Coast Gem USA Cancellation, Refund & Live Arrival Policy

At Coast Gem USA, we take pride in the health and quality of the fish, shrimp, and plants we ship. Live livestock requires special preparation and care. Please review this policy before placing your order.

Order Cancellations

• Within 12 hours of purchase: You may request cancellation for a full refund with no cancellation fee, provided your shipment has not already been prepared or dispatched.

• After 12 hours: Orders are considered final. If we approve a cancellation, a 15% restocking fee will be deducted from the refund.

• Once your shipment has been prepared or dispatched: Cancellation is no longer available.

To request cancellation, email contact@coastgemusa.com with your full name and order number. Sending a request does not confirm cancellation; our team will confirm its status.

Live Arrival Guarantee

Our Live Arrival Guarantee covers livestock shipped using our recommended overnight or 2-day air shipping services, subject to the requirements below. Ground shipping is not covered.

Please arrange for someone to receive your package on the first delivery attempt and bring it indoors promptly. Losses caused by a missed delivery or exposure from leaving the package unattended are not covered.

Extreme temperatures may require us to postpone shipment. If temperatures above 95°F or below 25°F at the origin or destination affect guarantee eligibility, we will notify you before shipping.

The six-hour claim window is a reporting deadline—not permission to leave livestock outside for six hours.

DOA and Wrong Fish Claims

Submit your claim and required evidence within six (6) hours of the delivery time recorded by the carrier. The window begins when the carrier marks the package delivered, not when you open it.

To submit a claim:

1. Take clear photos or a short video of the deceased or incorrect livestock inside its original, unopened shipping bag. The livestock and bag label must be visible.

2. Email DOA@coastgemusa.com with the evidence attached, a description of the issue, your full name, order number, and phone number.

3. Keep the shipping label and packaging until we confirm whether additional evidence is needed. Do not return livestock unless we provide instructions.

Do not open the affected bag before documenting the issue. Claims submitted after six hours or without the required unopened-bag evidence are not eligible under this guarantee.

Review and Resolution

DOA and wrong fish claims are reviewed Friday through Sunday only. A timely, complete submission remains eligible for review even if our response occurs after the six-hour window.

For approved DOA claims, we issue store credit for the amount paid for the affected livestock. Wrong fish claims are reviewed against your order and submitted evidence, and we will contact you with the resolution.

Shipping and packaging charges are nonrefundable under the Live Arrival Guarantee. The buyer is responsible for shipping charges for replacement livestock.

If you have not received a response by the end of the next Friday–Sunday review period following submission, call 619-856-4603 and leave your name and order number.

Items Not Shipped Due to Health Concerns

We inspect livestock before shipment. If an animal cannot be shipped because of a health concern:

• The remaining healthy items will ship without waiting for the affected animal.

• The full amount paid for the unshipped animal will be refunded to your original payment method.

• We will notify you by email before shipping your order.

Post-Arrival Health and Losses

Our Live Arrival Guarantee covers livestock that arrives deceased. It does not cover deaths or illnesses occurring after live arrival, including during acclimation or after introduction into your aquarium.

Losses caused by unsuitable water conditions, incompatible tank mates, improper acclimation, or disease introduced from other sources are not covered.

Follow the species-specific acclimation and care instructions provided for your livestock. If an animal arrives alive but appears injured or unwell, document its condition and contact us promptly.

Refunds and Store Credit

• Approved refunds are issued to the original payment method. Please allow up to 7 business days for processing and posting; your payment provider may require additional time.

• Store credit is issued once the claim is approved and does not expire.

• A 15% restocking fee applies to discretionary cancellations approved after the 12-hour cancellation window.

This policy applies to purchases made directly from Coast Gem USA. Nothing in this policy limits rights or remedies available under applicable law.