Frequently Asked Questions
Everything you need to know about your order and our exotic collection.
How do you ensure the safety of live arrivals during shipping?
We use professional-grade insulated shipping containers, oxygen-enriched water, and seasonal heat or ice packs to maintain a stable environment. All shipments are sent via overnight express to minimize transit time.
What is your Live Arrival Guarantee policy?
We guarantee that all livestock will arrive alive. In the unlikely event of a loss, you must provide clear photos of the specimen in the original, unopened bag within two hours of the recorded delivery time to receive a store credit.
Do you ship to all states in the US?
We ship to most states; however, it is the customer's responsibility to verify local and state laws regarding the ownership of specific exotic species. We cannot ship restricted species to states where they are prohibited.
Can I cancel or modify my order after it has been placed?
Orders can be modified or cancelled within 24 hours of placement, provided they have not yet been processed for shipping. Once a shipping label is generated for live livestock, we can no longer cancel the order.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, and specialized financing options like Affirm for larger equipment or livestock purchases.
How do I acclimate my new fish once they arrive?
Every order includes a detailed acclimation guide. We generally recommend the drip acclimation method over the course of 30 to 60 minutes to ensure the fish adjusts safely to your water parameters.