Transport damage? What now?
I offer a live arrival guarantee, simply because of the legal basis that I, as a trader, have to ensure that the goods shipped reach the customer undamaged. Incidentally, this applies to all online retailers. It means that you will be refunded the money for a coral that has been damaged in transit. In order for me to initiate the refund, however, it must be clear to me that the animal has perished due to damage that occurred during transportation.
To do this, it is necessary to remove the coral from the transport box immediately after arrival and inspect it. If the animals remain in the transport box for longer and it is equipped with heat packs in winter, for example, the animals may overheat. In this case, the live animal guarantee does not apply. So please unpack the animals immediately and take a look at the corals. If you notice any damage to the animal, please take a photo of the affected coral in the unopened transport box and send it to me no later than two hours after the shipment arrives.
Coral dead on arrival
If you take the cup out of the transport box and the coral already has no more tissue on the skeleton, the case is clear. Please take a photo of the affected animal while it is in the transport cup and send it to me by email or Facebook. Then I can claim the damage immediately.
Cloudy water
If the coral has been under too much stress or has run out of air, it will release its zooxanelles into the water. This can be recognized by the fact that the water is cloudy and the coral appears very pale or blotchy. If this is the case, you may be lucky and the animal will come back to life in the next few days, or unfortunately not. In this case, I would ask you to take a photo of the animal in the transport container, showing the turbidity and condition of the coral. Then place the coral in the tank in a place with slightly weaker light. If the coral comes back to life within the next few days, it has done well again. If it dies, please send me a photo of the dead offshoot and you will be reimbursed for the loss.
Cold damage
Some damage - caused by hypothermia, for example - only becomes apparent within the next few days after arrival. If an Acropora has suffered cold damage, it may initially look great and open, but within the next day the tissue will detach in shreds. This usually happens when the polyps are fully colored and open. If you suspect that the transport water is too cool, please measure the temperature and let me know. If it is below 18°C and the coral dissolves within the next few days as described, you will of course be refunded the purchase price.
