Shipping Zones and Rates
It starts with experience
We're America's longest standing and highest volume breeder and shipper of live aquarium animals. This allows us to maintain expertise, systems and quality control that are impractical for smaller operations. When your order comes in, our expert pickers select your animals, and a team of 3 does quality control so we know that we are shipping only the very best specimens in each order.
Then there's the packing
When will my order ship?
Oders are shipped in the order that they are placed. Typically, orders are shipped within 2-4 business days (not including weekends). Some potential delays may occur, including weather delays, inventory changes, and variations in the quantity of orders. We will do our best to provide you with details if a delay is encountered.
If you would like a specific delivery date, please place your order at least 3 days in advance of your shipping date and include a note or follow-up email with your requested delivery date.
I paid for "Next-day Delivery" - why does it take 48+ hours to receive the fish?
Delivery methods do not account for handling times. "Next-day Delivery" refers to the time between leaving our facility and arriving at your address. We may not be able to ship the order immediately after receiving it.
Healthy & Happy Guarantee
Over 97% of our shipments arrive healthy to very happy customers. So we can promise that there is any problem, of any kind, with any fish in your order, we will credit you back the for those animals provided our receiving procedures in the first FAQ below are followed.
1. Open and inspect immediately
To qualify for our guarantee, you must open and inspect your order within two hours of delivery.
2. PROBLEM? Take pictures
If one of your new fish appears dead, sick, or otherwise "doesn't look right" document with pictures or video
DO NOT OPEN BAG.
3. Email us within 2 hours
Describe the problem and provide links or attachments for your pics and/or videos.
Important Live Shipping FAQs
What do I need to do on my end to ensure a successful shipment and be eligible for a claim if something goes wrong?
Our goal with every shipment is for our fish to arrive healthy and our customers be happy with their new animals. And thanks to our rigorous process and our experience, this happens 97% of the time. While most of this is on us, you do have a few important responsibilities.
Have their new home ready
Be sure your tank is ready with the required water temperature, acidity and compatible space and tank mates.
Be there to receive the shipment
It is very important that you are home to receive your shipment so that your new animals can get out of their transport bags and into their new home as quickly as possible. The box should be taken in and opened within an hour of the carrier registering the delivery. We make this easier for you with shipping status notifications, premium air service and live tracking links.
Inspect each fish BEFORE taking it out of the bag
Inspect each fish upon arrival, prior to opening the bags. This is important—opening the bags ends the "arrival" period and we cannot provide claims for fish without documentation prior to opening the bags.
The major concern is health and vitality. But you also want to inspect for issues like deformities, incorrect species, or size discrepancies. While we have a 3-person quality control team to spot these and other issues, If you believe something slipped through our systems, please document as below.
Document any problems and email us within 2 hours
If one or more of the animals looks dead or sick, or otherwise not right, take photos and/or video, being sure to clearly show the fish in their unopened bag!
Email us your photos and/or video along with a brief explanation of the issue. This email needs to be received within 2 hours of delivery according to the shipper's tracking information.
How am I covered with the Healthy & Happy guarantee?
We will award store credits for all legitimate issues, as decided by our expert team. Store credit will be issued in the amount paid for the fish. Shipping cannot be credited.
What if one of my fish develops a problem after arrival?
If you experience issues after arrival, such as difficulty swimming, signs of disease, or other problematic symptoms, please document them with photos and/or video and contact us immediately. Credit for deaths after arrival are issued at our discretion.
Why does my fish not look like the picture?
The majority of fish on our website will not look like their photos upon their unboxing. Fish change in appearance depending on many factors, including mood, age, gender, and social status. Fish will naturally lose color during shipping and may appear faded upon arrival. Pictures are used as examples only. Pictures may be of mature fish with full color or juvenile fish without color. We encourage you to research the species as much as possible prior to ordering in order to familiarize yourself with the various appearances they may take on. Many species have females that look drastically different to their male counterparts, and many juveniles will not have as much color (or different colors) as their adult forms. If you have questions about how the fish will look, please review their information and email us if you have any questions.
What if my shipment is delayed—will the fish be alright?
We ship hundreds of packages a week, and most are delivered without any issues thanks to our experienced team and premium air courier service. Our high-tech packaging is designed to sustain the animals a minimum of 2-3 days in the box, and in some cases longer, depending on the breed.
However, sometimes delays do occur. If this happens to your order, please document and contact us promptly following our inspection and documentation policies above in order to receive credit.
Can I pick up my fish?
We offer local pick-up for any order. Please place your order using the Local Pick-Up shipping option during checkout, then we will send an email asking about your preferred pick-up date. We will finalize the details with you and have them ready for contact-less pick-up. Please give us 1-2 business days to process and schedule your order.
Is there a minimum order?
The minimum order for any shipping location in mainland US is $50. This value is taken after discounts and credits have been applied.
The minimum order for Canada, Hawaii, Alaska, and Puerto Rico is $100 USD. This value is taken after discounts and credits have been applied.
Will my fish look like the picture?
The majority of fish on our website will not look like their photos upon their unboxing.
Fish change in appearance depending on many factors, including mood, age, gender, and social status. Fish will naturally lose color during shipping and may appear faded upon arrival. Pictures are used as examples only. Pictures may be of mature fish with full color or juvenile fish without color.
We encourage you to research the species as much as possible prior to ordering in order to familiarize yourself with the various appearances they may take on. Many species have females that look drastically different to their male counterparts, and many juveniles will not have as much color (or different colors) as their adult forms.
If you have questions about how the fish will look, please review their information and email us if you have any questions.
We are also often asked for certain sexes with unsexed fish. Yes, you can request certain sexes in the "NOTES" section at checkout, or via email after ordering. We will do our best to fulfill these requests, HOWEVER, we do not guarantee that these requests will be honored. Due to the overhwhelming number of special requests that we receive, we also cannot guarantee that we will contact you regarding your request if it cannot be granted. We can only promise that we will send you the items matching what was listed on the website.
We realize life events, tank issues, and other scenarios may arise that necessitate an order change or cancellation. Unnecessary movement of fish can cause significant stress on them however. Orders canceled within 24 hours of shipping will be subject to a 10% restocking fee, calculated based on the order total. Removal of item(s) from an order within 24 hours of the shipping date will be subject to a 10% restocking fee, calculated based on the item(s) removed. Addition of items is accepted but not guaranteed, as the order may be packed already and we are unable to re-open the box before the carrier arrives.
Yes, we charge 10% of the total amount of the order as a cancellation fee. All orders placed are automatically processed by our secure merchant processor and sent to the shipping department as they are placed. During this process we incur irreversible fees from the payment providers and additional work by our staff.