SHIPPING & GUARANTEE
OUR MISSION:
ACC has been importing and selling exotic fish and coral for over 20 years. Every aquatic specialist at our facility is fully trained to handle all forms of aquarium life and also is well versed on our packaging and shipping protocols implemented to ensure live and safe delivery of the specimens ordered. We stand behind 100% of our products and strive for perfection.
HOW WE DO IT:
Live animals will be placed in 2 (double bagged) appropriately sized 3 mil bags- at our discretion, frags may be sent out in a standard specimen cup. Either option of shipping medium will be filled with a portion of saltwater specific to the size and kind of item being shipped. The bags are then put inside another liner bag and sealed. The live animals are then added to a double insulated box with a burst strength of 300 lbs for ultimate protection. Heat or ice packs are added when needed to maintain the proper temperature, depending on the weather forecast in your region. Prior to any items being shipped we always check weather updates. If weather alerts have been posted for your region we WILL postpone shipment to a later agreed upon date.
SHIPPING:
All orders are shipped via FedEx Priority Overnight® . Once your order ships you will receive an e-mail containing your FedEx tracking number. Someone must be available at the time of delivery to receive livestock and to minimize exposure to the rain and/or extreme temperatures. We recommend you hold your package at the FedEx facility if possible, this is the best method for the animals by minimizing additional exposure to the elements. We remain as flexible as possible in regards to arranging shipments according to your schedule – please be aware that orders need to be opened and unpacked immediately upon arrival.
We do not ship anything live unannounced or unscheduled. You will receive a tracking number the day before your shipment arrival. Upon request, we can hold all orders for a maximum of one week. ACC does not require a signature for shipments however we insist that you open and begin acclimation as soon as the package arrives to minimize stress.
ALL ORDER CANCELLATIONS ARE SUBJECT TO A 10% CANCELLATION FEE.
*We ship out on Monday for Tuesday delivery, Tuesday for Wednesday delivery, and Wednesday for Thursday delivery only.
*We reserve the right the postpone shipments due to weather or FedEx service alerts.
*All wholesale orders will be charged according to their order’s weight.
*ACC does not require a signature for shipments however we insist that you open and begin acclimation as soon as the package arrives to minimize stress.
*Absolutely no refunds – credits or replacements will be issued.
*No guarantee on Free Items or Replaced/Credited Items
SHIPPING PRICING:
New Jersey / NYC / Long Island Overnight Livestock Shipping only $9.99, Free when spending $99 or More
New York State/PA/DE/CT/MD/VA/RI Overnight Livestock Shipping is only $20
Shipping outside of NJ/NY/PA/DE/CT/MD/VA/RI is $39.99
GUARANTEE:
14 Day Guarantee – If for some reason an individual item (or the entire order) does not survive the trip, you will receive a credit towards the value of that order or the exact replacement piece or pieces which is valid for one year. If your new animal does not survive our 14 day Guarantee you must notify us via email (listed below). We must be notified of DOA items within 2 hours of delivery time recorded by FedEx. We may ask you to provide photos of these items, so do not throw anything away. There are absolutely no refunds given on any shipping charges. We are not responsible for errors in acclimation, general care (water chemistry, livestock compatibility, lighting/water flow requirements, etc) and all purchases assume the customer has intermediate to advanced reef keeping experience. FedEx delays due to weather or mechanical failure which result in a loss may not be covered under the ACC guarantee.
Live Arrival Guarantee – Certain sensitive species are void of the 14-day guarantee and subject to a live arrival guarantee only. We must be notified of DOA items within 2 hours of delivery time recorded by FedEx. We may ask you to provide photos of these items, so do not throw anything away. There are absolutely no refunds given, all credits will be handled in the form of a coupon code valued at the credit cost, or a direct replacement will be issued. Please see the product’s description for more information on what guarantee your item is covered by.
*Cancelled orders have a 10% restocking fee.
*Absolutely no refunds – credits or replacements will be issued.
*No guarantee on Free Items or Replaced/Credited Items
*Charge-backs without contacting us first via email are illegal and violators will be prosecuted to the fullest extent of the law
*Frags and colonies will either be issued a replacement or credit for the amount paid
*14 Day Guarantee beings on the DELIVERY date.
*ACC is not responsible for delays due to weather or carrier mishandling.
*ACC assumes that each customer has intermediate to advanced reef keeping skills.
*If you are unsure of the care or requirements of an item please do not hesitate to email us.
SHOP WITH CONFIDENCE
Our guarantee is one of the many benefits of shopping with us.
If you have an issue within 14 days of receiving your order please contact:
ACCLIVE@AquariumCareCenter.com
Please be prepared to be asked to provide a picture of the item of topic as well as a picture of your aquarium.
ACCLIMATION
All livestock should be temperature acclimated by floating the newly arrived bags in your aquarium AS SOON AS THEY ARE DELIVERED. After temperature acclimating your new order we suggest drip acclimating ALL items. Our corals are housed in over 8 different systems in our facility and some items may come from different systems and would need to be acclimated separately. We will leave a note on the packing slip if this is something that you need to be aware of. We recommend a slow but steady flow of about 5 drips per second into the acclimation container. As the water level increases in the container, water should be removed as to dilute the water the items were shipped in and to slowly blend your aquarium water into the container. After 1 hour the items can now be dipped (if applicable) and added to your aquarium.
All photosynthetic species should be slowly acclimated to your aquarium’s lighting environment.
ACC TRUE COLOR GUARANTEE
All corals are photographed under Ecotech XR30 G4 PRO LED lights. We provide an image of each piece under actinic lighting as well as day lighting. All images are minimally processed with the intention of only providing an image of a specimen that would match what would be seen by the naked eye, under the same or similar lighting conditions.
To continue to Revolutionize Your Aquarium Experience, we have set forth a standard of lighting presets to be used for our coral photography. We have also implemented a protocol for our image processing and editing, to be shared with you- in order to ensure customer satisfaction and continued trust. We are so adamant that the corals photographed and listed by us are true to the color shown in their images, we will guarantee their color 110% if you are not satisfied. An industry first!
Color disputes must be discussed with us within 24 hours of delivery. Store credit will be issued.
LIGHTING PRESETS FOR ACTINIC PHOTOGRAPHY:
- Deep Blue – 100%
- Blue – 100%
- Cool White – 0%
- Warm White – 0%
- Green – 0%
- Red – 0%
- UV – 0%
- Violet – 0%
LIGHTING PRESETS FOR DAY LIGHT PHOTOGRAPHY:
- Deep Blue – 100%
- Blue – 100%
- Cool White – 25%
- Warm White – 0%
- Green – 0%
- Red – 0%
- UV – 0%
- Violet – 0%
If you have any questions regarding acclimation, reef lighting, reef photography or any of our reef methodologies please email us.
ACCLIVE@AquariumCareCenter.com
