Shipping Information
Dry Goods Shipping (Fish Food, non-fish items):
Whenever possible, we suggest shipping dry goods via the U.S. Mail first class or priority to save our customers money. We have found that they simply deliver faster and cheaper. Our high quality, U.S. made fish food can be shipped cheaply through this method, probably for less than the gas it takes you to go to the pet store, and it arrives directly to your door. Better quality. Lower price. Very convenient.
Livestock (Live Fish) Shipping:
We attempt to accomodate our customers with a variety of shipping options through Southwest Airlines, Fed Ex, and the US Postal Service.
SHIPPING VIA SOUTHWEST AIRLINES
We now offer shipping through Southwest Airlines. Shipping through the airlines is fastest and often the most economical way to have your fish shipped. Since the airlines ship price is generally the same price for one box as it is for several, it makes sense to order quantity. Depending on the destination, fish usually arrive the same day, within hours. SHIPPING VIA THE CARRIERS
If you have an account, we are happy to use it. We will ship USPS Express Mail when appropriate, as it offers a cost savings over the standard carriers. Rates vary based on size of the order and your location. Please be aware that USPS Express Mail is not always a guaranteed overnight service, but is two day to some destinations. We will let you know when we quote your order. We only ship via the standard carriers on Monday or Tuesday to prevent problems should a delay occur. If you are using a premium service, such as FedEx Priority AM Delivery, exceptions may be made. A signature will be required, so someone will need to be at the location to receive the fish. WE FILE A CLAIM FOR YOU. Should your fish arrive past the quoted time period on the shipping receipt for your paid postage, we will file a claim on your behalf and return to you the money you paid the carrier. If you wish to file a claim yourself, let us know. If your fish do not arrive at the Estimated Time of Arrival (ETA), it is your responsibility to notify us within 2 hours of the missed ETA. INSURANCE Returns: Customer satisfaction is our goal. We take pride in our professional delivery of high quality African cichlids. Fish are bought and sold in this manner every day. Problems are very, very few.
Due to the nature of our products, returns are not possible under any circumstances, and generally are not economical. Should you find you wish to get rid of a fish, try contacting your local fish stores and aquarium clubs, or online venues like Aquabid and trading posts to sell your fish. You may even find you get more than you paid, because the larger a fish gets, the more it is worth.
DOAS (DEAD ON ARRIVALS) We do everything we can to prevent losses. On most orders, we include additional fish to cover any losses. The quantity of fish we include is based on the quantity and value of the fish you order.
When we include extra fish, we do not issue any DOA credit or refund. We cannot cover DOAs related to shipping problems or problems with customer transfer to tanks, improper tank setup at customer site, etc. If extra fish were not included in your order, the following procedure must be taken to make a claim with us: Notify us via email of the problem immediately on receipt, up to 2 hours after. If you don't notify us, we will assume everything arrived fine. You must take clear pictures BEFORE you open the bag, clearly showing the dead fish, not just cloudy water. The pictures should then be emailed to us within 6 hours. Salted and dried fish may be requested in some cases. Credit will be given on your next order.