72-HOUR LIVE ARRIVAL GUARANTEE

Every shipment is covered. We own every delay and every DOA — within the terms below.

What is REEF JASE's 72-hour live arrival guarantee?

Every order ships with a 72-hour live arrival guarantee. If a coral arrives dead or dies within 72 hours of delivery and you follow the claim steps below, we credit or replace the affected piece. Included on every order at no extra cost.

How do I file a DOA claim?

Email jase@reefjase.com within 72 hours of delivery with (1) your order number, (2) a clear photo of the affected coral inside the sealed shipping bag, and (3) a second photo of the same coral in your tank. Both photos are required.

Why do I have to take a photo in the sealed bag?

The sealed-bag photo verifies the coral's condition at arrival, before acclimation or tank introduction. It rules out post-arrival causes (parameter shock, light burn, in-system pests) and lets us isolate whether shipping caused the issue. Without it, we cannot validate a shipping claim.

What does the guarantee cover?

Coral that arrives dead, suffers RTN/STN within 72 hours, or arrives clearly damaged from transit. Carrier delays causing temperature excursion are covered — if FedEx misses next-morning delivery, contact us immediately so we can document and process the claim.

What does the guarantee not cover?

Tank-condition losses (parameter swings, predator damage, in-system pests, light burn from immediate full-PAR placement), failure to follow the acclimation guide at /pages/acclimating-corals, claims past 72 hours, or claims without the required sealed-bag and in-tank photos.

How long does claim processing take?

Most claims are reviewed within 24 hours of submission. Approved claims are processed as store credit equal to the affected piece value or replacement on a future order. Jase reviews every claim personally — you hear back from a human, not a ticketing bot.

Are returns or exchanges allowed on live coral?

No. Live coral is non-returnable and non-exchangeable. WYSIWYG approval before shipment is final — once you confirm photos and authorize shipping, the order is committed. The 72-hour guarantee is the warranty on every shipment.

Does the guarantee cover orders with a delivery date I requested?

Yes. The 72-hour guarantee applies to every shipment, including orders on a customer-requested date. Once you accept a delivery window we have confirmed as weather-safe, the guarantee is in effect from the moment FedEx delivers.