Q: How soon after my order is placed do you ship my fish?
A: Before shipment, we quarantine all fish for at least 24-48 hours. During this period, we closely monitor the fish to make sure they are healthy. We also do not feed them during this time in order to 'clean out' their digestive system and limit their ability to soil the water. This lessens the chance of fish dying in transit due to poor water quality. Once the quarantine process is completed, your fish will then be packed and shipped via UPS Next Day Air on the next Monday, Tuesday, Wednesday or sometimes Thursday (depending on your location) - whichever comes first. In most cases, we do NOT ship Friday or Saturday as these days are quite busy for UPS and we do not want to risk on-time delivery.
Q: What shipping carrier do you use?
A: We ship via UPS.
Q: How do you pack the shipment?
A: Fish are packed in insulated boxes, with clean water and pure oxygen. Heat packs or cool packs are added at no additional cost when necessary. We have had extreme cases where packages have been delayed and still survived. While we would never intentionally put our fish in that situation, delays are sometimes inevitable. For that reason, we take the utmost care in how we package our fish. View full description of the process we use to pack live fish for shipment.
Q: How do I receive my fish from The iFISH Store if I live in another state?
A: Once your fish order has been prepared for shipment, you will receive a tracking number by email. We package them with pure oxygen and pack them in insulated boxes. It is best to have someone home when the fish arrive, so that your package does not sit outside your door in the hot or cold weather.
Q: What type of tank preparation do I have to do for the fish that I've ordered?
A: Once you have done your research on the fish that you want to buy, you need to make sure that you have the proper environment for your fish to live in. That means having a healthy, cycled tank for them to go into. It is good to have a spare tank set up, so you can acclimate your fish to your water before adding them into a community tank. Always use aged aquarium water with healthy bacteria in it.
Q: I just received my fish and they don't look like the pictures on the website. Why?
A: Most pictures are taken with adult fish who are showing their maximum color and size potential. Any fish that was just shipped will be stressed. Allow a day or two (or occasionally more) for the fish to acclimate to their new environment - their color will return. This stress can also affect a fish's appetite. They may not eat for the first day or two. Be careful to not over feed during this period, as uneaten food will rot and diminish the water quality.
Q: Some or all of my fish arrived dead - what do I do?
A: In the unlikely event that you receive a perished fish, do not worry. You can choose to receive a refund or receive a credit on your next order. In order to receive a refund or credit:
- We require a clear picture of the fish within 2 hours of the first delivery attempt. Email the photo to us at: firstname.lastname@example.org. The email must be sent within TWO HOURS of receiving your fish.
- You also MUST give us a call within two hours of receiving your package at 516.524.6423 to inform us of the issue.
- In order to receive the live arrival guarantee, you must be home to receive your fish. Packages that miss their first delivery attempt must be obtained on a second same-day delivery attempt or collected from the shipping facility on the original delivery date. Packages that are obtained the day after the original delivery date will not be covered under the live arrival guarantee.
- We do not refund shipping costs.