Refund policy

Live Coral Guarantee

At Micah's Frags, we stand behind the quality of our coral specimens. We understand that receiving live corals through shipping can be stressful, which is why we offer comprehensive protection for your investment.

Our Guarantee Coverage

  • Dead on Arrival (DOA): Full refund or replacement for any corals that arrive deceased
  • 72-Hour Health Guarantee: Coverage for corals that decline within 72 hours of delivery due to shipping stress
  • Misidentified Species: Full refund or exchange if the coral species does not match your order

How to Report Issues

Time Sensitive - Must Report Within 2 Hours of Delivery

  1. Photograph immediately: Take clear photos of any deceased or damaged corals in their original packaging
  2. Email us: Send photos and order details to support@micahsfrags.com.au
  3. Keep packaging: Retain all shipping materials until your claim is resolved
  4. Do not dispose: Keep deceased specimens until we confirm your claim

Refund Process

  • DOA Claims: Full refund processed within 3-5 business days
  • Replacement Option: Store credit worth 110% of coral value for future purchases
  • Shipping Costs: Refunded for valid DOA claims over $200

What We Cannot Accept

Non-Returnable Items

  • Corals that have been in your system for more than 72 hours
  • Specimens damaged due to improper acclimation procedures
  • Corals affected by existing tank conditions (pests, disease, water parameters)
  • Custom or special order items (unless DOA)
  • Sale or clearance items (unless DOA)

Exceptions

  • Wrong Item Shipped: We will arrange return shipping and full refund/replacement
  • Our Packing Error: Full responsibility taken for our mistakes

Important Conditions

Customer Responsibilities

  • Immediate Inspection: Unpack and inspect all corals within 2 hours of delivery
  • Proper Acclimation: Follow provided acclimation instructions exactly
  • Tank Readiness: Ensure your system is mature and stable before ordering
  • Photo Documentation: Required for all claims - photos must show coral in original packaging

Shipping Requirements

  • Delivery Confirmation: Someone must be available to receive the package
  • Weather Delays: Orders may be held during extreme weather - not covered under guarantee
  • Incorrect Address: Customer responsibility - no refunds for delivery failures due to wrong addresses

Store Credit & Exchanges

Store Credit Benefits

  • 110% Value: Store credit worth 10% more than original purchase price
  • 12-Month Validity: Use anytime within one year of issue
  • No Restrictions: Valid on all products including new arrivals and equipment

Exchange Process

  • Available for wrong species or significantly different size than advertised
  • Must be reported within 2 hours of delivery with photo evidence
  • Replacement coral shipped on next available delivery date

Contact Information

Returns Department

Emergency DOA Line

  • Available 7 days a week for time-sensitive claims
  • Response within 2 hours during business days

This policy is effective as of the date of purchase and supersedes all previous versions. Micah's Frags reserves the right to modify this policy with 30 days notice to customers.

Remember: The health of your corals is our priority. When in doubt, contact us immediately. We're here to help ensure your reef thrives!