Our Cancellation Policy Your live rock is ordered specifically for you. Since we are not a stocking warehouse, and your order for livestock is sent overseas to be filled, there is a definite process which occurs from the moment your order is placed. Cancellation of your order is only possible during certain points of the ordering process. It is possible to cancel immediately after placing your order (within 24 hours), only if your livestock has not already either been packed or shipped from overseas. In other words, if you place an order and we have already faxed it overseas to be filled we cannot cancel it, as it is already in progress. Within the first 24-hour period (if your order is not already in the process of being packed or shipped), you may cancel your order. At this point, we have already determined your airline and have entered your order into our system ... there have been phone calls or e-mails placed and responded to, all of which took manhours and your order has probably been placed so it could get in line for the next incoming shipment. In other words, resources and time have been spent on your order. Even on small orders, it is not uncommon that a half hour of time will have been spent on your order, cancellation, refund. Paperwork has had to be generated by our office and work has been performed on your behalf. So, a $10 order processing/cancellation fee will apply to your cancellation. If we are able to cancel your order, you will receive an electronic refund to your Paypal/credit card account (with the cancellation fee charged), usually within the following day, with the exception of weekends and holidays. Of course, we always regret if you elect to cancel your order, as we are confident that you would have been pleased with your purchase and would not have regretted your decision ... with as many truly satisfied customers that have written us, we can confidently make this statement in all honesty. You might find cheaper live rock, but you won't find better, fresher live rock. If you have any questions regarding our policy, please do not hesitate to ask us about it.
