Refund policy

Warranty and Claims

Matthew’s Reef quarantine all livestock to guarantee that all fish will arrive to you alive and healthy.

Upon Arrival we advise you to take a video and pictures showing the unboxing process or a clear indication that the bag was unpacked from the package for warranty purposes as this will speed up the claims process.

If you experience a livestock loss or have any complications with your order, please notify us immediately upon receiving shipment. Be ready to include the pictures and video recording taken upon delivery

Be advised, once your fish is released from its original bag into its new home, our guarantee is Void. The buyer is responsible for the wellbeing of the fish once released. We assume the buyer will follow proper acclimation procedures and protocols when releasing the fish into its new aquarium.

  • Matthew’s Reef will replace livestock that are DOA (dead on arrival). This DOES NOT include shipping or packaging cost.
  • Losses Must be reported to Matthew’s reef Immediately upon receiving shipment to Matthewsreef18@gmail.com Along with the picture and video evidence of the unboxing, please make sure to Include 1 Clear Picture of the DOA fish inside its bag and 1 Clear picture of the fish outside the bag. Include 1 Clear VIDEO of the DOA fish before removing it from original bag. If there are multiple DOA’s all fish must be photographed in the same picture and recorded in the same video.
  • Please make sure that someone is present to receive the package. A Tracking number will be provided as soon as the label is created to provide you with an estimated arrival date. If the package is marked as “failed attempt” our guarantee becomes Void.
  • We carefully monitor both local weather and weather of the destination to prevent delays caused by extreme weather. However, if a delay caused by unexpected extreme weather occurs, the shipment will not be covered by our Warranty.
  • In the situation that your Shipment(s) is delayed or damaged by the carrier, please keep the original packaging and have pictures of shipment before and after opening as these are all needed to make a legitimate claim by the carrier.

Refunds

If requested and approved for refund, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.