Ordering Information and Policies
Here is where you will find all of our ordering information and also a copy of our stated Policies and Procedures that help us maintain our practice. These procedures are put in place to help ensure great transactions. Take a few moments and read over these before you place an order with us, and make sure you fully understand them.
Ordering Information
We will require a few things from you at the time of your order... These are:
1) A valid email address
2) A valid working phone number
3) A valid home address AND shipping address... please specify if the shipping address is different from the home address
Once we have the above said information, we can process your order. All orders are to be pain in full before we will ship them. To place an order, simply email us by using the contact form on our page.
Policies and Procedures
1) Payment is to be made in full via a Cashier's Check or Money Order ONLY. Due to recent account security issues with many US users on PayPal, we do NOT accept PayPal payments. This is for both the account safety of us and our customers.
2) Live Arrival Guarantee : We will offer L.A.G on packages shipped to you via USPS Express or FedEx Overnight ONLY. No exceptions. We will not honor the L.A.G. on packages sent with any second-day method. We do not honor L.A.G. on packages that are delayed due to circumstances out of our control, such as the delivery driver losing the package, driving off of a cliff, stuck in a blizzard or tornado, and so on. If you receive your package in the correct amount of time and there are dead fish(es) in the bag, then you have to send us instant email notification, and provide digital photographs of the dead fish in the bags within 2 hours of delivery time. We have delivery confirmation on each package and know when the package was dropped off. If it sits on your porch for 6 hours and the fish freeze to death, there is nothing we can do. The photographs must be clear and evident that the fish are in fact dead. Also, once you open the bag and put the fish in your aquarium, the fishes health is your responsibility. If you put our fish in your tank and your 15" Oscar eats the fish, we will not replace it. We do not assume any responsibility for our fish in your aquatic environment.
3) We do reserve the right to postpone the shipment due to weather conditions at the last minute or any time during the proposed transaction. We will not ship fish if it is below 35 degrees Fahrenheit outside. We will notify the customer and are aware that this may be an inconvenience, but it is safer for the fish and will help them get there safe and alive.
4) We do not offer any cash refund for purchases. If you have a DOA concern or are unhappy, we will honor a store credit, nothing more. No exceptions.
5) Online Auction Winners - If you win an auction from us via eBay or Aquabid, we will contact you within the first 24 hours of the auction win. You will then have 48 hours (That's a total of three days from auction close) to make payment arrangements and discuss shipping times. All auctions and purchases are required to be paid in full within seven (7) days via Money Order or Cashier's Check. Failure to pay for a won auction will result in negative feedback and/or banning your username from bidding on our fish in the future.
Thank you for taking the time to read this! Since 1999, we have shipped over 500 boxes of fish and have had great success using our methods and procedures! These are set in place to help provide great customer service!