Neo’s Reef Guarantees that all corals should arrive alive. If a DOA occurs, please make contact with us within 2 hours or package arrival. You must send images of the item in shipping bag. Credit will not be provided if the requirements are not fulfilled in the 2 hour time span. Refunds and/or returns are not offered. Credit will be applied towards the next order. We do not offer refunds or credit towards shipping. If the package isn’t received on its first attempt, the package will not be covered under our DOA policy.