Shipping & Returns

Last Modified: March 5, 2017

Most orders are packaged and shipped within 2-3 business days. Delays should be expected to prepare live animals for shipment; and can delay your order up to an additional 3 days. While all non-perishable items can be shipped internationally, live or highly perishable products can only be shipped to the United States. Should an order be placed for highly perishable items to non-USA addresses, that portion of the order will be cancelled and refunded less any charges incurred when processing the payment.

Shipping Charges

Shipping charges are calculated during the checkout process. We use both UPS, Fed Ex and USPS as our carriers.

Estimated Transit Time Below is the estimated transit time required by the different service levels:
 

Days in Transit UPS/Fed Ex Service USPS Service Recommended For
1 Day Guaranteed Next Day Air None Live Fish, Invertebrates and Plants with LAG.  Frozen Foods
2 Day Service 2 Day Air Priority Mail Express Live Fish, Invertebrates and Plants with LAG.  Frozen Foods
3 Day Service 3 Day Select Priority Mail Live Fish, Invertebrates and Plants with LAG, unless otherwise indicated.
7-8 Day Ground/ Fed Ex Home USPS Retail Ground All non-perishable products

 


Shipping Guarantee

Live plants, animals and other highly perishable items must be shipped via 2-day or faster service to be guaranteed, unless otherwise indicated.  Some areas can use a 3-day service only when the carrier can guarantee delivery within 3-days and only with medium to juvenile sized fish or invertebrates. Surface deliveries often take a week or longer and most plants, animals or highly perishable products will not survive this extended transit period.

We guarantee delivery to the address given at the time of order. Should there be any errors in the shipping information all guarantees will be voided. Address must be valid for the carrier selected. For example, shipping to a post office box through UPS.

A non-refundable $25 interception fee will be charged for each package that requires a correction. We will use these funds to cover expenses incurred with the carrier to redirect a package while in transit. There are no guarantees that a package can be rerouted by the carrier, only that the attempt will be made.

Non-Delivery or Damaged in Transit

Should your package not be delivered or arrive in a damaged state, a claim will need to be filed with the carrier to recover the charges for the lost goods. We can only provide the tracking number the carrier has provided to us. All items arriving in unsatisfactory condition will be replaced so long as the additional shipping and handling charges are paid, or a credit issued that may be used on a future order.

Deceased Live Animals

Our guarantee can only be extended to the point of first delivery attempt. We require a photograph showing the deceased animals in their unopened shipping bags within one hour of the first delivery attempt. Failure to contact us within this time frame or when delivery is made on a second or later attempt will void all guarantees.

Fulfillment Errors

Please notify us within 24-hours of delivery of any packaging errors. We will make every attempt to right our mistake or will refund that portion of your order.

 

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