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FAQ
UPS - FED EX -Airline Cargo Service Failure
Unfortunately, we are not liable for the service failure of any shipping carrier. They offer no credits or warranty on any livestock items. The terms have become much more strict with the COVID - 19 Pandemic. We will work with our customers to help in some way but, Route 66 Marine is not obligated to help because of a service failure by any shipping company. We are working on an Insurance solution and hope to resolve this very soon.
If any of your corals arrive DOA and your shipment was delivered "On Time", then you are 100% covered. Please follow the steps below.
What do I do if my package is showing up in the system as Delayed, Missing, or Not moving from Los Angeles?
Call UPS Immediately at 888-742-5877. We are in California, so you will be up earlier to deal with this and get a jump on locating the package. This extra time is crucial to moving the package forward. We get in at 9:30 am (PST) and check the status then so we will know something is wrong. Please do not wait for us to find out the package is late, Call UPS immediately. If your package is stuck in Los Angeles, please ask UPS "not" to deliver the package and the shipper will pick up the package. Please have UPS call or email us and we will communicate with them when we receive the message.
What is your DOA Policy?
We require all customers to send us both a clear photo of
the coral in the bag and a picture of the coral out of the bag. This must be done within 4 hours of your order
arriving at your business or the airport. If the coral is not dead but it looks
stressed, it is important to follow the steps above. We will issue a credit for
the DOA towards your next order within 5 business days of contact from the customer.
All DOA claims are processed on Friday before 5:00 pm (PST) after you submit your DOA claim. Send all photos and documentation to info@route66marine.com. Please be available if we need to contact you for more details.
What criteria will void my DOA Claim?
You must be available on the first UPS delivery attempt. If you
miss this delivery and the shipment is delivered within 1 hour of the second attempt,
we will consider a DOA claim at our discretion.
You must pick up the order within 2 hours of the business opening if
being held at Fed Ex for pick up.
You must pick up the order from the Airport within 2 hours of
arrival or within 2 hours of the facility opening up for business.
Euphyllia Fleshband Disclosure?
We reserve the right to ship any Euphyllia with or without any flesh band attached to it. Euphyllia has been shipped this way for over 20 years. We have had a lot of success shipping Euphyllia without inspecting for flesh bands. We understand that it has become a popular topic amongst hobbyists requesting this from retail vendors. Husbandry has always been the retail customer's responsibility. Our suppliers cannot guarantee this on their Euphyllia and neither can we.
What we can guarantee is that we have a stringent process that has evolved as new successful dips, treatments, and processes are made available to the public. We combine all these methods and test out what works best for Euphyllia here. We will never offer unhealthy coral for sale on our website. That does not mean that the coral will not look unhealthy on arrival at your facility.
Corals are perishable items and can or will die for no reason at all. If there are any issues follow our DOA policy above. In our experience with Euphyllia and Elegance is that the flesh will retract back into the mouth during shipping and can take up to 72 hours to extend the flesh back out over the outer skeleton.
We will be offering Euphyllia with fresh bands in the future, but the cost to do this will definitely increase the cost for that specific Euphyllia as the cost of products, physical tank space, labor, and increased inventory purchase will have to be calculated into the price. Flesh bands can take 3+ months to grow. This consumes a lot of tank real estate and cash flow which is not ideal.
In the 14 years that we have been in business, we are proud to disclose a less than 1% DOA on all corals and Euphyllia that we ship. With that being said we are confident in the process and quality that we distribute to our customers worldwide. If you are unhappy with the flesh band on your order of Euphyllia you can ship it back to us at your cost and we will give you a credit for that purchase.
What methods do you use for shipping?
We use UPS Overnight for those that are far from airport in
rural areas. We also use Delta Cargo, Southwest Cargo and other airlines for
cargo shipments to pick up at the airport. This method cost less than UPS.
We ship a lot through the airlines as their DOA policy is better than Fed Ex. Unfortunately, Fed Ex does not cover any losses on livestock, so technically we do not cover any DOA when shipping with Fed Ex. However, in an effort to work with our customers we may cover some DOA at our discretion. Please make sure to send any info as early as possible so that we may work more effectively with you.
How much do you charge for shipping?
We charge whatever UPS charges us. The charges are based on weight, dimensions of box and destination. We extend our discount to our customers and do not charge anything extra. The shipping charges for Air Cargo also depend on the above criteria. You pay the actual charges directly to the airline cargo company when you pick up your boxes.
What days do you ship?
We ship out Monday – Thursday. We are open from 9:00am to
5:00pm. We are closed on national
holidays and days that UPS and/or Airline Cargo are not shipping.
Our order minimum is $500 for any basic order. Any order that is less than this will incur a $50.00 administration, and fuel fee to cover the driver costs. New "Special Coral" minimum charge for any coral on the order over $200 there is a $750 minimum order not including the "Special Coral" price. For example, Holy Grail Torch is $300, the order needs $700 of other corals to make $750 minimum. There is no fee, we will have to cancel the order. Our suppliers make us take a lot of regular corals to get these Special Corals, so we cannot be cherry-picked only for our best stuff anymore. Please support us on other corals the way we support our suppliers to get the Special Corals.
Corals on Demand is our WYSIWYG. These are pictures of items you can purchase directly from our website. Your credit card will not be charged for placing an order. COD is used to create an order. COD is also used to build your order around these specific pieces. You can use our E-Stock to add additional items. You can also call in and work with our sales manager to go over your order. Every customer has different needs, so we work according to what works for you as there are many ways to process an order.
When do you upload your corals for sale?
We update our Facebook, Instagram, Twitter, and Flickr albums every Friday or Saturday. We will send out a newsletter and text to inform all customers of what to expect for the upcoming week. This helps our customers plan their budget accordingly for that upcoming week. Please note that the pictures will not have pricing on these websites. Pricing is processed Monday morning before we go live.
When do your corals go live for purchase?
Corals On Demand goes live every Monday at 7 am (PST)
Your corals sell fast, How can I get some of the items I miss out on purchasing?
Please contact us regarding your coral requests. We will contact you with the items you are interested in purchasing. By contacting us, we can set corals aside for you before we photograph them for Corals on Demand. Please communicate with us, it is important if you want a personalized service.
Can I purchase only Ultra High-End Coral?
We would love to accommodate this request; however, it is an unrealistic expectation. Unfortunately, our suppliers have a full quota of corals they need to sell. So, they rely on our support to help them move that product. In return, they take care of us with the top 1% of high-end corals. With that being said, we have similar expectations from our customers as we allocate the highly demanded corals.
Do you offer Bulk Pricing?
Yes, we do offer bulk pricing. Contact us for details.
Can I visit your facility?
We would gladly have you visit us. This is advantageous for you as you will see all the livestock in person. Your visit will give you great insight into what the corals look like in person. Visiting us will calibrate your eyes when viewing them on the website for purchase. You will also be able to pick out your order. Please email us to coordinate a visit date. We are very busy shipping out orders and do not encourage customers to drop in unannounced.
Do you allow local walk-ins?
We do allow local walk-ins. You must contact us 24 hours in advance to coordinate a day and time.
All of our pictures are under Eco-Tec Radion G4 LED Lighting. We use a unique mix of 12 k settings. We use photoshop to correct any imbalances to make sure our corals look true.
Why do you take pictures of my order?
We take pictures of all orders before shipping them out to you. This process speeds up the communication process. This process helps if there are any DOA, Damaged, Missing Coral or Incorrect Coral packed issues. This process saves both our customers and Route 66 Marine staff a lot of time. We can quickly identify and resolve any order issues from these photographs of your order.
Can we use your photographs on our website or advertising material?
No, we do not allow unauthorized use of our intellectual property. You can contact us to discuss how you can be authorized.
I would like to purchase your corals at wholesale prices
We import corals and sell them at wholesale prices to Retail Stores and Online companies that operate from a commercial facility. We will make some exceptions to home businesses that can maintain an average of $2000 purchasing per month. You cannot sell our corals cheaper than any retail store in the same area.
We cannot sell our top 5% Ultra corals to customers. That is a very unrealistic expectation that we cannot fulfill. Our suppliers expect us to support them by purchasing the other corals they collect. We expect the same from our customers.
If you are a hobbyist looking to purchase our corals, we can recommend vendors in your area or online companies who buy a large volume of corals from us. These vendors will offer a special discount to you. Contact us for details if you would like to know where you can purchase our corals.
