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.

Shipping Information

  • Shipping Areas: We ship to the address provided at checkout. We do not ship to P.O. Boxes, APO/FPO addresses, Alaska, Hawaii, Puerto Rico, or the Virgin Islands

  • Shipping Days: We ship on Tuesdays and Wednesdays. Need a different day? Select ‘Request Another Option’ at checkout and we’ll accommodate your request whenever possible.

  • Shipping Method: Overnight via UPS outside of Tennessee | Next Day Ground via UPS within Tennessee

  • Flat Rate: $50 per shipment outside of Tennessee | $20 per shipment within Tennessee

  • Free Shipping: Orders over $400 (lower 48 states only)

  • Same Day Shipping: To ensure proper preparation and packing, same-day shipping is not available

  • Concierge Order Shipping: Shipping costs are calculated on a case-by-case basis depending on order details

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

Standard website orders are typically processed and shipped within one week. Concierge orders may require variable processing and shipping times depending on your selections, which will be communicated at the time of purchase.

We kindly ask that you place your order when you’re prepared for shipment as we cannot reserve or hold items.

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 guarantee 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 the package cannot be safely delivered.

Once your order ships, the carrier assumes responsibility for the package.

Lost or stolen packages are addressed on a case-by-case basis with the carrier. We are happy to assist with tracking and filing claims, but we cannot control the carrier’s handling or guarantee reimbursement.

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,

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 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 replacement coral or store credit. Shipping for replacements is the buyer’s responsibility.

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

Advisory Session Policy & Disclaimer

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.

Chargebacks & Order Resolution

Please note that initiating a chargeback without prior communication may result in unnecessary complications. We reserve the right to dispute any chargeback filed without prior contact, in accordance with applicable payment processor policies.

If you experience an issue with your order, please contact us so we can resolve it directly. We are committed to addressing every concern and ensuring a smooth resolution.

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.