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?

File it at reefjase.com/claims within 72 hours of delivery. Pull up the order with your order number and the email on it, tick the affected pieces, and upload two photos of each: one in the sealed shipping bag, one in your tank. Both photos are required. The claim page also shows the status and the decision once Jase has reviewed it.

What if I miss the 72-hour window?

File anyway. The claim form accepts submissions for up to 14 days after delivery. Past 72 hours the guarantee no longer applies automatically, so a late claim is reviewed case by case rather than credited by right — but it is a real review, and the photos matter more than the clock. Older than 14 days, email jase@reefjase.com directly.

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 or UPS 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, or claims without the required sealed-bag and in-tank photos. Claims past 72 hours fall outside the automatic guarantee, but the claim form still accepts them for up to 14 days and Jase reviews each one on its merits.

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. Where part of a loss is shipping and part is tank conditions, Jase credits the part that is ours and tells you what he saw on the rest. Every claim is reviewed personally, and the reason for the decision comes back in his words, not a template.

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 the carrier delivers.