DOA (Dead on Arrival) Policy:

Please provide multiple photos or a video (preferred) of the issue you are seeing along with original packaging (bottle and shipping container).

Issues with live items must be reported within 1 hour of the recorded delivery time in carrier/delivery services systems otherwise items cannot be refunded or replaced. In some circumstances, credits may be applied for future purchases.

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Do not add product to your system if you feel it is DOA!

Do not dispose of your item until we confirm DOA. 

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Once you hear back from us you can then dispose of the bottles/package if we confirm your order, is DOA. 

Before reporting DOA:

When your live item arrives, remove the cap, or open the container as soon as possible to allow oxygen in and allow the item to reach room temperature to confirm health of the shipment. If you plan to store the item in refrigerator, try and store with the cap off/pouch open.

Copepods:

Each bottle includes a range of juvenile to adult copepods - while the largest of the adult pods should be relatively easy to see with the naked eye many of the juvenile pods will be difficult to see and will appear as small specks of dust floating in the water. The best way to see them is by inverting the bottle once or twice and then sit on stable surface to inspect for movement! Also, you will notice waste on the bottom of the bottle, this is detritus and is NOT dead copepods (unless you see no movement in bottle at all); does not automatically indicate that you have a DOA. This waste is a combination of copepods excretion as well as eggs.

Phytoplankton:

Phytoplankton does have a noticeable odor and it is normal that the odor is sulfurous. This is due to the fact that a type of sulfide, dimethyl sulfide is produced by some phytoplankton and is associated with cryoprotection. Sulfides produced by living phytoplankton: A small number of sulfides are produced by phytoplankton that is always in the product. Sulfides are very volatile, and they come out of solution and build up in the air within the bottle even at low temperatures. If the phytoplankton is kept at a temperature in the 40’s instead of the 30’s it will have more odor. If it warms up for even a short time, say during shipping, it will have more odor. Best to keep at temps of 35-38 to preserve its nutritional value.

The odor from the phytoplankton is most noticeable in the air that is trapped in the bottle, and it builds up over time. That is why a half empty bottle smells more than a full bottle, and a large bottle smells more than a small bottle. While odor intensity is almost impossible to describe; it is normal for the odor of sulfides to be strong, particularly in phytoplankton that has been in storage for a while.

Coral/Inverts:

Coral gets stressed during shipping and water may appear cloudy upon arrival. 

• Open container and change container and water to a larger vessel. 
• Add 25% more water (from your tank) to new vessel and allow coral to acclimate slowly. 
• Place conainter near your tank lights so coral can get light right away as it will be dormant/shocked from darkeness during shipping. 
• After about 30 minutes add 25% more water (from your tank) and wait another 30 minutes. 
• Now remove all water from this container and refill with just your tank water and wait another 30 minutes.
• If you want to dip your coral now is a good time to do so, otherwise place into a QT tank to isolate until ready to add to main system, everyone has a different process. 
• At this point the coral should be ready to introduce to your system. It is best to temporiarily add to a low flow area of your system for 24 hours before placing in its final location. Mushroom boxes or QT boxes can work great to isolate but also allow maxiumum light.