Shipping & DOA Policy
🚚 Live Arrival Guarantee
We guarantee live arrival of all marine life. Our specialized packaging and shipping methods ensure your corals and fish arrive healthy and thriving.
📦
Professional Packing
Insulated boxes with heat/cool packs
⚡
Overnight Delivery
Fast, reliable shipping nationwide
🛡️
DOA Protection
Full replacement or refund guarantee
📅 Shipping Schedule
Dispatch Days
- Monday - Thursday
- Friday - Sunday (No dispatch)
- Public Holidays (No dispatch)
Cut-off Times
- Order by 2:00 PM for next-day dispatch
- Weekend orders dispatch Monday
- Express orders by 12:00 PM
🗺️ Shipping Zones & Delivery Times
| Zone | Areas | Delivery Time | Shipping Cost |
|---|---|---|---|
| Zone 1 | Sydney, Melbourne, Brisbane, Perth, Adelaide | Next business day | $25 AUD |
| Zone 2 | Regional areas within 200km of capitals | 1-2 business days | $35 AUD |
| Zone 3 | Remote areas, NT, Tasmania | 2-3 business days | $45 AUD |
| Express | All zones (same-day dispatch) | Next business day | $65 AUD |
📦 Professional Packaging
Insulation & Temperature Control
- ✓High-density foam insulation (2-3 inches)
- ✓Heat packs for winter shipping
- ✓Cool packs for summer shipping
- ✓Temperature monitoring stickers
Water & Oxygen Management
- ✓Double-bagged with oxygen
- ✓Ammonia-neutralizing bags
- ✓Stress-reducing additives
- ✓Secure coral mounting
🛡️ Dead on Arrival (DOA) Policy
⚠️ Important: DOA Reporting Requirements
Time Requirements
- • Report within 2 hours of delivery
- • Take photos immediately
- • Keep packaging for inspection
Photo Requirements
- • Clear photos of deceased item
- • Include packaging in photos
- • Show temperature stickers
📧 How to Report DOA
- 1. Email: doa@tidalreef.com.au
- 2. Include order number
- 3. Attach clear photos
- 4. Describe condition
- 5. We'll respond within 2 hours
💰 Compensation
- • Full store credit for DOA items
- • Free replacement shipping
- • Priority processing
- • No questions asked policy
❌ What's Not Covered
- • Delayed reporting (>2 hours)
- • Poor acclimation practices
- • Incompatible tank mates
- • Equipment failure
📋 Special Shipping Instructions
For Your Safety & Ours
Before Ordering
- • Ensure someone is home for delivery
- • Have acclimation supplies ready
- • Check tank parameters are stable
- • Plan for immediate unpacking
Delivery Day
- • Unpack immediately upon arrival
- • Check temperature stickers
- • Follow acclimation guide
- • Report any issues quickly
📞 Need Help?
Shipping Questions
Email: shipping@tidalreef.com.au
Phone: (02) 9876 5432
Mon-Fri 9AM-5PM AEST
DOA Reports
Email: doa@tidalreef.com.au
Emergency: 0400 123 456
24/7 for urgent DOA issues