Refund Policy

Our first goal is to get you the correct product at a great price, and follow up with great service. Before ordering a product you are unsure of, please call us and we will be happy to help you out. This will allow you to order the correct products in the first place.
In the event that there is a problem with your order we will work with you until resolution. 

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Guarantee

All Zooxae corals are guaranteed for live arrival and backed by a 7-day guarantee. If for some reason the coral dies before (7) days, a claim must be submitted with photographs of the coral. Corals will be replaced or a credit will be given towards your next purchase. Please note that we do not cover shipping costs for replacement coral unless the coral arrives DOA.

There must be a person at the delivery address to receive the shipment. The shipment must be received on the first delivery attempt or the guarantee will be void.

Refunds for corals

If for some reason your coral arrives DOA (dead on arrival), you will need to send photos of the DOA coral within two hours of delivery. Please provide photos in and out of the water, along with your order number, by reaching out to us at zooxae_support@zooxae.com. Someone from our team will look over the photos and get back to you within 48 hours.

After receiving an approved claim, we will send you replacement(s) with a future order. Please do not discard specimens without our consent as this will void our guarantee. The customer must receive package(s) on the first delivery attempt - even if the delivery service provider is late. We will not issue refunds or credits for shipping costs. We are not responsible for incorrect addresses given. If you have any questions or concerns, please call us at 847-780-1113 or email us at zooxae_support@zooxae.com. We would be happy to help!

There must be a person at the delivery address to receive the shipment. The shipment must be received on the first delivery attempt or the guarantee will be void.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at zooxae_support@zooxae.com.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at zooxae_support@zooxae.com and send your item to: 1441 Timber Dr., Elgin, IL 60123

Shipping returns
To return your product, you should ship your product to 1441 Timber Dr., Elgin, IL 60123

You will be responsible for paying for return shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.