SHIPPING & GUARANTEES
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. Filled bags are then placed 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. We monitor the weather closely and take the necessary actions to provide your shipment with the proper packing temperature. 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. We do not require a signature for delivery but someone must be available at the time of delivery to receive livestock and to minimize exposure to the rain and/or extreme temperatures. 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.
SHIPPING PRICING:
| State | Overnight Shipping Cost | Free Shipping |
| New York & New Jersey | $9.99 | Spend $249 |
| PA/DE/CT/MD/VA/RI | $19.99 | Spend $249 |
| All Other States | $39.99 | Spend $249 |
*ALL ORDER CANCELLATIONS ARE SUBJECT TO A 10% CANCELLATION 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
*We ship out on Monday for Tuesday delivery, Wednesday for Thursday delivery, and Thursday for Friday delivery.
*We reserve the right the postpone shipments due to weather or FedEx service alerts.
*Credited or replacement orders do not ship for free, customer will owe shipping cost at the time of check out.
*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.
GUARANTEE:
14 Day Guarantee for inverts & corals – 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 may ask you to provide photos or videos 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 results in a loss may not be covered under the ACC guarantee. All losses will be handled in the form of a coupon code valued at the cost of the items lost – absolustely no refunds will be issued.
All fish are guaranteed for 5 Days. If your new fish do not survive the shipping process we must be notified within a 2-hour window of the FedEx delivery timestamp. Please be aware that all fish may appear weakened or lethargic upon arrival due to shipping stress. This will gradually subside over the course of 24-hours. All fish are covered by our Live Arrival Guarantee and from that point forward any fish losses will need to be reported to us via email within 5 days. Please include detailed pictures and a 30-second video of each side of the dead fish. These steps must be taken in order to receive a credit or replacement. All losses will be handled in the form of a coupon code valued at the cost of the items lost – absolustely no refunds will be issued.
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. All losses will be handled in the form of a coupon code valued at the cost of the items lost – absolustely no refunds will be issued.
*ALL ORDER CANCELLATIONS ARE SUBJECT TO A 10% CANCELLATION FEE.
*You will be required to submit a 30-second video clip and detailed pictures of any DOA/Guarantee claims before receiving credit or replacements
*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
*Guarantee beings on the DELIVERY date.
*Credited or replacement orders do not ship for free, customer will owe shipping cost at the time of check out.
*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.
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.
If you have any questions regarding acclimation, reef lighting, reef photography or any of our reef methodologies please email us.
SHOP WITH CONFIDENCE
Our guarantee is one of the many benefits of shopping with us.