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 & Appearance Variations

Coral color, size, expansion, retraction, and overall appearance may vary due to lighting, water parameters, flow, feeding, stress, genetics, and other environmental factors. Photography, camera settings, screen displays, and viewing conditions may also affect perceived appearance.

Photos and videos represent the specimen in our system, under our lighting and conditions, at the time they are taken. Additional media may be provided upon request when available but does not guarantee appearance in other aquarium conditions.

All measurements are approximate and provided for general reference only. Coloration, size, expansion, and overall appearance may differ in your system, and no guarantees are made regarding exact color, appearance, or dimensions after purchase.

Requests for Additional Photos/Videos

In-Stock Corals: For items currently on hand at Jewel Lagoon, we’re happy to provide additional photos or videos upon request, including different lighting, angles, or times of day, when possible, to help you feel confident in your selection.

Coral Concierge Orders: Images are provided by suppliers within our sourcing network and may vary based on each supplier’s photography and lighting. Typically, one image is provided per coral. Additional photos, angles, or lighting may sometimes be available upon request depending on the supplier but are not guaranteed.

Coral Identification & Trade Names

Coral species identifications, trade names, designer names, and color descriptions are provided for identification and reference purposes and may be based on information supplied by our sourcing partners. Names and classifications within the coral industry can vary between vendors and may be subjective or change over time. Unless expressly stated otherwise, Jewel Lagoon does not guarantee lineage, provenance, or a specific trade-name designation.

Website, Pricing & Inventory Accuracy

We make every effort to keep product availability, pricing, and website information accurate and up to date. Prices and availability are subject to change without notice. Occasional technical errors, inventory discrepancies, duplicate sales, pricing errors, or other inaccuracies may occur. Because many corals are one-of-a-kind specimens, an item may become unavailable before its online availability is updated.

Jewel Lagoon reserves the right to correct errors or cancel an affected order when necessary. If a paid item is unavailable or an order must be canceled due to an error on our part, any payment made for the affected item will be refunded in full.

Order Fulfillment

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

Coral Concierge orders are typically ready to ship or pick up after the corals complete their five-day observation period at Jewel Lagoon.

Please place your order when you’re prepared to receive your corals, as items are expected to ship or be picked up within the standard fulfillment timeframe. Extended holds are subject to approval.

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.

• 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, Jewel Lagoon 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.

First-Time Concierge Discount

New Concierge customers receive 15% off their first Concierge order.

This discount applies only to items sourced specifically through Jewel Lagoon’s Coral Concierge service. In-stock or on-hand items are not eligible for the 15% first-time Concierge discount, even when added to or purchased alongside a Concierge order.

The discount does not apply to shipping, advisory services, sourcing deposits, or other fees and cannot be combined with other offers unless otherwise stated.

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. When a Coral Concierge order is completed, 100% of the sourcing deposit is applied toward the order total.

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.

Digital Mockups

Digital mockups are available upon request as part of the Coral Concierge experience and are created using available images of the actual corals sourced for your consideration. Mockups are intended as a visual planning aid to help you compare selections, explore combinations, and envision how different pieces may look together. They are illustrative and are not intended to provide an exact representation of size, scale, placement, color, appearance, or how a coral will ultimately look in your aquarium.

Each requested mockup includes the initial design and one complimentary revision. Additional revisions, alternate concepts, or substantial changes may be accommodated for an additional fee. Any applicable fee will be communicated and approved before additional work begins.

Mockups do not reserve or secure any coral shown. All items remain subject to availability and are not secured until payment is received.

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 Jewel Lagoon 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 Jewel Lagoon credit.

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

Supplier Discrepancies

As part of our Concierge process, sourced corals are reviewed upon arrival at Jewel Lagoon before being released to the customer. Concierge selections are sourced based on the specimen and information presented to us by our sourcing partners.

Reasonable variation in color, size, shape, and overall appearance is expected with live coral and may result from lighting, photography, shipping stress, environmental conditions, or natural changes over time. However, occasionally a specimen may arrive that is materially different from what was presented or may not be the correct item.

If Jewel Lagoon determines that a significant discrepancy has occurred, we will contact you before fulfillment to discuss the available options. Depending on the circumstances and availability, this may include accepting the specimen as received, selecting an available alternative, attempting to source a suitable replacement, or receiving an applicable credit for the affected item.

Customers will not be required to accept a specimen that Jewel Lagoon determines is clearly incorrect or materially different from the selection that was confirmed and secured. Jewel Lagoon reserves the right to determine whether a discrepancy falls outside the reasonable variation expected with live coral.

Short-Term Holds

Our typical hold period is up to 7 days. However, we are happy to hold your order for up to 14 days upon request, giving you additional time to add items to your order and combine eligible purchases into a single shipment.

Orders held within this 14-day period remain covered under our standard policies. Once the 14-day hold period has been exceeded, the order will be considered an Extended Hold and will be subject to our Extended Hold Policy.

Extended Holds

We understand that circumstances may arise where additional holding time is needed and will accommodate holds beyond 14 days whenever possible.

Orders held for more than 14 days at the customer’s request are considered Extended Holds. Once an order enters an Extended Hold, the customer assumes responsibility for the livestock for the remainder of the holding period. No replacements or credits will be provided for livestock that perishes while in our care during an Extended Hold, and the order will no longer be eligible for coverage under our Live Arrival / DOA Policy upon fulfillment.

Extended Hold requests may be limited or declined if we determine that the requested holding period would not be in the best interest of the livestock.

Exceptions may be made at Jewel Lagoon’s discretion based on the circumstances of the individual order.

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.

Abandoned Paid Orders

Once your selections have been confirmed and paid for, the corals are purchased and received by Jewel Lagoon specifically for your order. After the observation period is complete and your order is ready for release, timely communication is required to arrange shipment or local pickup.

If we are unable to reach you after multiple contact attempts, or you do not make arrangements to receive your order within the agreed-upon timeframe, the order may be considered abandoned.

Paid orders that are considered abandoned are not eligible for cancellation, refund, or store credit. Because live corals require ongoing care and cannot be held indefinitely after an order is ready for release, Jewel Lagoon reserves the right to return unclaimed corals to available inventory or make other appropriate arrangements for their placement. Payments associated with an abandoned order are non-refundable and cannot be transferred or applied to a future order.

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.

Live Arrival / 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.

If a coral arrives DOA (dead on arrival) under the qualifying conditions outlined below, we’ll work with you to arrange a one-time replacement, subject to availability, or Jewel Lagoon credit.

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 Jewel Lagoon 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 the package is held by the carrier through no request or action of your own, please retrieve it 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: Send all photos and videos within 2 hours of delivery by email to hello@jewellagoon.com or by text to 615-965-5220. 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

Situations that fall outside our DOA coverage will be reviewed on a case-by-case basis. While a replacement, Jewel Lagoon credit, or other resolution cannot be guaranteed, Jewel Lagoon may choose to provide assistance as a courtesy depending on the circumstances.

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.

Gift Cards

Jewel Lagoon gift cards may be applied toward eligible purchases up to the available balance and may be used across multiple transactions until the balance is depleted. If an order exceeds the available gift card balance, the remaining amount must be paid using an accepted payment method.

Gift cards are non-refundable, cannot be redeemed for cash except where required by law, and cannot be used to purchase additional gift cards. Gift cards are not replaceable if lost, stolen, or used without authorization.

Unless otherwise stated, promotional discounts do not apply to the purchase of gift cards but may be applied to eligible merchandise purchased using a gift card, subject to the terms of the applicable promotion.

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

By completing a purchase or arranging a pickup, you acknowledge that all corals are received and handled at your own risk. Jewel Lagoon is not responsible for injury, property damage, aquarium damage, or other losses resulting from the handling, placement, acclimation, or care of corals after receipt, except as expressly provided under our Live Arrival & DOA Policy.

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 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.