Shipping, DOA Guarantee, and Refund Policy

Shipping, DOA Guarantee, and Refund Policy 🌍📦

International Shipping
We use Nacex for deliveries within Portugal and Spain, and UPS for other destinations, ensuring 24-hour delivery to major European locations. Please note that courier delays are not covered under the DOA guarantee unless optional insurance is added (details below). 🚚

Shipping Rates

  • Portugal: €5 to €22
  • Spain: €15 to €27.50
  • Zone 1: €29 to €79
  • Zone 2: €45 to €99
  • Zone 3: €100 to €200

The exact shipping rate for your country will be displayed at checkout.
Discounts: The shipping discount is automatically applied at checkout.
Dry Goods Shipping: For dry products, select the dry stock shipping rate.

Shipping Schedule
After placing your order, you can email us at info@freakincorals.com to select the desired shipping date. We ship on:

  • Mondays, Tuesdays, Wednesdays, and Thursdays.
  • Thursdays: Dry goods only.

DOA Guarantee (Dead on Arrival)
We guarantee the safe arrival of all live items within 24 hours of shipping. If a live item arrives in poor condition, you must:

  1. Contact us via email within 4 hours of delivery. 📧
  2. Provide detailed photos of the item inside and outside the bag, with a visible white background.

Important Conditions:

  • The maximum transit time covered is 24 hours.
  • The guarantee becomes void if you are unavailable to receive the package or if there are courier delays (unless optional insurance is purchased).
  • If we confirm the item was compromised due to shipping, a credit will be issued for a future purchase. Shipping costs are not covered under the DOA guarantee.

Optional Insurance for Live Animal Orders
For additional peace of mind, optional insurance can be purchased for live animal orders. This ensures that:

  • In the case of a delivery delay (except due to adverse weather conditions) or damage leading to the death of live items, the full value of the order will be credited for a future purchase of equal or greater value.
  • Shipping costs will also be refunded.

Optional coverage must be requested and paid for at the time of the order. Please contact us for more details or to add this service.

Reporting Damages to Live Animals and Products
If you receive a damaged order, please:

  1. Inspect the items and packaging immediately upon receipt.
  2. Email us at info@freakincorals.com within 24 hours with:
    • Order and tracking numbers.
    • Description of the damage.
    • Photos of the items and packaging, including damaged areas. 📸

WhatsApp may be used for quicker communication, but an email is required to activate any replacement or refund guarantee.
Contact WhatsApp: +351 912 091 111 📱

Refunds
If a refund is approved, it will be based on the purchase price of the specific item. Shipping costs are refunded only if all items in the order are refunded.

PayPal Payments
The shipping address must match the address registered with PayPal. Orders with mismatched addresses will be cancelled.

Freakincorals is committed to processing claims promptly and efficiently to ensure customer satisfaction. If you have any questions, feel free to contact us. 😊