Shipping, DOA Guarantee, Refund & Return Policy

Shipping, DOA Guarantee, Returns, and Refund Policy 🌍📦

At Freakincorals, we are dedicated to providing the best customer experience, whether you're purchasing live items or dry goods. Here's everything you need to know:

Shipping Details 🚚

International Shipping:
We ship using Nacex for Portugal and Spain and UPS for other international destinations. Deliveries to major European locations are typically completed within 24 hours. 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 cost for your location will be calculated during checkout.

Discounts:
Shipping discounts are automatically applied at checkout.

Dry Goods Shipping:
For dry products, choose the dry stock shipping rate during checkout.

Shipping Schedule:
We ship orders on Mondays, Tuesdays, Wednesdays, and Thursdays.
Thursdays: Only dry goods are shipped.
You can email us at info@freakincorals.com to confirm or adjust your shipping date.

DOA Guarantee (Dead on Arrival) 🐠

We guarantee the safe arrival of all live items within 24 hours of shipping. If a live item arrives compromised:

  • Contact us at info@freakincorals.com within 4 hours of delivery. 📧

  • Include 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 is void if you are unavailable to receive the package or if courier delays occur (unless optional insurance is purchased).

  • If we confirm the issue was due to shipping, a credit will be issued for future purchases. Shipping costs are not covered under the DOA guarantee.

Optional Insurance for Live Animals:
For added peace of mind, optional insurance can be purchased to cover:

  • Delivery delays (except due to adverse weather)

  • Damage or death of live items

This insurance credits the full value of the order for a future purchase and refunds shipping costs. To add this service, contact us when placing your order.

Reporting Damages 📸

If your order arrives damaged:

  • Inspect the items and packaging immediately.

  • Email info@freakincorals.com within 24 hours with:

    • Order and tracking numbers

    • A description of the damage

    • Photos of the items and packaging, including damaged areas

WhatsApp support: +351 912 091 111 is available for quick communication, but an email is required to activate any replacement or refund guarantee.

Returns and Refunds 💰

Non-Live (Dry Goods) Returns:

  • Dry goods can be returned within 30 days of receipt.

  • Items must be unused, in their original packaging, and in 100% resalable condition.

  • Return shipping costs are the customer’s responsibility unless the return is due to our error.

  • Refunds will be processed only after the returned product arrives safely at our shop and is verified to be in perfect condition.

Live Items:

  • Due to their nature, live items are non-returnable.

⚠️ CTO Corals (Cut to Order):
All online purchases of CTO corals are non-cancellable. These corals are specially cut for your order, and cancellation is not possible once the order is placed.

⏱️ Live Order Payment Policy:
All orders containing live animals must be paid within 24 hours of placement.
If payment is not received within this timeframe, the order will be automatically canceled.

Order Cancellations:

  • For orders paid through automated payment platforms, a 2.5% commission fee will be deducted from the refund.

  • This fee is charged by payment service providers and is non-refundable unless the cancellation is due to stock unavailability on our end.

Refund Process:
If approved, refunds will be based on the purchase price of the specific item.
Shipping costs are refunded only if the entire order is refunded.
➡️ Important: The refunded amount will always correspond to the net amount received by Freakincorals, after deduction of fees from payment or insurance platforms (such as PayPal, Visa, etc.). We do not refund service fees charged to us by third parties.

PayPal Payments:
Ensure the shipping address matches the address registered with PayPal. Orders with mismatched addresses will be canceled.

We’re here to help! If you have any questions, don’t hesitate to reach out. 😊
📧 Email: info@freakincorals.com
📱 WhatsApp: +351 912 091 111