- Shipping & Guarantee
Shipping & Guarantee
We make buying from us as risk free as possible, we offer 100% guaranteed live healthy arrival in the rare event of DOA you must contact us within 2 hours of delivery to notify us of the problem, please take 2 clear photos of any DOAs before opening the bag. This includes any wilted or melted plants. The guarantee is void after 2 hours or after the bag has been opened. Refunds will be per DOA, any replacements will be sent at no cost to you, if the entire order is a loss shipping will also be refunded.
In the event you are missing items in your order we require clear pictures of fish in the unopened bag. No refunds or replacements will be given without pictures.
It is your responsibility to watch the tracking of your shipment. Remember these are living creatures please don't leave them outside in the heat and cold.
SOME FISH REQUIRE OVERNIGHT SHIPPING TO BE GUARANTEED any fish that requires overnight shipping will have that info at the top of their product description page. We will also contact you before shipping any fish that are not guaranteed. If you have any problems with your order just contact us.
Shipping Schedule Most orders ship within 4 business days. Some fish may need a longer fasting period to reduce ammonia in the bag.
Our regular shipping days are Monday, Tuesday, Wednesday. We also occasionally ship on Thursday and Saturday at our own discretion. Please keep in mind if you order on Monday - Wednesday your order may not go out until the following week. Transit times are 1-3 days depending on location.
USPS boxes will be unmarked, marking boxes live fish or fragile can cause long delay's and increased the chance DOA's. We will mark boxes upon request but our guarantee is void if the package is late.
Please make sure you check over your order before submitting it. Make sure the quantities are correct and the correct shipping is selected. Failure to do so may delay the shipping of your order.
FLAT RATE SHIPPING
Plants / Dry Goods USPS Priority Mail 2-3 day transit time no insulated box. Do not pick this option if you are buying any live animals, they will not ship.
Live Animals / anything else we sell USPS Priority Mail or UPS 2-3 day transit time with Styrofoam box. Most fish ship fine this way, do not use this option if your day time temps are above 90 degrees or below 32 degrees.
UPS overnight delivery with insulated box. This should be used for discus, larger fish, stingray, rare plecos, and expensive fish. Any fish that requires overnight shipping will have that info at the top of their product description page. Overnight shipping is also required if your daytime temps are below 32 degrees.
Important to note: Overnight shipments does not mean your order will ship that night and arrive the next day. The fish need time to be prepped for shipment. Overnight shipping just means when your order is shipped it should arrive the next day if UPS is up to the task. As stated above it may take 4 days for your order to ship in some cases longer depending on the queue and holidays.
Sometimes as a courtesy we upgrade your order to early AM delivery. This does not mean if the package is late you are entitled to a refund as you're not paying for the early AM delivery. We only guarantee that it gets there sometime that day this could be anywhere between 8am and 11pm. Even UPS does not reimburse us if this is late.
We try size the fish as accurately as possible but size can vary so much depending on how long we have had the fish. Please ask if you need to know the current size. Most of the fish we sell are young juvenile fish, they may not look like the photos when they first arrive and will need time to grow out before they are fully colored like the adult fish in the photos. Keep in mind fish under 2 inches are VERY SMALL larger fish will eat them.
No Plant shipping to California. All plant shipments to California require permits, endorsements, and certifications on every box from a local wildlife agency guaranteeing that the package does not contain species of Hygrophila. Unfortunately the time and cost of these permits make it so we can not remain competitive in pricing. Therefore we are unable to ship to California. Plant orders from California may be cancelled without notification.
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