Frequently Asked Questions

Below you’ll find answers to common questions about our ordering process, payments, shipping, and more. We aim to provide clear information so you know exactly what to expect when ordering live fish and corals from us.

How do I place an order?
You can place an order by reaching out to us – the simplest way is via WhatsApp or our website contact form. Provide details of the fish or coral you want (species, size, etc.), along with your name and location. We will confirm availability and pricing, then request a small deposit to begin sourcing your item. Once we receive your deposit, we’ll start the search and keep you updated on the progress.

What information do I need to provide when ordering?

When ordering, please have the following information ready:

• Your Contact Details: Full name, email address, and phone number (so we can reach you with updates or questions).
• Shipping Address: The address where you want the fish or coral delivered, including any special delivery instructions.
• Order Details: The specific fish or coral species you’re looking for (including quantity or size preferences), and any budget or special requirements you have.
  Providing these details upfront helps us find the exact marine life you want and arrange delivery smoothly.

Why do I need to pay a deposit?
We require a deposit to start the sourcing process for your requested fish or coral. This deposit shows your commitment and allows us to reserve or obtain the livestock specifically for you. It also helps cover part of the cost in case an order is canceled. Importantly, the deposit is not an extra fee – it will be deducted from your final price when you complete the purchase. (If, for some reason, we cannot source your requested item, we will refund your deposit.)

Is the deposit refundable if I cancel my order?

In general, deposits are non-refundable if you decide to cancel the order. This is because we often begin work right away to find and hold your requested fish or coral. However, if we have not started sourcing yet or if we are unable to get the item, we will refund the deposit. Essentially, if we can’t fulfill your request on our end, you won’t lose your deposit – but if you cancel after we’ve committed resources, the deposit helps cover those costs.

Can I request multiple fish or corals at once?

Yes, you can request multiple items in a single order. We are happy to source several fish and/or corals for you at the same time. In fact, combining multiple items from the same supplier can make shipping more cost-effective. For each species or item you request, we may require a deposit (especially for rare or high-value specimens), and we’ll coordinate all the logistics so your selections can ship together whenever possible.

What payment methods do you accept?

We accept a variety of payment methods to make it convenient for you:

• Credit/Debit Cards: Major cards like Visa, MasterCard, etc.
• PayPal: You can securely pay through PayPal.
• Bank Transfer: For larger orders or international payments, we can provide bank transfer details if needed.
  All payments are processed securely. We will provide you with the necessary payment information (or an invoice link) once your order details are confirmed.

When is full payment required?

Full payment is required once we have sourced your fish or corals and are ready to ship them to you. After you place your order and pay the initial deposit, we will find your requested items and let you know the total cost (including any shipping). We will then send you an invoice for the remaining balance. This final payment must be completed before we dispatch your order for delivery.

Are there any additional transaction fees?

No, we do not add any hidden transaction fees to your order. The price we quote for the fish/corals and shipping is the total amount you’ll pay. Any standard fees for payment processing (such as PayPal or card processing fees) are already factored into our pricing – you won’t see extra charges from us. (If you’re paying from a different currency or via an international bank transfer, just be aware of any conversion fees your bank might charge on your end, but we don’t add any fees on our side.)

How does shipping work?

We ship live fish and corals using fast, reliable services to ensure they arrive safely. Once your order is ready, we carefully pack each fish or coral in a secure, insulated container with appropriate water, oxygen, and heat/cool packs as needed. We then ship via overnight or next-day delivery so that your livestock spends minimal time in transit. We’ll coordinate with you to choose a delivery date when you can receive the package, and we’ll provide a tracking number so you can monitor the shipment’s progress. (Our packaging and shipping methods are designed to give your marine life the best possible chance to arrive healthy and stress-free.)

What countries do you ship to?

Dirty Little Reefers currently ships throughout the United Kingdom and the European Union. We are experienced in shipping marine life across these regions, ensuring all necessary regulations and permits are followed. Unfortunately, we do not ship live fish or corals outside of the UK/EU at this time (due to strict import/export regulations and the stress long-distance transit can place on the animals). If you are unsure whether we can deliver to your location, feel free to contact us for confirmation.

What happens if my package is delayed?

We understand that delays can occasionally happen during shipping (due to weather, courier issues, etc.). Don’t worry – our shipping containers are designed to maintain proper temperature and oxygen levels for an extended period, so the fish or corals can usually handle a short delay. If you notice a delay in the delivery status, please inform us and continue to track the package. It’s important that you still open and inspect the shipment as soon as it does arrive. If the delay is significant and it affects the condition of the livestock, our DOA (Dead on Arrival) policy will cover you as long as you follow the reporting guidelines. The key is to be proactive: stay in touch with us and be ready to receive the package once it’s out for delivery.

What should I do if I’m not available on the delivery day?

It’s very important to be available on the scheduled delivery day because live fish and corals should not be left unattended. If you realize you won’t be home, try to arrange for someone you trust (a friend, family member, or neighbor) to receive the package for you. Alternatively, let us know before the shipping date – we may be able to adjust the delivery day with the courier. Keep in mind that if no one is available and the courier has to reschedule delivery for the next day, it can put the animals at risk and may void our DOA guarantee. So, whenever possible, plan to have the delivery received and the box opened immediately upon arrival.

Can I refuse a delivery if it arrives late?

We do not recommend refusing the delivery, even if the package arrives later than expected. Refusing a shipment with live animals could result in the fish or corals being sent back or held by the courier, which almost certainly would harm them. Even if the delivery is delayed, it’s better to accept the package and then contact us if there are any issues with the livestock. Remember, our DOA policy will protect you if the fish or coral did not survive due to a delay, but that policy requires you to receive the shipment and provide the necessary evidence of the condition upon arrival. If you refuse a late delivery, we won’t have any proof of what happened, and unfortunately we cannot offer a refund or replacement in that case.

What is your DOA policy?

Our Dead on Arrival (DOA) policy is our guarantee that you will not be stuck with a loss if a fish or coral arrives dead. In the rare event that any of your livestock is delivered in a non-viable condition (dead or clearly dying due to transit issues), we will compensate you for that item according to our policy. This usually means we will offer either a refund for the cost of that fish/coral or send a replacement (if available and if shipping logistics allow). To use the DOA policy, you must follow the guidelines for reporting the issue immediately upon delivery (see the next questions). Note: The DOA policy covers losses that occur during shipping. It does not cover issues that develop after the animal has arrived alive and been properly acclimated to your tank.

How do I report a DOA issue?

If you receive a fish or coral that appears to be dead on arrival, please report it to us right away. Here’s what to do:

1. Document the condition: Take clear photos (or a brief video) of the affected fish or coral as soon as you open the package. Make sure to photograph the specimen in the original sealed bag or container it came in.
2. Note the time of delivery: We require that DOA claims be made very quickly – ideally within 1–2 hours of the package being delivered.
3. Contact us immediately: Reach out via our official channels (the quickest way is via WhatsApp, or you can email us) to report the DOA. Provide your name, order information, and attach the photos of the DOA specimen.

Once we receive your report and evidence, we will respond quickly to resolve the issue. Prompt reporting is crucial. If you report a DOA later than the allowed time frame, we may not be able to honor the claim.

What proof do I need to submit for a DOA claim?

To process a DOA claim, we require some evidence of the animal’s condition on arrival. Please be prepared to provide:

• Photographs of the livestock: Clear photos of the dead fish or coral. It’s best to take a photo of it while it’s still in the unopened bag or container it arrived in. This shows it was dead on arrival and not due to your tank conditions.
• Additional photos (if needed): You can also take a photo of the fish or coral after removing it from the bag (for clearer detail), if it’s safe to do so.
• Shipping label or order info: A photo of the shipping label on the box, or simply reference your order number when you contact us. This helps verify the delivery and time.
  Make sure the photos are well-lit and taken as soon as possible upon delivery. All DOA claims (with evidence) typically need to be submitted within that 1–2 hour window after delivery for the policy to apply.
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Will I receive a refund or a replacement for a DOA claim?

We aim to make it right if you experience a DOA. In most cases, you will have a choice:

• Refund: We can issue a refund for the cost of the fish/coral that arrived DOA. This refund would cover the purchase price of that item.
• Replacement: If you prefer, and if the same item (or a similar one) is available, we can send a replacement in a new shipment. We’ll coordinate a convenient shipping date with you for the replacement.
  The option may depend on the availability of the species and the situation, but we will discuss it with you. We process refunds quickly (typically within a few business days once a claim is approved). Note that shipping fees are generally not refunded; however, if a DOA occurs, we will work with you on shipping for a replacement (often providing a discounted or free shipping on the replacement if feasible). Our goal is to ensure you get what you paid for – alive and healthy.
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What happens if I don’t report a DOA immediately?

Timeliness is very important with DOA issues. If you do not report a DOA within the required window (usually within 1–2 hours of delivery), the DOA claim may not be accepted. This is because we need to be sure the loss happened during transit and not hours later due to other factors in your tank. If a significant amount of time passes (for example, you only contact us the next day), unfortunately we won’t be able to provide a refund or replacement. Always inspect your delivery as soon as it arrives. If you find any problems, notify us right away so we can help. Delayed reporting will likely result in us being unable to confirm what happened, meaning we cannot compensate the loss after that initial period has passed.

What should I do once I receive my fish or coral?

When your order arrives, take a few important steps to ensure your new fish or coral adjusts well:

• Open the package immediately: Carefully but quickly open the shipping box and inspect the fish or coral (still in its bag).
• Acclimate the new arrival: Float the sealed bag in your aquarium for about 15 minutes to equalize the temperature. Then gradually add small amounts of your tank water into the bag over the next 15–30 minutes (for fish, a slow drip acclimation works well) so they can adjust to the water chemistry.
• Release the fish/coral safely: Once acclimation is complete, gently release the fish into the tank using a net (avoiding pouring the shipping water into your aquarium). For corals, after acclimation, place them in your tank at the appropriate location. (It’s a good practice to dip new corals in a coral dip solution before introducing them, if you have one.)
• Reduce stress: Dim your aquarium lights during acclimation and for a little while after introducing the new arrival. This helps reduce stress. Also, if you have other fish, keep an eye out to ensure they are not harassing the newcomer.
• Monitor closely: Observe the new fish or coral for the first day or two. Make sure fish are swimming normally and breathing well, and corals are opening up. This monitoring will help you catch any issues early.
  Following these steps gives your new marine life the best start in your aquarium.

Do you provide acclimation instructions?

Yes, absolutely. We include acclimation guidelines with every shipment of live fish or corals. Typically, there will be a printed instruction sheet in the box that outlines how to properly acclimate your new arrivals. You can also find our acclimation guide on our website. These instructions cover the steps (like floating the bag, mixing tank water gradually, etc.) and offer tips to minimize stress on the fish or coral. If you’re ever unsure about the process, you can always contact us for help. It’s crucial to follow these instructions to give your new fish or coral the best chance to thrive in your tank.

What if my fish or coral becomes sick after delivery?

If your fish or coral shows signs of illness or stress after it’s been introduced to your tank, first check your tank conditions (water quality, temperature, compatibility with tank mates) to ensure everything is suitable. While we guarantee live arrival, we cannot guarantee the animal’s health once it’s in your aquarium, because many factors in your environment can affect it. We do not offer refunds or replacements for issues that develop after safe delivery and proper acclimation. However, we are happy to help with advice. If something seems wrong within the first few days, let us know and we can guide you on possible solutions – for example, adjusting to your water parameters, treating for any apparent illness, or other care tips. Our team has a lot of experience with marine life, and we’ll do our best to help you nurse a sick fish or coral back to health. Remember, proper acclimation and a stable, stress-free environment are the best ways to prevent post-delivery health issues.

What personal information do you collect?
We only collect information that is necessary to process your order and deliver your fish or corals. This includes:

• Contact Information: Your name, email address, and phone number – so we can communicate with you about your order and delivery.
• Shipping and Billing Details: The delivery address (and billing address if different) to ensure your order is sent to the right place.
• Order Details: Records of what you ordered and any specific requests (so we can fulfill your order correctly and assist with any inquiries).
• Payment Information: We process your payment details securely via our payment provider (we do not store your full credit card information on our servers).
  We do not collect any unnecessary personal info – everything we ask for is used to make sure we can provide you with the service (for example, getting your items to you and contacting you about your order).

How is my information used?
Your information is used strictly to fulfill your orders and provide customer support. For example, we use your address to ship your package, your email to send order confirmations/receipts and updates, and your phone number to reach out if there’s an issue with delivery or to quickly coordinate details. We might also use your email to send you news or special offers only if you’ve opted into our mailing list (this is optional and you can unsubscribe any time). We do not use your personal details for any purpose unrelated to your orders, and we never sell your information to third parties. Everything is handled in line with privacy regulations to protect your data.

Will my details be shared with suppliers or couriers?

We value your privacy and only share your details when it’s necessary to complete your order:

• Couriers: Yes. We provide your name, delivery address, and phone number to the courier service that delivers your package. They need this information to transport your order and contact you if there are any delivery issues.
• Suppliers: Sometimes, your fish or coral might be shipped directly from one of our trusted suppliers (for instance, if it’s coming from a specialized facility). In those cases, we will give the supplier only the information required to send you the package – typically your name, address, and contact number for delivery purposes. We do not share any additional personal details beyond what’s needed for shipping.
• No Unrelated Sharing: We do not sell or disclose your personal information to any unrelated third parties. It is only used by Dirty Little Reefers and our logistics partners (like couriers, or a supplier fulfilling the shipment) to ensure you receive your order safely. Your details are never shared for marketing or any other purposes without your explicit consent.
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How can I contact Dirty Little Reefers?

You can reach us through several convenient channels:

• WhatsApp: The fastest way to get in touch is by sending us a WhatsApp message. (You can find our WhatsApp contact link on our website.)
• Email: You can email us at admin@dirtylittlereefer.com with any questions or requests. We monitor email regularly and will get back to you promptly.
• Contact Form: On our website’s Contact Us page, there’s a form you can fill out with your inquiry. Send us a message there and we’ll respond via email.
  Whether you have a question about a fish, need help with an order, or have an issue to report, we’re available via any of these methods.

What are your customer service hours?
We strive to be as available as possible for our customers. In fact, we consider ourselves “always open” for inquiries. You can contact us any day, at any time. We often respond within a few hours during the day. If you message us late at night or on a weekend/holiday, we’ll reply as soon as we can – typically by the next day at the latest. Our goal is to offer timely support, so even though we don’t keep traditional 9-to-5 office hours, you can expect a quick response whenever you reach out.

How quickly do you respond to inquiries?

We pride ourselves on fast customer service. Most inquiries receive a response within just a few hours. Simple questions might get answered almost immediately (especially if you contact us via WhatsApp during daytime hours). For emails or messages sent overnight, we usually respond first thing the next morning. We understand that when it comes to live fish and corals, timely communication is important, so we do our very best not to keep you waiting.