Live Arrival Guarantee

We are are extremely confident in the health of all livestock we send out and combined with our shipping methods, offer you our Live Arrival Guarantee. In order to be eligible for our Live Arrival Guarantee, please note the following:

YOU MUST ADHERE TO THE FOLLOWING DOA PROCEDURE CORRECTLY, FAILING TO DO SO MAY NULIFY YOUR CLAIM.

Dead on arrival (DOA) reporting policy

In the unlikelihood of your order being DOA please email or telephone us on the day of receipt, email us on: sales@mailordercorals.com or call 01383 – 428590 within 1 hour of signing for delivery, to inform us of the matter. Also, within 2 hours, you will be required to provide photographic evidence of the marine life in its original container, and also out of its container, but still in water.
(Photographs taken of the marine life not in water, will not be accepted, as some marine life can look distorted/dead out of water).
Without clear photographic evidence we are unable to process a claim.

All photographs need to be clear and not distorted. Photographs that do not clearly show their subject will be unable to be accepted as evidence.
Failure to be present to sign for your parcel on the first delivery attempt will void all claims. Failure to follow Mailordercorals specified DOA reporting procedure will also void any claims.
On satisfactory evidence that the marine life is DOA a credit note will be issued.

Please see review our recommended Acclimatisation Procedures below to ensure your new marine life adjusts to your system with the least possible stress.

Acclimatisation procedures

Acclimatising your new corals is a vital process to ensure they survive and thrive in your system. People use many different methods but most of them are very similar, below is our preferred choice:

Unpack coral carefully from box and keep it in the polythene bag or container that it was shipped in.
Float the bag or container in your sump area or main tank for around 20 minutes, this will equalise the temperature of the water in the bag to that of the system it is going to be placed.
Open the bag or place coral with shipping water into another small container
Using a piece of airline or similar with an air control valve attached, if one not available then just tie a knot in the airline, start a siphon from the main system and drip water slowly from there into the bag/container housing the new coral ( I use around one drip per two seconds ). Once the bag/container is near full then disregard some of the water and continue the process (never put any of the shipping water into your system). I persevere with this process for around 90 minutes to ensure the new coral is fully acclimatised to the new water conditions.
Now it is time to remove the coral from bag/container and carefully place it in your tank somewhere near the bottom. Leave it there and raise it slowly over a period of days so as it can adjust to the different lighting on your tank.

This careful process is vital to ensuring your coral or any other livestock’s long term success.