales@MacroalgaeFarms.com — we can often help adjust your order without a cancellation
By placing an order with Macroalgae Farms the customer acknowledges and agrees to the terms of this Live Arrival Guarantee & DOA Policy, including the cancellation fee and store credit terms. Submitting a claim does not guarantee approval. All resolutions are provided at the sole discretion of Macroalgae Farms.
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