Return Policy & Biological Transit Guarantee

Effective Date: April 30, 2026 (2026-04-30)

Last Updated: April 30, 2026

This Return Policy is issued by ARC Reef (Atlantic Reef Conservation), operating as Atlantic Reef Conservation LLC (“ARC Reef,” “we,” “us,” or “our”), and is incorporated by reference into our Terms of Service. As a federally licensed biological research facility and aquaculture farm, ARC Reef adheres to strict logistical protocols to ensure the viability of our marine products. Because our catalog is limited exclusively to our own proprietary biological spores, supplements, heavy aquascaping infrastructure, and custom research payloads, our return parameters are categorized strictly by product type and use case.

This policy applies to orders shipped within the United States. ARC Reef ships exclusively within the United States and does not accept international orders or returns from international destinations.

1. Biological Transit Guarantee (D.O.A. Protection)

We guarantee that all live biological products (including Coralline Algae spores, nitrifying bacteria, and live aquaculture isolates) will arrive viable. Due to the sensitive nature of living organisms, this guarantee is subject to a strict reporting window.

  • The 24-Hour Reporting Window: You must contact ARC Reef within 24 hours of the carrier’s timestamped delivery to report a Dead on Arrival (D.O.A.) or compromised biological payload. The window begins at the carrier’s confirmed delivery timestamp, regardless of whether the package was received in person.
  • Saturday & Holiday Deliveries: For deliveries received on Saturdays, Sundays, or federal holidays when our customer service team is unavailable, the 24-hour window is extended to the close of business on the next available business day to account for our limited weekend support hours.
  • Verification Requirements: Claims must be accompanied by clear, high-resolution photographs of the product, the original packaging (showing carrier label and condition), and any visible signs of compromise (heat damage, freezing, crushed packaging, etc.). We do not require a physical receipt; we authenticate all purchases internally via your name, email, or order number.
  • Resolution Options: Validated D.O.A. claims will be resolved at the discretion of ARC Reef through one of the following:
    • Full replacement shipment at no cost to the customer
    • Full refund to the original method of payment
  • Free Return Shipping: ARC Reef covers all return shipping costs for validated D.O.A. claims. Customers will receive prepaid return shipping labels when applicable.
  • Exclusions: Claims submitted outside the 24-hour window (or extended weekend window) will not be honored. Claims missing photographic verification cannot be processed. Damage caused by customer mishandling, improper acclimation, or failure to follow shipped acclimation protocols is not covered under this guarantee.

2. 100% Unconditional Lifetime Warranty (Coralline Algae Results Guarantee)

We stand behind the long-term efficacy of our coralline algae aquaculture without any time limit on the original purchase date. We routinely honor warranty claims on orders placed many years prior — including a recent claim honored for an order placed nine years ago. We guarantee that when dosed correctly according to our published protocols, ARC Reef Coralline Algae products will successfully seed your marine aquarium for the operational lifetime of the original receiving system.

  • Scope of Lifetime Coverage: This warranty covers the seeding viability of coralline algae products against propagation failure caused by ARC Reef’s product. It does not cover failure caused by tank chemistry, livestock incompatibility, or environmental conditions outside published parameter ranges.
  • Parameter Verification: Coralline algae requires specific water chemistry to calcify and propagate. If you do not see results, we may require a verified water sample or a detailed log of your current parameters (Alkalinity, Calcium, Magnesium, pH, Salinity, and Phosphates) to diagnose the environmental constraint. ARC Reef will provide consultation guidance to bring your tank into the proper range before invoking warranty replacement.
  • Resolution: If your tank parameters are within the published acceptable ranges for coralline growth and the product fails to seed despite correct dosing, ARC Reef will provide a replacement product or full refund at our discretion, with no time limit on the original purchase date.
  • Return Shipping on Lifetime Claims: For Lifetime Warranty replacements, the customer is responsible for return shipping costs of the original product if a return is requested. ARC Reef covers outbound shipping for the replacement product.
  • Verification of Original Purchase: Lifetime claims require verification of the original ARC Reef purchase. We retain order records indefinitely (see Privacy Policy) and can authenticate purchases via name, email, or order number from any prior date.

3. Standard 30-Day Returns (Dry Goods & Equipment)

For non-biological items, including Reef Stacker dry rock kits, acrylic rods, and other aquascaping infrastructure, our standard return window is 30 days from the date of delivery (not the date of purchase).

  • Eligibility: To be eligible for a return, the item must be entirely unused, never submerged or introduced to an aquarium environment, and in the same condition that you received it. Original packaging is preferred but not required.
  • Exclusions: We do not accept returns on dry rock that has been glued, drilled, sanded, painted, altered in any way, or placed into water (including saltwater curing, freshwater rinsing, or RO/DI submersion).
  • Sale & Discount Items: The 30-day return policy applies to dry goods purchased on sale or at a discount, with no additional restrictions.
  • No Restocking Fee: ARC Reef does not charge a restocking fee on standard 30-day returns of dry goods.
  • Refund Issuance Timeline: Once your return is received and inspected at our facility, ARC Reef issues approved refunds immediately (or within 24 hours for claims requiring email coordination) back to the original method of payment. Following our issuance, the total processing time for funds to physically post to your account typically takes 2 to 10 business days, depending entirely on your bank or credit card merchant’s internal processing speeds. ARC Reef cannot accelerate or guarantee timing for the bank-side processing window.

4. Damaged on Arrival (Non-Biological)

If a non-biological product (Reef Stacker, acrylic rods, or other dry equipment) arrives physically damaged due to carrier mishandling — distinct from biological D.O.A. claims — please follow this protocol:

  • The 24-Hour Reporting Window: Contact ARC Reef within 24 hours of delivery to report carrier damage
  • Free Replacement: Validated damage claims qualify for free replacement at no cost to the customer, including return shipping coverage where applicable
  • Documentation: Provide photographs of the damaged product and the shipping packaging
  • Retain Packaging: Retain all original packaging for potential carrier inspection
  • Carrier Coordination: ARC Reef will coordinate replacement and may file a carrier insurance claim on your behalf

5. Return Shipping Logistics

Return shipping responsibility varies by claim type:

  • D.O.A. Claims (Section 1): ARC Reef covers all return shipping costs.
  • Damage Claims (Section 4): ARC Reef covers all return shipping costs.
  • Lifetime Warranty Claims (Section 2): Customer is responsible for return shipping costs of the original product if a return is requested. ARC Reef covers outbound shipping for the replacement.
  • 30-Day Standard Returns (Section 3): Customer is responsible for all return shipping costs.

For customer-paid return shipping:

  • Outbound Shipping: Original outbound shipping costs are non-refundable on 30-day standard returns. If you receive a refund, the cost of the original outbound shipping will be deducted from your total refund.
  • Trackable Service Recommended: Due to the significant weight and freight classifications of dry rock and aquascaping infrastructure, we strongly advise using a trackable freight or shipping service and purchasing shipping insurance. We do not guarantee receipt of returned items shipped without tracking.
  • Return Address: Return shipping addresses are provided only after a Return Authorization has been issued (see Section 7). Do not ship returns to our retail address without authorization.

6. Institutional Research & Custom Biological Orders

ARC Reef supplies specialized biological specimens, single-species isolates, larval settlement substrates, and custom physical infrastructure to universities, government agencies, and independent laboratories. These products are custom-engineered for specific research parameters and are subject to specialized containment rules.

  • Bio-Security & EEZ Compliance: Products formulated for coral larval settlement studies must adhere to strict native-only containment and cross-species isolation protocols. This ensures that no non-native organisms or foreign bacterial strains are ever introduced into state waters or the Exclusive Economic Zone (EEZ), in compliance with U.S. Lacey Act provisions and Florida Fish and Wildlife Conservation Commission regulations.
  • Return Exclusion: To maintain the absolute bio-security of our master aquaculture systems and comply with environmental isolation policies, all customized research specimens, single-species products, and custom payloads are strictly non-returnable once delivered.
  • Acceptance Acknowledgment: By accepting delivery of a custom institutional payload, the receiving institution acknowledges and accepts the non-returnable status of the order, the disposal obligations described in our Terms of Service, and full institutional responsibility for proper handling.
  • Defective Product Exception: If an institutional payload arrives defective (D.O.A. or contaminated), Section 1 protocols apply with extended verification timelines coordinated through our laboratory operations team.
  • Discretionary Exceptions: Any further deviation from this policy requires explicit, prior written authorization from ARC Reef laboratory directors before any payload is introduced into the return shipping network. Unauthorized returns of biological materials will not be accepted and may be destroyed at the institution’s expense.

7. Claim Execution Protocol

To initiate a return, a Biological Transit claim, a Lifetime Warranty claim, or a damage claim, please contact our support team directly. Do not ship products back to our facility without prior Return Authorization. Unauthorized returns may be refused or held without refund.

  • Email: info@arcreef.com (subject line: “Return Authorization Request”)
  • Phone: +1 (800) 268-7625
  • Required Data: Include your order number or purchasing name, the date of delivery, the type of claim (D.O.A. / Lifetime Warranty / 30-day return / damage), and photographic evidence where applicable
  • Response Timeline: ARC Reef will respond to all claim requests within 1 business day during operating hours (Monday–Friday, 10am–6pm EST). Weekend and holiday inquiries will be addressed the next business day.

8. Policy Changes

ARC Reef reserves the right to update this Return Policy at any time. Material changes will be communicated by updating the “Last Updated” date at the top of this page. Your continued use of our Service following changes constitutes acceptance of the updated policy. The version of this policy in effect at the time of your purchase governs that order.

9. Related Policies

This Return Policy operates in conjunction with:

10. Contact & Legal Entity Information

  • Legal Entity: Atlantic Reef Conservation LLC
  • Returns Coordination: info@arcreef.com
  • Phone: +1 (800) 268-7625
  • Mailing Address: 1521 Alton Rd. #138, Miami Beach, FL 33139, United States