POLICIES

Sales Policy

All Sales Are Final
Please review your order carefully before purchasing, as we do not offer cancellations, exchanges, returns, or refunds.

If you have any questions or need assistance, please contact us before placing your order. We’re happy to help!

WYSIWYG
All items shown in the curation section are What You See Is What You Get unless otherwise noted in the listing details.

Color Variations
Coral colors can fluctuate due to changes in light, water temperature, salinity, nutrients, flow, feeding, stress, and genetics, and may also appear different depending on lighting, photography, and other factors.

We gladly offer additional images or videos upon request to ensure you feel confident in your selection.

Pricing & Availability
Prices and availability are subject to change without notice. We reserve the right to cancel or suspend orders in the event of a pricing or listing error.

Order Fulfillment

In-stock corals from our Curations shop may be ready for fulfillment as soon as the next day, with shipping available on our designated shipping days or local pickup by arrangement.

Coral Concierge orders are typically ready to ship or pick up five days after arriving at Jewel Lagoon following their observation period.

We kindly ask that you place your order when you’re prepared to receive your corals, as we cannot reserve or hold items.

Shipping Information

Shipping Rates & Methods (In-Stock/WYSIWYG Corals):
Within Tennessee: UPS Ground (typically next-day delivery) -$20 per shipment
Outside Tennessee: UPS Overnight -$30 per shipment

Shipping Rates & Methods (Coral Concierge Orders): Because selected corals are first received and observed by Jewel Lagoon prior to release, shipping costs, methods, and timelines may vary.

Shipping Areas: We ship to eligible addresses within the contiguous United States (lower 48 states) using the shipping address provided at checkout. We do not ship to P.O. Boxes, APO/FPO addresses, Alaska, Hawaii, Puerto Rico, or the U.S. Virgin Islands.

Shipping Days: All orders are shipped on Tuesdays and Wednesdays unless otherwise arranged. Orders require preparation prior to shipment and do not ship the same day they are placed. Need a different day? Select ‘Request Another Option’ at checkout, and we’ll accommodate your request whenever possible.

Combined Shipping: Have an existing order? Please contact us before placing a new one for instructions on how to combine shipping.

Please be advised that weather, holidays, and other circumstances beyond our control may affect shipping times. We may delay shipments if there are any foreseeable factors that could compromise the safe arrival of your corals. This policy is final and non-negotiable.

  • Important: To help ensure safe arrival, we will contact you to confirm your delivery date. Once confirmed, a tracking number will be provided. If delivery cannot be confirmed at least 24 hours prior to the selected date, shipping will be rescheduled.

Customers are responsible for providing a complete and accurate shipping address and for ensuring that the delivery location is secure and accessible. We do not issue refunds if the carrier determines that the package cannot be safely delivered.

Once an order has been accepted and scanned into the carrier’s possession, responsibility for the transportation, handling, and delivery of the package transfers to the carrier. Jewel Lagoon is not responsible for packages that are lost, stolen, misdelivered, delayed, damaged, or otherwise mishandled while in the carrier’s possession.

Customers should not redirect, reroute, reschedule, authorize release, change the delivery address, or request a carrier hold without first contacting Jewel Lagoon. Changes made directly with the carrier may result in delays, affect livestock health, and affect eligibility for DOA coverage.

We carefully prepare and package all orders for shipment and are happy to assist with tracking issues, delivery concerns, and filing eligible claims with the carrier. However, carrier investigations, claim determinations, and reimbursements are subject to the carrier’s policies and are outside of our control. Our assistance with a carrier claim does not guarantee a favorable outcome or create an obligation for Jewel Lagoon to provide reimbursement, replacement, credit, or refund.

Any shipping or delivery issue should be reported to us as soon as possible so we can assist with the appropriate next steps. DOA claims remain subject to the reporting requirements and timeframes outlined in our DOA Policy.

Shipping costs are non-refundable for any reason.

Local Pickup

For customers in the Nashville, TN area, we offer free local pickup by appointment. Select ‘Store Pickup’ at checkout and we’ll contact you to coordinate.

Advisory Services Policy & Disclaimer

Enlightening Odyssey advisory sessions are consultation services and do not include coral sourcing unless otherwise specified.

Advisory session fees compensate for the consultation provided and are separate from Concierge sourcing deposits. Advisory fees are not applied toward coral purchases unless expressly stated otherwise.

Enlightening Odyssey advisory sessions provide expert guidance and insights to help you make informed decisions for your reef. While we share best practices and professional recommendations, outcomes may vary based on individual tanks and implementation. Clients accept responsibility for decisions made and acknowledge that Jewel Lagoon is not liable for results or unforeseen issues.

Sourcing Deposits

A sourcing deposit is required before we begin your custom search. The deposit secures the time and effort involved in sourcing specifically for your request, including reviewing your preferences, searching our supplier network, evaluating available specimens, and presenting options that align with your criteria.

Because the deposit covers work performed during the sourcing process, sourcing deposits are non-refundable once sourcing has begun, except when we are unable to locate suitable options for your request.

The sourcing deposit is not an additional fee. If you proceed with your selections, 100% of your deposit is applied toward your final order.

Availability & Securing Selections

Coral availability can change quickly. Payment of a sourcing deposit initiates your custom search but does not purchase, reserve, or guarantee any particular specimen.

Presented options remain subject to availability until your selection has been confirmed and the required payment has been received. Once payment is received, we will secure the selected specimen whenever it remains available.

If a specimen becomes unavailable before it can be secured, we will work with you to identify an appropriate alternative.

Inability to Source Your Request

While we make every reasonable effort to locate options that align with your request, specific coral types, colors, sizes, price ranges, or individual specimens cannot be guaranteed.

If we are unable to locate suitable options that reasonably match your request, you may choose to have your sourcing deposit refunded in full or retained as a credit toward a future Concierge search.

Finalized Concierge Orders & Changes to Your Sourcing Request

Once a selection has been confirmed and payment has been submitted to secure the specimen, that selection is considered final.

Because Concierge selections are sourced specifically for you, confirmed selections cannot be modified or canceled once they have been secured.

We understand that preferences may evolve during the sourcing process, and reasonable adjustments to your original request can generally be accommodated.

Significant changes that substantially alter or restart the original search may require an additional sourcing deposit. If an additional deposit is necessary, we will discuss it with you before beginning the new search.

Observation

Concierge selections are first shipped to Jewel Lagoon, where they are carefully evaluated and observed for a minimum of five days before being released to you.

Because we are working with live animals, observation periods may be extended when we believe additional time is appropriate for the health and well-being of a specimen. We will keep you informed of any changes that affect the anticipated shipping or pickup date.

Specimens That Do Not Pass Observation

If a selected specimen does not meet our standards during the observation period, we will contact you to discuss the available options. Depending on the circumstances and availability, this may include sourcing a suitable replacement or issuing an applicable credit.

We will not knowingly release a specimen for shipment if we believe it is unsuitable for transport.

Extended Holds

Requests to hold an order beyond the standard or agreed-upon timeframe are subject to approval and may be limited based on the needs of the livestock. If an extended hold is approved at the customer’s request, the customer assumes responsibility for the livestock during the extended holding period, and DOA coverage is void for the affected order.

Any additional terms or charges associated with an extended hold will be communicated before the extension is approved.

Exceptions may be considered at the owners’ discretion on a case-by-case basis, depending on the specific circumstances.

Abandoned Concierge Requests

Timely communication throughout the sourcing process helps us keep your custom search moving forward. If we are unable to reach you after multiple contact attempts and do not receive a response within a reasonable timeframe, your Concierge request may be considered abandoned and closed.

Sourcing deposits associated with abandoned requests are non-refundable and cannot be transferred to a future search. Because coral availability can change quickly, previously presented or selected specimens cannot be guaranteed if you choose to begin a new request at a later date.

Acclimation & Coral Health

Proper acclimation is essential to maintain coral health:

  • Temperature Acclimation:

    • Ensure jars or bags are properly sealed to avoid contamination

    • Float sealed jars or bags in your tank for 30–45 minutes

  • Coral Dip: Although our corals are carefully inspected and observed, tiny pests can occasionally go unnoticed. As an extra precaution, we recommend a quick dip with CoralRX, Revive, or another trusted coral dip.

We thoroughly examine all corals upon arrival and prior to shipping to ensure they are healthy and free from harmful pests to the greatest extent possible. You may notice tiny, harmless reef organisms, including:

  • Pods (copepods, amphipods, and other small reef crustaceans)

  • Small bristle worms

  • Tube worms or feather dusters

  • Small algae or biofilm

These organisms are natural parts of a thriving reef ecosystem.

Dead on Arrival (DOA) Policy

We are dedicated to ensuring the health and quality of every coral we ship. While rare, unexpected issues may occasionally occur.

In the event that a coral arrives DOA (dead on arrival), we will work with you to provide a one-time replacement or store credit, subject to availability.

Due to the unique nature of many of our items, identical replacements may not be possible. When a replacement cannot be provided, qualifying orders will receive a store credit in accordance with our policy.

Please note that no refunds will be issued for losses that occur during or after acclimation.

Please carefully follow the steps outlined below to ensure a timely and efficient resolution should a problem arise.

  1. Accept Delivery Promptly: Always accept your package on the first delivery attempt. If held at the carrier, please pick it up and begin the acclimation process within 2 hours.

  2. Inspect Upon Receipt: Open and inspect the package right away. Keep all packaging until the claim is resolved.

  3. Document the Issue: Take clear photos and videos showing:

    • The unopened jar or bag with coral inside

    • The coral after removing it from the jar or bag

    • The shipping label with your name and tracking number

  4. Submit Your Claim: Email all photos and videos to hello@jewellagoon.com within 2 hours of delivery. Please include your name, order number, delivery date and time, and any other applicable details.

  5. Resolution: If approved, we will provide a suitable replacement coral or Jewel Lagoon credit. Customers are responsible for all shipping costs associated with replacement items.

What We Cannot Cover:

  • Carrier delays, missed deliveries, or shipping errors

  • Extreme weather or temperature fluctuations during transit

  • Natural disasters or other events beyond our control

  • Improper acclimation, handling, or care after delivery

Alternate Shipping Days

We typically ship on Tuesdays and Wednesdays to help reduce the risk of carrier delays. If these days do not work for you, Monday or Thursday shipping may be available upon request.

Thursday shipments carry an increased risk of extended delays due to the approaching weekend. If a Thursday shipment is delayed by the carrier and remains in transit through the weekend, DOA coverage will be void for that shipment, and the customer assumes responsibility for any resulting livestock loss.

While DOA coverage does not apply in these circumstances, Jewel Lagoon may, at its discretion, work with the customer toward a replacement or other resolution on a case-by-case basis.

Jewel Lagoon Credits

Any credit issued by Jewel Lagoon must be used within six months of the date it is issued. Credits that are not used within this period will expire and cannot be reinstated.

Discounts & Promotions

Discounts, promotional offers, and coupon codes cannot be combined. Only one discount or promotional offer may be applied per order.

Chargebacks & Order Resolution

If you experience an issue with your order, please contact us first so we have the opportunity to resolve it directly. We are committed to addressing concerns promptly and working toward a fair resolution.

Please note that initiating a chargeback without first contacting us may result in unnecessary complications or delays. We reserve the right to dispute chargebacks when appropriate and to provide relevant order, shipping, delivery, and communication records to the payment processor in accordance with applicable policies.

How We Operate

We operate exclusively online and do not have a physical storefront. While local pickup is available by appointment, on-site browsing, shopping, or purchases are not permitted under any circumstances. All sales and related communications must be conducted through our official email, text, or phone channels. We appreciate your understanding and adherence to these policies.

Liability

We are not liable for any indirect, incidental, or consequential damages resulting from the purchase, shipment, or care of our corals. By completing a purchase or arranging a pickup, you acknowledge that all corals are received at your own risk and that proper handling and acclimation are your responsibility.

Right to Refuse Service

We strive to provide a positive experience for all customers and reserve the right to refuse service to anyone who engages in rude, abusive, or inappropriate behavior. Orders, appointments, and communications will not proceed if these standards are not met. We appreciate your cooperation in maintaining a friendly and respectful environment.

Intellectual Property

All content on our website, including text, images, logos, and branding, etc. is the property of Jewel Lagoon and may not be reproduced, distributed, or used without our express written permission.

Continuous Refinement Policy

As Jewel Lagoon grows and evolves, we regularly refine our website, terms, and policies to better meet the needs of our clients and their reefs. Updates may be made over time to enhance clarity, usability, and the overall client experience, always with the goal of providing a high-quality, personalized service.

Customer Satisfaction & Policy Exceptions

We care deeply about your satisfaction and the well-being of our corals. If you have any questions, concerns, or special requests, please reach out — we will do our best to assist you. Reasonable requests will be accommodated whenever possible. In rare cases, the owners may adjust policies at their discretion to ensure the best outcome for everyone.

Policy Acknowledgment

By initiating contact, placing an order, or arranging a pickup with us, you acknowledge that you have read, understood, and agreed to abide by all terms, policies, and guidelines outlined above.