Shipping and DOA policy

Shipping

• Overnight only, Monday through Wednesday. Every order ships UPS or FedEx Overnight Air. We ship Monday through Wednesday, so your corals are never stuck in a carrier warehouse over the weekend.
• When your order ships. Your order ships the next day when that day is a Monday, Tuesday, or Wednesday. Orders placed Wednesday through Saturday ship the following Monday.
• Checked, then packed fresh. Before packing, we hold your pulled frags in our tanks for a few hours to make sure they're healthy and open, so every coral goes out in top shape. We pack in the afternoon and drop the box at the shipping hub at the end of the day, so your corals spend as little time boxed up as possible.
• Insulated for the season. Every box is insulated, with hot or cold packs as the weather calls for.
• Rates. $45 flat to North Carolina, South Carolina, Tennessee, Georgia, and Florida, or $60 to other states, on orders under $100. $45 flat anywhere on orders of $100 to $224.99. Free on orders of $225 or more. Shipping is figured on your order total after any discount.
• Tracking. When your order ships, you'll get an email with your tracking number so you can follow your box to your door.
• Be ready for delivery. Please make sure someone can bring the box inside soon after it arrives.

Weather and holiday holds

Live coral comes first. If extreme heat or cold, carrier delays, or holiday closures could put your corals at risk, we may hold your order for a week or more until it's safe to ship. We'll always let you know by email if your order is being held.

Christmas delivery

Want it under the tree? Order by Sunday, Dec 20 for delivery before Christmas. Orders placed after Dec 20 ship as soon as it's safe, which may be after the holiday. Weather and carrier delays can still affect delivery, and we'll never ship into conditions that put your corals at risk.

Pickup

• Local pickup in Asheville, NC. Choose local pickup at checkout, or email us at info@ncpolypfarms.com, and we'll set up a time that works for you. We don't publish a pickup address, so we'll share the details by email once your pickup is arranged.
• Pickup at a show. When we have an upcoming show, you can pay online and pick up your order at our booth to skip shipping. Show pickup orders close a couple of days before the show so we have time to pull your frags.
• Inspect at pickup. Please look over your corals when you pick them up. Because you see them in person, pickup orders aren't covered by the DOA Guarantee.

DOA Guarantee

We stand behind every coral we ship. If a coral arrives dead, we'll make it right.

How to file a claim

• Email info@ncpolypfarms.com within 2 hours of delivery, based on the carrier's delivery time.
• Include your order number, clear photos of the affected coral in its cup or bag before it goes into your tank, and a photo of the shipping label.

How we make it right

After we review your claim, we'll offer one of the following:

• A replacement frag. You cover the shipping on the replacement.
• Store credit for the price you paid for the coral.
• In some cases, a refund.

What isn't covered

• Claims made more than 2 hours after delivery, or without photos.
• Delays caused by an incorrect address, a refused delivery, or a package not picked up from the carrier on time.
• Corals that decline after being placed in your aquarium.
• Local pickup and show pickup orders.
• Original shipping charges, which aren't refundable.

Every claim is reviewed case by case. NC Polyp Farms has the final say on whether a claim qualifies and how it's resolved, and we may decline claims that don't follow this policy. We'll always do our best to treat you fairly.