Frequently Asked Questions
Everything you need to know about shipping, care, and our live arrival guarantee.
How do you ensure the safety of live fish during shipping?
We use professional-grade insulated boxes, oxygen-injected bags, and climate-control heat or cold packs depending on the season to ensure your fish arrive in peak condition.
What is your Live Arrival Guarantee policy?
We guarantee that all livestock will arrive alive. In the rare event of a loss, you must provide a clear photo of the fish in the unopened bag within 2 hours of the delivery timestamp for a store credit or replacement.
Which shipping carriers do you use?
We primarily ship via UPS Next Day Air or FedEx Overnight to minimize transit time and prioritize the health of our aquatic life.
Can I cancel my order after it has been placed?
Orders can be canceled within 24 hours of placement as long as they have not yet been processed for shipping. A 10% restocking fee may apply to cover merchant processing costs.
Do you offer international shipping?
Currently, we only ship within the continental United States due to the complex permits and transit times required for international live animal transport.
How should I acclimate my new fish?
We recommend the drip acclimation method over a period of 45-60 minutes to safely adjust your new fish to your aquarium's specific water chemistry and temperature.