Frag Freaks Trip?

George is in Portland, he's not on often but I can text him and ask.

Sent from my HTC ONE

We are very sorry to hear that. Shipping live coral always contains risk, especially in the winter time in New England. Customers accept those risks when they ask to have an order shipped to them. The one aspect of the UPS 1 Day Transit shipping method is that they guarantee shipping to your zone that day but they cannot guarantee a delivery time. It is up to the customer to be available to receive the package promptly as UPS delivers.

After reviewing some of the packaging pictures you have taken, it is clearly a result as improper handling of the carrier, which you have expressed you have had issues in the past with your local UPS carrier delivering damaged boxes to you. This is something that needs to be addressed with the carrier and a claim should be filed directly with UPS. We clearly label all our packages with “Fragile” and an orientation for the box so the carrier knows which end is up. It is out of our control is they follow that or not, again that is why claims with UPS are needed to be made.

As our DOA policy states we will work with you to give you a partial credit towards coral. We can't be 100% responsible for the way that UPS handles packages that credit cannot be a full credit unless the DOA is directly related to OUR packaging, which in this case it was not. However we can take partial responsibility and work with you on a credit.

We take the time to insulate our boxes, bag corals, and place corals inside the box before they are shipped. You even complimented us on how well our packaging was done on your last shipment.

My suggestion to you is that you should 1. File an official claim with UPS. 2. File an official claim with this. This can be done by taking pictures of both the outer packaging, the corals as they arrived inside the bags, the corals health, and please email them to info@fragfreaks.com for review. After reviewing the pictures, we can then determine a credit. This credit will be stored in our system to be used on a future order.

We never want to leave a customer feeling disappointed, we will do our best to make matters easier in the losses you have experienced. We offer full customer support to all of our customers, and even distribute our personal phone numbers so that advice can be given and issues can be resolved in a very fast manner.