At CoralWave Shop, we understand that the health and vitality of your marine specimens are paramount. Just as we meticulously care for our aquacultured corals and reef-safe fish, we approach your satisfaction with the same dedication. Our Returns & Exchanges policy is designed with the reef-keeping community in mind, ensuring a transparent and straightforward process should any issues arise with your order.
Our Commitment to Your Satisfaction
We stand behind the quality of every specimen that leaves our facility. Each coral, fish, and invertebrate is carefully selected and acclimated to ensure it reaches your aquarium in optimal condition. However, we understand that sometimes returns or exchanges are necessary, and we’re here to make that process as smooth as possible.
Return & Exchange Eligibility
We accept returns and exchanges for items that meet the following criteria:
- Items must be returned within 15 days of receiving your order
- Products must be in their original, unopened condition
- Merchandise (such as Hats) must have original tags attached and be unworn
- A valid proof of purchase is required
Important: Non-Returnable Items
Due to the delicate nature of marine life and our commitment to animal welfare, the following items cannot be returned or exchanged:
- Live Marine Specimens: All aquacultured corals, coral colonies, coral frags, fish, and invertebrates
- Opened or Used Products: Any product that has been opened or used
- Personalized or Custom Items: Any merchandise that has been customized
We carefully monitor and document the condition of all live specimens before shipment. If you encounter issues with live arrivals, please contact us immediately at [email protected] for assistance.
The Return & Exchange Process
Follow these simple steps to initiate a return or exchange:
Email us at [email protected] within 15 days of receiving your order. Include your order number and details about the reason for return or exchange.
Our customer service team will review your request and provide a Return Authorization Number if eligible. Please do not ship any items without this authorization.
Securely package the items in their original packaging, including all tags and documentation. Include a copy of your return authorization email.
Ship your return to our business address:
CoralWave Shop
3750 Lowes Alley
Columbus, US 43215
We recommend using a trackable shipping service and retaining your shipping receipt.
Once we receive and inspect your return, we’ll process your refund or exchange within 3-5 business days.
Refund Timeline and Methods
We strive to process refunds as quickly as we ship our premium marine specimens:
- Processing Time: 3-5 business days after we receive your return
- Refund Method: Refunds are issued to your original payment method
- Credit Card/PayPal: 5-10 business days to appear on your statement
- Shipping Costs: Original shipping fees are non-refundable
Exchange Requests
For eligible items, we’re happy to process exchanges for different sizes or products of equal value. If the replacement item costs more, you’ll be charged the difference. For lower-priced items, we’ll refund the difference.
Return & Exchange Request Template
Use the following template when contacting us about a return or exchange:
Subject: Return/Exchange Request – Order #[Your Order Number]
Email Content:
Dear CoralWave Shop Team,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number]
Date Received: [Date You Received Order]
Items to Return/Exchange: [List items and quantities]
Reason for Return/Exchange: [Please provide details]
Preferred Resolution: [Refund/Exchange for specific item]
I have read and understand the Returns & Exchanges policy on your website.
Thank you for your assistance,
[Your Name] [Your Email Address] [Your Phone Number]International Returns
As we serve customers worldwide (excluding Asia and some remote areas), international returns follow the same process. However, customers are responsible for return shipping costs and any applicable customs fees.
Need Assistance?
Our dedicated customer service team is here to help with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 24 hours during business days.
At CoralWave Shop, your satisfaction is as important to us as the health of the marine life we curate. We’re committed to ensuring your experience with us reflects the same quality and care we put into every specimen we ship.