Submit a standard DOA claim within two hours of the FedEx posted delivery time.

<ol>
<li>Receive and inspect the livestock promptly.</li>
<li>Contact Top Shelf Aquatics within two hours of FedEx&apos;s posted delivery time.</li>
<li>Include the order number and identify each affected item.</li>
<li>Attach clear photos of the livestock in the original shipping bag and outside the bag when requested.</li>
<li>Keep the livestock and packaging until the claim is reviewed.</li>
</ol>
Need help? Send the claim immediately; waiting for a later update can put standard coverage outside its two-hour window. <a href="https://topshelfaquatics.com/pages/contact">Contact Top Shelf Aquatics</a>.
<a href="https://topshelfaquatics.com/policies/shipping-policy">Review the Alive Arrival Guarantee</a> for the complete current terms.

How do I submit a dead-on-arrival livestock claim?

Clear in-bag and out-of-bag photos may be required to verify a livestock claim.

Provide clear, well-lit photos that show:
<ul>
<li>The affected livestock in its original sealed or opened shipping bag</li>
<li>The livestock outside the bag when requested</li>
<li>The label or packing condition if it helps explain the issue</li>
</ul>
Make sure the animal and the reported condition are visible. Do not discard the livestock or packaging until our team has reviewed the claim.

What photos are required for a DOA claim?

Approved standard claims receive replacement livestock or livestock store credit.

After an eligible claim is reviewed and approved, Top Shelf Aquatics provides either replacement livestock or store credit for the value of the affected livestock. An identical replacement cannot always be guaranteed, especially for one-of-a-kind WYSIWYG pieces.
Standard livestock credit does not include the original shipping charge, and refunds are not issued for livestock or shipping.

What resolution is provided for an approved standard DOA claim?

Reef Guard extends livestock protection and covers several carrier-related problems.

For eligible livestock orders, Reef Guard adds:
<ul>
<li>A five-day coral guarantee</li>
<li>A three-day fish guarantee</li>
<li>Re-shipping coverage for an approved eligible claim</li>
<li>Coverage for weather delays, FedEx delays, lost packages, and FedEx damage</li>
<li>Priority support and resolution</li>
</ul>
Reef Guard must be added at checkout and remains subject to its terms and exclusions.
<a href="https://topshelfaquatics.com/pages/reef-guard">See Reef Guard details</a> for the complete current terms.

What does Reef Guard cover on a livestock order?

Eligible corals receive five-day coverage and eligible fish receive three-day coverage.

Reef Guard extends the livestock guarantee to five days for eligible corals and three days for eligible fish. Standard orders use the Alive Arrival Guarantee and its two-hour DOA reporting window.
Report a problem as soon as it appears. Include the order number, photos, water parameters, and a brief description of the animal&apos;s condition so the team can review it quickly.

How long does Reef Guard protect corals and fish?

Standard coverage excludes carrier and weather delays; Reef Guard adds eligible delay and loss protection.

The standard livestock guarantee does not cover weather disruptions, carrier mechanical delays, or losses caused by an incorrect address. Top Shelf Aquatics will still review the circumstances and help when possible.
Reef Guard adds eligible coverage for weather delays, FedEx shipping delays, lost packages, and FedEx damage.
Need help? Contact our team as soon as possible with your order number and the email used at checkout. <a href="https://topshelfaquatics.com/pages/contact">Contact Top Shelf Aquatics</a>.

Does standard livestock coverage include a late or lost package?

Someone should receive and inspect livestock promptly when FedEx delivers it.

Yes. The buyer must arrange for prompt receipt and inspection of the livestock shipment. Being unavailable at delivery can void standard DOA coverage because temperature and time outside the insulated box can affect the animals.
Use the checkout calendar to choose an arrival date when someone can receive the package, and monitor FedEx tracking on delivery day.

Do I need to be present for my livestock delivery?

Standard DOA credit excludes shipping; Reef Guard adds re-shipping coverage for eligible claims.

Under the standard Alive Arrival Guarantee, replacement or store credit covers the approved livestock value, but shipping is not covered or refunded.
Reef Guard includes the cost to re-ship an approved eligible livestock resolution. Availability and the exact resolution are confirmed during claim review.

Does an approved livestock claim include re-shipping?

Online Hours:
Monday – Friday: 10 a.m. – 6 p.m.

407-677-REEF

topshelfaquatics

DOA Claims & Reef Guard

Do you guys sell freshwater livestock?

When will I receive my livestock order?

Do you offer Saturday delivery?

I purchased dry goods that qualify for free shipping, do I have to pay for shipping on my livestock order?

Do you have an “arrive alive guarantee”?

I paid for overnight shipping, why did my order not arrive overnight?

Is there a cut off time for same day shipping?

I ordered dry goods that qualify for TSA Xpress on Friday, Saturday or Sunday, will I receive them the next day?

Are your fish quarantined?

Are your inverts quarantined?

Frequently Asked Questions

Livestock

Aquarium Supplies

TSA Shipping Policy

Returns and Refunds

Livestock Corals

Live Sale

Alive Arrival Guarantee

Returns and Refunds for Supplies

Additional Notes for All Supplies Shipments & Returns

We do not accept

Shipping Damage

Manufacturer Defects & Warranties

Refund policy

How do I track my Top Shelf Aquatics order?

Can I change my shipping address after placing an order?

Can I add an item to an order I already placed?

Can Top Shelf Aquatics combine two separate orders?

Why did my order arrive in more than one shipment?

What happens if I entered the wrong address at checkout?

What information should I send when asking about an order?

Are shipping and delivery charges refundable?

Orders & Checkout

How much does livestock shipping cost?

How do I qualify for free overnight livestock shipping?

What days does Top Shelf Aquatics ship livestock?

How do I select or change my livestock delivery date?

Does Top Shelf Aquatics offer Saturday livestock delivery?

What time will my livestock order arrive?

Where does Top Shelf Aquatics ship livestock?

How are live corals, fish, and invertebrates packed?

Why do livestock and aquarium supplies ship separately?

What happens when weather or a carrier delay affects livestock?

Livestock Shipping

What are the free-shipping thresholds for aquarium supplies?

How long does it take aquarium supplies to ship?

Which carrier will deliver my aquarium supplies?

How do I start a return for aquarium supplies?

Which aquarium supplies are eligible for return?

What fees apply to a standard supply return?

How does Reef Guard change an eligible supply return?

Which products cannot be returned?

Can I return a product that was opened but never used?

Are Clearance, Blowout, Liquidation, and Open Box items final sale?

What should I do if a supply order arrives damaged?

Who handles a manufacturer defect or product warranty?

Can I cancel a special-order or drop-ship product?

Supply Shipping & Returns

How long does aquarium freight delivery take?

How should I inspect an aquarium freight delivery?

What should I do if an aquarium arrives damaged?

Can I cancel an aquarium after ordering it?

What fees apply if I miss or refuse a freight delivery?

Do aquariums and freight items qualify for free shipping?

Aquariums & Freight Delivery

What should I do first when a livestock shipment arrives?

How should I acclimate a new coral after shipping?

Should I dip or quarantine a new coral?

How should I acclimate a shipped saltwater fish?

Are Top Shelf Aquatics fish fully quarantined?

Are Top Shelf Aquatics invertebrates quarantined?

What do WYSIWYG and cut-to-order mean for corals?

Why was livestock removed from or refunded on my order?

Does Top Shelf Aquatics sell freshwater livestock?

Coral, Fish & Invertebrate Care

Where is the Top Shelf Aquatics retail store?

How does local pickup work?

Can I visit the Top Shelf Aquatics coral farm?

Local Store & Pickup

What happens if a price drops before my order ships?

Can I get a price adjustment after my order ships?

Which purchases are excluded from Price Drop Protection?

Can promotions, coupons, and discounts be combined?

Does Top Shelf Aquatics offer rain checks or promotional backorders?

What happens to rewards points after a cancellation, refund, or return?

Are gift cards and store credit refundable?

Rewards, Sales & Pricing

Can I cancel my order after placing it?

How can I cancel my order before it ships?

Can I pick up open box items locally?

What should I do if my order is missing an item?

What should I do if my item under warranty stops working?

What should I do if my order hasn't been shipped due to a delivery date not selected at checkout?

What should I do if my package is delivered to the wrong address?

Can I get a refund if my order does not arrive?

What should I do if my corals do not open after arrival?

Why did the price of the pumps change after my purchase?