7 DAY GUARANTEE

We can make this guarantee because we have every confidence that our live goods will thrive in your system if they are provided the proper saltwater environment including water chemistry, compatibility, and tank setup, all of which are the hobbyist’s responsibility. While we take extra steps to ensure the items you receive are the best you've ever experienced they are still live creatures and as with any live animal they are susceptible to disease or can even perish. If this occurs during the 7-day guarantee period we have setup an easy-to-follow process for you to receive a replacement.

If anything in your order does not survive within the guarantee period-- for reasons out of your control-- you will receive a replacement on your next order, if available or store credit if not.

Actions that void the 7 Day Guarantee

• If customer refuses package on delivery, or does not pick it up. Any charges that Pure salt water incurs as a result will be charged back to the customer. Under no circumstances please do not refuse a package or send it back to Pure salt water. Any remaining life of the animals will have no chance.
• No one present at time of delivery to sign and/or release the package.
• If the package was held at a DHL holding station and no one picks it up within 3 hours.
• Any DHL mishandle, mistake, or delay. We are not responsible for DHLs delays or mistakes. DHL also does not guarantee live goods, therefore, a claim opened with DHL will only yeild the price of shipping if even that. We can aid with claims with DHL however with our experience claims opened up by our customer usually have the best results..
• If the customer's tank is not a proper and established environment.
• It is asked in extreme weather conditions (below freezing or 90 F day time lows or highs) that your package is held at the closest DHL holding station. If this is ignored then the customer voids the extended live guarantee and only Arrive Alive guarantee will be granted if an issue comes into play.
• No pictures are received of the coral/fish in question within the guarantee period.

Any credit will be handled the following ways

• No debit to credit cards or cash back will be awarded.
• Credit amount will be minus the cost of shipping. Whether the customer paid for it or not.
• If the loss was due to DHL mistake (please see above list). Then only the price of shipping will be refunded.
• Your item will be replaced with another of the same species, or one similar on your next order.
• If a replacement cannot be provided, Pure salt water will give you an in-store credit for the value of the coral or fish that died.
• Any credit given will not apply to any min. order totals on your next purchase.
• Credit will not be given on losses to already credited items.