Many factors may result in failure to grow live aquarium plants and fish such as environment, planted substrate, temperature, lighting, water parameters and CO2. Please contact us for any questions or concerns regarding the care of our products.
All live products ship on Monday’s, Tuesday’s, and Wednesday’s to ensure a safe and timely arrival. Any orders placed on Wednesday-Sunday will ship out on the following Monday unless notified. If any items run out of stock you will be notified and given the option of a refund or we will provide an estimated shipping date. In most cases if we run out of stock on an item during the week we will be able to ship the following Tuesday. Please make sure your shipping address is entered correctly. We ship to the address you provide and we are not responsible for any orders going to the wrong address due to wrong information. For any special requests, please leave a message in the buyer’s notes so our shipping team fulfills your order correctly.
We guarantee live arrival on all of our products. If you suspect any issues with your order upon arrival we must be notified within 4hrs of delivery to assist with saving stressed fish or verify DOA. Shipping is very stressful for all livestock and fish must be attended to right away. In a rare case that your livestock is dead on arrival, please take clear photos of the product and send it to us. Once we have the clear photos, you may choose a replacement or a refund for the lost items. Failure to follow our policy will result in no replacement or refund.
* COLD WEATHER*
Please reach out to us if your local temperature is under 50 degrees.
In the event of your local temperature being below 50 degrees, we can have your package held at a local pickup facility or must upgrade your package to overnight shipping. In these events, we will generate a label and contact you with the earliest safe shipping date.
Do Not Float Shipping Bag in Aquarium!
Do Not Net Fish!
Pour entire contents from the shipping bag into a clean fishsafe bucket. (Should be able to hold 3-4 times the amount of water shipped with the fish.)
Add an appropriate amount of a stress relieving, ammonia reducing, and slime coat protective product such as Stress Guard by Seachem.
Start a siphon using an airline tube from the aquarium they are going into, to the acclimation bucket the fish are in.
Set the drip rate to 1-2 drips/second using an inline valve or tie the airline tube in a knot if a valve is not available. (Siphon kit is available as separate listing).
After about 1hr increase the drip rate by 1-2 drips/second
When the volume of water in the acclimation bucket gets close to the top, discard 1/4-1/2 the water in the acclimation bucket.
Repeat steps 5 & 6, 1 time for every .2 change in PH from the shipping water to the aquarium water. (Shipping water PH = 8.5) If your aquarium water is 7.5 the difference is 1.0 (1.0/.2 =5 hrs of acclimation)
On the last time discarding water from the acclimation bucket drain the bucket down to a point where the fish just has enough water to cover its body.
Sit the shipping bucket sideways into the aquarium and allow the fish to freely swim into the aquarium.