Frequently Asked Questions
Check our most frequently asked questions here, if you still need help then please contact us at info@royalreef.co.uk
The best way to change your order is to contact us by sending an email to info@royalreef.co.uk . If an order is already shipped, we won't be able to make any changes to your order and you would need to place a new order.
Orders are processed in the order we receive them. We advise all customers to note down the day they wish to receive their order on the notes section when in the checkout OR send us an email to info@royalreef.co.uk. Please note all orders are sent Royal Mail Special Delivery 1pm. You can track your order status using the tracking number provided when your order is shipped. We will send you an email to confirm you order has been shipped including the tracking reference.
Carrier tracking would provide you with up-to-date information about your package. If it gets stuck or never gets delivered to you, please contact by sending an email to info@royalreef.co.uk and we can assist you with the next steps.
We accept VISA, MasterCard, American Express, Discover and Paypal. Please note that the available payment methods may change depending on your region. We do not accept cash on delivery.
As soon as a date is agreed by both parties. This can be done by making a note when you’re in the ‘checkout’ in the ‘notes’ box. If we do not see anything in the notes section, we will send an email to confirm a delivery date with you. We only ship live stock on agreed dates to ensure the live stock has the best possible chance of survival, someone MUST be available at the delivery location to accept the delivery. (See delivery Information page for further details)
If there are any issues when your coral arrives and it looks damaged or dead Royal Reef will need to be contacted with photographic evidence of the issue within 1 hour of arrival via our email address info@royalreef.co.uk . Please provide photos of the coral, container & packaging to give us the best chance of establishing what has gone wrong.
In the unfortunate event of a DOA (Dead on Arrival) and the photographic evidence has been sent within 1 hour of delivery Royal Reef with either credit the value of the coral or send a replacement if we have stock available of that particular coral. Any failure to accept the delivery on first attempt will VOID the DOA policy.
Corals are very delicate miniature pieces of the ocean and require specific water parameters to enable them to grow and thrive. I cannot take responsibility for other people's husbandry of their tanks and therefore I cannot accept liability if a coral dies after it has been put into a new tank. Please make sure your parameters are something close to the ones noted on each coral specification as per the conditions in which these corals are grown and harvested in.
Here at Royal Reef we are strong believers that dipping is a MUST for every coral. We do everything possible to make sure all our corals are pest free but as you can imagine some critters still manage to hang on! We strongly advise that at the stage your coral is now acclimatised you make the effort to dip your coral following the instructions on the dip of your choice.
Please check the dip you are using is suitable for the coral you are dipping and you follow instructions precisely as we can no longer take responsibility for anything that happens at this stage.
(Don’t forget to rinse your coral in fresh tank water after dipping)