Frequently Asked Questions

We guarantee live arrival on all shipped coral. If a coral arrives DOA (dead on arrival), email us within 2 hours of delivery at support@hideawayreef.com. Claims submitted after that are not eligible.

What to send

• Clear photos of the coral in the sealed bag, before you open it
• Photos of the coral out of the bag
• Your order details

What you’ll receive

Approved claims are resolved with store credit for the coral value only. Shipping costs are non-refundable.

Requirements

• Someone must be available to receive the package on the first delivery attempt
• The coral must be photographed in the sealed bag before being removed

Not covered

• Carrier delays or missed deliveries
• Incorrect shipping information provided at checkout
• Packages left outside after delivery
• Losses due to tank conditions after arrival

If there is ever an issue, please reach out right away. We’re here to help.

Due to the sensitive nature of live coral, we do not accept returns once an order has been delivered or picked up.

If there is an issue with your order upon arrival, please contact us immediately so we can review the situation and assist under our arrive alive guarantee.

Shipping rates vary based on your zip code and shipping zones with UPS. Because we ship with overnight delivery, carrier costs increase with longer distances. Orders over $350 ship free.

While rare, carrier delays can happen. Because we ship live coral, delays are outside of our control and are not covered under our arrive alive guarantee. We do our best to monitor weather and shipping conditions to reduce this risk.

Orders ship Monday through Wednesday to avoid possible weekend delays. Orders placed after Wednesday will be scheduled to ship the following week. Orders placed Mon-Wed before 2pm can normally be shipped the same day. We may hold shipments during extreme weather to protect the coral.

UPS Overnight.

Yes. If you place multiple orders, please contact us so we can combine orders and ensure correct shipping charges.

Contact us as soon as possible. If your order hasn’t shipped yet, we can usually make changes or cancel it. Once an order has shipped, it can’t be changed or canceled. Pickup orders are handled differently, so see the restocking fee question under Pickup & Visits.

We currently ship within the continental United States. We do not ship to Alaska, Hawaii, or internationally.

Yes. We offer in-person and virtual shopping visits by appointment in Gainesville, VA. We’ll look through available coral together and help you find pieces that fit your tank.

Book an appointment →

Yes. Place your order, and we’ll contact you to arrange a pickup time that works for you. You don’t need to use the appointment calendar for pickups.

Yes. Pickup orders are paid online. If a pickup order is canceled after it’s placed, or isn’t picked up, a 20% restocking fee applies. The fee is deducted from your refund.

We do our best to represent each piece accurately. Corals are photographed under lighting that highlights fluorescence, and appearance can vary depending on your tank lighting, water parameters, and placement.

Photos are typically taken under a mix of reef lighting, often including whiter spectrum lighting for more accurate color representation. Some images may appear more blue depending on the lighting used.

Some corals are more beginner friendly than others. If you’re unsure, feel free to reach out and we’ll help you choose something that fits your experience level.

Not at this time. If you have something you think we’d be interested in, send us a message with photos and we’ll let you know.