Help & FAQs

We completely get it, we change our minds too!

Cancellations and Changes can be processed only under the conditions that the order has not been shipped/scanned by the shipping courier.

Please note that any changes made to your order may delay your shipment as to consider time needed for repacking or lack in availability of immediate stock.

Due to the nature that we are selling Live Animals, once the package has been shipped or the shipping label has been scanned - No cancellations, changes, returns or refunds will be honored.

If you would like to cancel or make a change to your order - simply reply directly from your Order Confirmation Email and let us know your request. A representative will get back to you as soon as possible with confirmation and next steps!

Yes!

Orders placed one day before your schedule shipping date can be added to an existing order to be sent along in the same package and avoid additional shipping fees.

To do so, please select "Add to existing order" during checkout.

We want to speak to you too! Contact us with any questions, concerns, or feedback. We will be sure to get back to you as soon as possible. However, please note that inquiries sent on Fridays will receive a reply the following Monday, but possibly sooner.

If you need immediate assistance - please try giving us a call during our operating hours:

(718) 888-0902

All live items are shipped FedEx Priority Overnight Monday, Wednesday and Thursday and usually arrive 10:30am EST.

Most orders placed by 1pm EST are usually shipped out same day but subject to availability/weather/holiday delays.

Shipping is a Flat Fee of $45.00

Certain remote areas are delivered later in the day. We use specific packing means necessary to ensure the safe arrival of your livestock.
In the unlikely event of a DOA (Dead on Arrival), you must submit a DOA Request within 2 hours of delivery (FedEx posted time).

Once we receive the request we will issue a replacement or store credit.
The store credit does not include the cost of shipping. We do not offer refunds on livestock or shipping.
New York Reef Aquatic is not held responsible for mechanical or weather delays that may cause your FedEx shipment to arrive late and/or if the incorrect address was provided by the buyer.

We currently ship to the United States only.

We operate 24/7 but only ship on Monday, Wednesday and Thursday. All orders are shiped via FEDEX OVERNIGHT and arrive the next day.

Most orders placed before 1pm are packaged and shipped the same day subject to availability/weather/holiday related delays.

Should your order require more time - we will notify you via email with dates to select from to ensure you are home to receive your package!

All DOA claims that meet the requirements can be submitted by replying directly from your Order Confirmation email.

Should the item(s) upon receipt meet DOA terms - please visit our RETURNS and D.O.A Policy for more information on how to submit a claim.

Please provide the requested information and read through the terms and conditions of a DOA claim to ensure it is valid to submit.

RETURNS & D.O.A POLICY

Refunds are processed within 7 business days from when a representative from New York Reef Aquatic confirms that the transaction has been canceled.

Please note that this is dependent on your bank processing terms and can be sooner or later than stated. To confirm when your funds have returned to you - please reach out to your bank for details once we have confirmed the cancellation.