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Customer Care

At CoralZen, we want your reefing experience to be smooth, enjoyable, and stress-free. If you have any questions about your order, livestock, or our policies, please reach out to coralzen.inc@gmail.com
 

Shipping Policy

Shipping Schedule

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Orders ship every Wednesday.​

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To be included in that week’s shipment, orders must be placed and paid by Wednesday at 8:00 AM PST. Orders after this cutoff will ship the following Wednesday.


Shipping Notification

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You’ll receive a confirmation email with your FedEx tracking number as soon as your order ships.


Delivery Responsibility

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  • To ensure the best possible outcome for your livestock, we only guarantee orders that are picked up from your local FedEx Authorized Ship Center.

    • Why: Picking up your order prevents corals from sitting in a delivery truck all day, where heat, cold, or delays can impact their health. It also means you don’t need to wait at home for the driver.

  • Customers are responsible for selecting and confirming the correct FedEx Ship Center location during checkout.

  • Orders sent to home addresses are still shipped with care, but due to risks outside of our control (extended truck times, weather exposure, missed deliveries), we cannot guarantee livestock shipped directly to residences.


Transit Issues & Delays

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  • For Ship Center pickups, your order is covered under our DOA Policy (see below).

  • For residential deliveries, once your order is handed to FedEx, CoralZen cannot be held responsible for delays, missed deliveries, loss, or theft. FedEx assumes responsibility in these cases, though we will assist you with filing a claim if needed. Claims may take up to three weeks.

 

Weather Considerations​

Coral health comes first. If extreme weather at your location or ours poses a risk, we may delay shipment until conditions improve. You’ll be notified immediately if this happens.

Return & Exchange Policy

General Conditions

  • Due to the nature of live animals, all coral sales are final.

  • We cannot accept returns or exchanges once livestock has left our care.

  • Exceptions apply only where required under Canadian consumer protection laws.

 

Colour Accuracy​

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Coral colours may appear differently in your aquarium due to lighting and water conditions. Photos on our site are taken under controlled lighting to represent each coral as accurately as possible.

 

Care Responsibility​

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Once your coral arrives alive, its long-term health depends on your tank setup and acclimation process. Care is the buyer’s responsibility after delivery.

DOA (Dead On Arrival) Policy

In the rare event a coral arrives DOA, please let us know. We will assess your case and may offer a replacement or store credit if a comparable coral is not available. Shipping costs are excluded.

How to Report a DOA

  • Please notify us within 2 hours of receiving your order.

  • Email coralzen.inc@gmail.com with:

    • Your Order Number (to verify your purchase) and

    • At least 2 clear photos of the affected coral in its sealed bag.

 

Assessment & Possible Outcomes​​​​​

  • After review, we may offer a replacement for the affected coral (shipping at your expense).

  • If no comparable coral is available, store credit may be issued at our discretion.

  • Shipping costs are not refundable.

Exclusions​​

  • DOA coverage applies only to orders picked up from a FedEx Authorized Ship Center.

  • Claims are void if shipments are left unattended for more than 24 hours OR if the 2-hour post-unboxing window is missed.

  • Residential deliveries are not covered under the DOA policy.

  • For Ship Center pickups, DOA coverage still applies even if the package is delayed by the carrier, provided it is picked up the same day it arrives.

  • Livestock is not guaranteed if an incorrect shipping address or phone number is provided.

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