Shipping policy
SHIPPING POLICY & LIVE ARRIVAL GUARANTEE
We take great care in packing and shipping live fish to help ensure they arrive safely and in good health. All fish are professionally packed using insulated boxes and temperature-control materials when necessary.
Our livestock primarily ships from the West Coast of the United States. We operate with multiple warehouse locations in different states, and your order may ship from the facility best suited to fulfill your order.
We are also integrated with trusted suppliers to help maintain availability and selection. This allows us to source livestock from multiple facilities in order to fulfill your order and provide the best possible availability and customer satisfaction.
SHIPPING METHOD
All live fish are shipped using overnight delivery services to reduce transit time and provide the best possible survival rate.
Once your order ships, you will receive a tracking number by email so you can monitor your shipment and prepare to receive your package.
PROCESSING TIME
Orders are processed in the order they are received. Please note that overnight shipping refers to the transit time after the order has been shipped, not the processing time.
Orders typically ship Monday through Wednesday to help avoid potential weekend delays with carriers. Orders placed later in the week may ship the following week.
SHIPPING RESTRICTIONS
We currently ship within the continental United States only.
We do not ship to:
• Alaska
• Hawaii
• Puerto Rico
• PO Boxes
Someone must be available to receive the package on the first delivery attempt in order to maintain the Live Arrival Guarantee.
PACKAGING
All fish are carefully packed in secure bags and placed inside insulated shipping boxes. Heat packs or cold packs may be included depending on weather conditions to help maintain safe temperatures during transit.
WEATHER DELAYS
Live fish shipping may be delayed during extreme weather conditions. We reserve the right to hold shipments if temperatures are unsafe or if carrier delays are expected. This is done to help protect the health and safety of the fish.
LIVE ARRIVAL GUARANTEE
We guarantee that all live fish will arrive alive at the time of delivery. This guarantee applies only upon arrival and does not extend beyond the time the package is delivered.
To qualify for the Live Arrival Guarantee, someone must be available to receive the package on the first delivery attempt. If the package is delayed, re-routed, or left unattended after delivery, the guarantee will be considered void.
In the rare event a fish arrives deceased (DOA), you must notify us within 2 hours of delivery and provide clear photos of the fish outside of the bag along with the unopened shipping bag visible in the photo. Claims submitted without proper photos or outside the claim window may not be approved.
Once verified, we will issue a refund or store credit for the affected livestock only.
This Live Arrival Guarantee does not cover losses after delivery. Fish that pass away after being acclimated or introduced into an aquarium are not covered. Tank conditions, water parameters, compatibility with other fish, and acclimation methods are beyond our control and therefore cannot be guaranteed.
ADDITIONAL CONDITIONS
• Shipping costs are non-refundable.
• The guarantee is void if the package is delayed by the carrier or if delivery is missed on the first attempt.
• Fish must be properly acclimated to their new aquarium environment.
• We reserve the right to delay shipments due to unsafe weather conditions to protect the health of the livestock.
If at least 80% of your order is available and ready, we will proceed with shipping the in-stock items to avoid unnecessary delays. Any items that are unavailable at the time of fulfillment will be automatically refunded to your original payment method. This allows us to ensure you receive the majority of your order quickly while keeping the process simple and efficient.