Soutas Saltwater Help

Terms & Conditions

Arrive Alive Policy - Quality Guarantee You must use Overnight Shipping for the Arrive Alive Policy to be Enforced We absolutely guarantee that every coral that leaves our facility will ARRIVE ALIVE at its destination and will STAY ALIVE for at least 3 days after leaving our system. * We ship only the very healthiest, farm raised corals. If your purchase does not arrive alive or if it dies within 3 days of leaving our facility, we will replace it FREE (excluding packaging &shipping). The following conditions apply: * You must take immediate delivery of your order upon its arrival. * If a delivery is refused for any reason, including not being home to accept delivery, the customer will be held liable for the full cost of the invoice plus return freight charges. * Outside temperatures must not be less than 40o F. or greater than 90o F. * Arrive Alive guarantee only applies to specimens shipped for next day delivery. * Your water quality must be adequate (Ammonia 0, Nitrites 0, pH 8.2-8.4, SG 1.021-1.025). * If the 3 day guarantee expires over a day that we are closed, don't worry. Just send us an e-mail to establish the time of death and then telephone us during business hours for your authorization. Never dispose of or return a specimen without authorization. If You Suffer A Loss: * Notify us by telephone or e-mail. * Return the coral to us by us mail: Soutas Saltwater and Reef 2404 SE Gladstone Suite B Portland, OR 97202 Returns must be postmarked within 24 hours of death and never more than 3 days after leaving our facility). * We will replace the dead specimen PLUS credit your return postage ($3.00). Guarantee applies to original shipment only, not replacement items. Shipping and box charges are not included in this guarantee. Sorry, credit cards cannot be credit for losses. DAMAGE & DOA CLAIMS: Never refuse a delivery. You are fully protected by our Arrive Alive guarantee. Any claims for damaged or late deliveries should be made directly to Soutas Saltwater and we will deal with the carrier. The carriers will not honor your claim if you refuse to accept the package. If a delivery is refused for any reason, including not being home to accept delivery, the customer will be held liable for the full cost of the invoice plus return freight charges. Under no circumstances will any credit be given for refused orders. We will not accept subsequent orders from customers who have previously refused a delivery.