Asterina Starfish

Response Times

Response times are typically 24–72 hours during business hours (Monday–Friday). Messages are handled in the order received.

Submitting multiple messages or emails will not speed up response time and may delay processing.

How to Submit a DOA Claim

Missing items, wrong items, or damaged non-livestock items must be reported within 4 hours of delivery.

Required Claim Documentation

• Clear photos of the affected livestock
• A clear, unedited video showing the animal inside the sealed bag
• The video must clearly show the animal visibly deceased before the bag is opened
• For fish, seahorses, and invertebrates, unedited video is required for all DOA claims

We may request additional photos or video during the review process. All affected livestock must remain available for verification until the claim is resolved.

Failure to provide clear documentation within the required timeframe will result in denial of the claim.

DOA Credit Terms

These DOA credits are not purchased, sold, or issued as retail stored-value products. They function only as replacement credit for the value of the affected livestock and are provided as a discretionary resolution under our Livestock Guarantee.

Issuance of a DOA credit constitutes resolution of the approved claim under the Corals Anonymous Livestock Guarantee.

Orders purchased in whole or in part with store credit are not eligible for refund, and any additional remedy remains at the sole discretion of Corals Anonymous.

Local Pickup Orders

All local pickup livestock purchases are final sale.

Corals Anonymous does not offer DOA credit, refunds, returns, or exchanges for local pickup livestock orders.

Shipping Disclaimer

Corals Anonymous takes every precaution to safely pack livestock for transit. However, we are not responsible for delays, mishandling, losses, or damage caused by UPS, FedEx, weather, mechanical failures, routing issues, or other carrier-related events, except as expressly stated under Shipping Protection.

If an order arrives delayed, damaged, or leaking, the customer is still required to accept delivery.

Do not refuse shipment. Do not return the package. Corals Anonymous does not accept returns of livestock.

Orders arriving later in the day on the scheduled delivery date are not considered delayed for purposes of this policy.

Shipping Address Responsibility

• Forwarded shipments void the Live Arrival Guarantee
• Rerouted shipments void the Live Arrival Guarantee
• Intercepted shipments void the Live Arrival Guarantee
• Orders delivered to a different address void the Live Arrival Guarantee

The shipping address provided at checkout must be the final delivery destination.

Corals Anonymous does not perform address change requests on behalf of customers after an order has shipped.

Shipping Protection does not cover customer-entered address errors, incomplete addresses, forwarding, rerouting, interception requests, or delivery changes after shipment.

Customer Responsibility After Delivery

Shipping stress is a normal and expected part of live livestock transit — it is not an indication that an animal arrived sick or in compromised health. With proper acclimation and stable tank conditions, animals recover from transit stress routinely.

Customers are solely responsible for the acclimation, care, and recovery of all livestock after delivery. Corals Anonymous is not responsible for losses caused by improper acclimation, poor husbandry, unstable or unsuitable water parameters, salinity, alkalinity, pH, nutrient, or temperature issues, improper lighting, improper water flow, coral aggression or incompatibility, predation, pests in the customer's system, insufficient tank maturity, or stress related to transfer into a new environment.

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 prepared to support it upon arrival.

Macroalgae and Hitchhiker Disclaimer

We make every reasonable effort to inspect livestock and remove pests and hitchhikers. However, because marine organisms are natural products, Corals Anonymous cannot guarantee that macroalgae, coral, rock, or other livestock will be completely free of pests, eggs, algae, hitchhikers, or other unwanted organisms.

Lost, Stolen, or Misdelivered Packages

Orders reported as lost, stolen, or misdelivered despite carrier Proof of Delivery are not covered under the Corals Anonymous DOA policy or Shipping Protection.

Customers must contact UPS or FedEx directly to initiate a lost package claim.

Corals Anonymous may, at its discretion, assist by providing shipping documentation.

If the carrier issues reimbursement directly to Corals Anonymous, any reimbursement to the customer, if any, will not exceed the amount actually received by Corals Anonymous.

Shipping Protection

Shipping Protection is an optional add-on intended to provide additional eligibility for store credit in the event of qualifying carrier-related delay or transit damage.

Shipping Protection does not guarantee delivery, does not function as insurance, and does not create liability beyond the remedies expressly stated in this policy.

Shipping Protection cannot be canceled or refunded starting at 8:00 AM Pacific Time on the scheduled ship date.

Customers who opt out of Shipping Protection acknowledge that Corals Anonymous cannot be held responsible for carrier-related delays or damage during transit beyond any rights otherwise required by law.

❄️ Alaska (AK) Shipping

Due to extended transit times, limited carrier routes, and increased temperature fluctuations, all Alaska shipments carry significantly higher risk.

By placing an order to Alaska, you acknowledge and agree that:

• DOA (Dead on Arrival) Guarantee is waived
• Shipping Protection does not apply to DOA claims and will be refunded if purchased
• All livestock is shipped at the customer's risk

We take every precaution when packing your order, and highly recommend having your package held at a UPS or FedEx Ship Center to help increase the survivability of your order.

Quick FAQ

Fraud, Abuse, and Reservation of Rights

Corals Anonymous reserves the right to deny, limit, or void any claim if the claim is incomplete, submitted late, unsupported, missing required documentation, if the livestock is discarded before verification, if the bag is opened before proper documentation is recorded, if evidence suggests improper acclimation or handling, if evidence suggests fraud, abuse, or repeated questionable claims, or if the circumstances indicate the livestock was not DOA upon arrival.

All claim determinations are made at the sole and final discretion of Corals Anonymous.

Corals Anonymous also reserves the right to cancel orders, refuse service, or limit future purchases from customers suspected of fraud, abuse, harassment, or misuse of our policies.

Limitation of Liability

To the fullest extent permitted by law, Corals Anonymous shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to any livestock purchase, shipment, delay, loss, acclimation issue, system issue, or customer husbandry practice.

Any liability of Corals Anonymous, if established, shall not exceed the amount paid for the affected livestock in the original order.

Chargeback and Dispute Resolution

Customers agree to contact Corals Anonymous first regarding any order issue before initiating a chargeback or payment dispute.

Submitting a chargeback or payment dispute after receiving livestock, while ignoring or misrepresenting the terms of this policy, may be considered abuse of this policy and may result in refusal of future service.

Policy Updates

Corals Anonymous reserves the right to update or modify this policy at any time without prior notice.

The version of the policy in effect at the time the order is placed will apply to that order.