DOA and Store Credit Policy – Polyp Guy Corals

Overview

Representation of Coral

Polyp Guy Corals LLC (PGC) treats advertised pictures of coral as a key factor in maintaining its reputation as a provider of quality coral to all customers. Coral pictures are taken under 20k blue lighting, using an Orphek 20k orange filter only. The goal is to only filter out the excessive blue from the cameras sensor, and not enhance any colors or visuals that are not present to the naked eye under the 20k spectrum. We do not over filter, nor expect one to need to use “Orange Glasses” to see the coral as it appears in our photos.

Where possible, PGC will also provide “White” lighting or “Full Spectrum” to ensure that expectations are met by its customers. In the event that coral is not posted with both blue and full spectrum lighting, feel free to reach out directly to us, sales@polypguycorals.com to request pictures of a WYSIWYG or cut-to-order piece prior to purchase. We will make an effort to meet any requests we receive.

Please understand that reef lighting including spectrum, orientation (top down/from the side), water clarity, and a host of other factors may impact how the coral looks in your system. Please communicate any instances which you feel the product did not meet the above commitment – without being informed by our customers, we cannot take corrective action.

Dead on Arrival (DOA)

We take all necessary precautions to ensure that coral arrive to all customers in the condition in which they are represented via pictures. Please understand that we operate a stable reef to the best of our ability, and minor variances may occur, such as additional growth, minor stinging from bumping into another frag, etc.

PGC does not accept returns. For all standard transactions, PGC will honor a store credit for any pieces determined to be DOA. Store credit is defined as the value which was paid for the coral itself excluding any additional fees, taxes, and shipping. Please be sure to send a photograph of the coral in the condition it arrived. Any photos received the following day (Delivery Date + 1) may void the DOA Policy. A timely picture of the dead coral is required for issuance of store credit.

Please provide any pictures of a coral that appears to be unhealthy upon arrival, or within the first 3 days of acclimation. We are committed to working with our customers and ensuring they receive a healthy coral that will flourish in their tank. Instances where a corals health suddenly declines will be assessed on a case-by-case basis and issuance of store credit determined.

Refunds and Store Credit

PGC reserves the rights to provide full or partial refund on a case-by-case basis. Standard practice will be to issue a store credit equal to the value of the piece(s) determined to be DOA by us. Any fees associated to a refund will be the responsibility of the customer.

Some examples where a refund may be provided:

Immediate request for refund after purchase, prior to any order processing;
A disastrous DOA incident in which more than half of the order is DOA;
A customer tank crash prior to shipping.

To complete your store credit or refund, we require the following:

An email, text, or other direct form of communication notifying us of the issue;
Order number and receipt;
A photograph of the livestock in question;
Contact Information to coordinate resolution.

Once your request is received and inspected, we will send you an email to notify you that we have completed the assessment. We will also notify you of the approval or rejection of your refund.

If you are approved, store credit will be offered in the form of a discount code. For refunds, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a reasonable timeframe.

Late or missing refunds

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 sales@polypguycorals.com

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the refunds and store credit process is completed, the credit will be issued.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your refund or store credit.

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