Store Policy

⭐ Gem State Corals — Store Policies

Gem State Corals is committed to clear communication, fair policies, and the safe delivery of healthy corals.
Please read through our full policies before ordering.

🧊 1. Shipping Policy

We ship corals nationwide using overnight services.

Shipping Schedule

To protect livestock, we ship only on Tuesdays and Wednesdays.
Orders placed after Wednesday will ship the following week.

This avoids weekend delays and gives your coral the highest survival rate.

Shipping Rates

Idaho Reefers:

  • $25 Overnight Shipping anywhere in Idaho

  • Local porch pickup available in Caldwell, ID

Nationwide:

  • Free Overnight Shipping on coral orders $300+

  • $45 Overnight Shipping on orders under $300

     

Tracking

Tracking information is emailed/texted once your package is labeled and packed.

📦 2. How We Package Livestock

All coral orders are prepared with survival in mind:

  • Double-bagged to prevent leaks

  • Insulated shipping box with liners

  • Heat or ice packs based on weather

  • Labeled clearly

  • Packed to prevent crushing

  • Timed for safe arrival (Tue/Wed only)

Dry goods, equipment, and non-livestock items may ship separately.

🟩 3. Live Arrival Guarantee (DOA Policy)

Gem State Corals guarantees all corals will arrive alive.

If you experience a Dead on Arrival (DOA):

To qualify, you must:

  1. Contact us within 2 hours of delivery time

  2. Provide clear photos or video of the coral:

    • Still sealed in the original bag

    • Inside the shipping box

  3. Do not discard the coral, bag, or box until your claim is reviewed

  4. Be available for additional photos/video if needed

Approved DOA claims receive:

✔ Store credit for the coral cost (shipping is non-refundable)

Not covered:

  • Packages left outside or exposed to extreme temperatures

  • Missed delivery attempts

  • Incorrect or incomplete addresses

  • Orders opened or unbagged before contacting us

  • Dry goods, equipment, or non-livestock

🌈 4. 15-Day Color & Health Guarantee

We go beyond live arrival.

If your coral begins declining within 15 days of delivery, contact us with:

  • Photos/video

  • Recent tank parameters

  • Lighting information

If the issue is not related to tank conditions, aggression, parameter swings, or equipment failure, we will offer:

✔ Store credit
or
✔ A replacement on a future order

This guarantee does not apply to:

  • Tank crashes

  • Major parameter swings

  • Pest outbreaks

  • Moving tanks

  • Dips, treatments, or fragging done by customer

  • Livestock aggression (fish picking, coral warfare, etc.)

Our goal is fairness and support — not blaming reefers or leaving you stuck.

🏡 5. Local Porch Pickup (Caldwell, Idaho)

Pickup Address:
11065 Maroon Bells Drive, Caldwell, ID 83605

Pickup Rules:

  • We will confirm a pickup day & time window

  • Please arrive within your window

  • If running late, message us for adjustments

  • Corals are kept bagged, labeled, and temperature-controlled until pickup

  • DOA protection ends once corals leave our porch

  • The 15-Day Health Guarantee still applies

❄️ 6. Weather Holds

We reserve the right to delay shipment during unsafe conditions, including:

  • Extreme heat

  • Freezing temperatures

  • Winter storms

  • Carrier delays

We will contact you if a hold is necessary.

🔄 7. Order Changes & Cancellations

  • Orders canceled before shipping can be refunded minus a 10% restocking/processing fee

  • Orders cannot be canceled once packed, labeled, or shipped

  • Add-ons may be accepted up until shipping day if inventory is available

💳 8. Refunds, Store Credit & Returns

Livestock:

  • No returns on coral or live animals

  • DOA and approved health claims are issued as store credit only

  • Shipping fees are non-refundable

Dry Goods / Equipment:

  • Unopened items may be returned within 14 days

  • Customer pays return shipping

  • Refunds issued after inspection

🔬 9. Coral Care Responsibility

Once corals are in your care, you are responsible for:

  • Proper acclimation

  • Stable water chemistry

  • Adequate lighting & flow

  • Safe placement (no warfare, stings, falls, etc.)

We are always happy to help with care advice, troubleshooting, and placement recommendations.

🚫 10. Fraud Prevention

We reserve the right to refuse service to:

  • Abusive customers

  • Repeat DOA claim abusers

  • Customers who violate policy requirements

  • Fraudulent chargebacks

  • Shipping address manipulation or reship attempts

📞 11. Contact

Questions? Need help with an order?
Email or message us anytime — we’re here to help keep your reef thriving.