FAQ
FAQ – Frequently Asked Questions
Welcome to our Help Center!
Below are answers to the questions we receive most often from our customers. If you need additional assistance, feel free to contact us anytime.
🛍 About Orders
Q1: How long does it take to process my order?
A: Live fish orders are typically processed within 1–3 business days after payment is received. We do not ship on weekends or public holidays to protect the health and safety of the fish. Orders placed on Friday evenings or during holidays are processed on the next business day.
Q2: Can I change or cancel my order after placing it?
A: If your order has not entered the preparation or packing stage, we may still be able to cancel or adjust it. Contact us immediately at bwkzbibz793@hotmail.com with your order number for assistance.
Q3: What payment methods do you accept?
A: We accept:
• Credit/Debit Cards (Visa, MasterCard, American Express, Discover)
• PayPal
• Apple Pay / Google Pay
• Shop Pay (installments for eligible orders)
Q4: I didn’t receive a confirmation email. What should I do?
A: Please check your spam, junk, or promotions folder. Ensure your email was entered correctly at checkout. If you still can't locate the message, contact us and we will resend your confirmation.
🚚 Shipping & Delivery
Q5: Do you ship internationally?
A: Yes! We currently ship live fish to:
• All U.S. states (including Hawaii & Alaska)
• Canada, Australia, the UK
• Select EU countries
To verify availability, enter your ZIP/postal code at checkout or contact us directly.
Q6: How long does shipping take?
A:
• Standard U.S. Shipping: 3–7 business days
• Expedited U.S. Shipping: 1–3 business days
• International Shipping: 7–21 business days (varies by destination/customs)
Live fish are shipped using industry-standard insulated packaging with heat or cold packs depending on season.
Q7: How do I track my order?
A: Once your order ships, you will receive an email with your tracking number and a link to track the package. You can also log into your account to check order status.
Q8: My package says “delivered,” but I haven’t received it.
A: Please check the following:
• Was the package accepted by a neighbor or front desk?
• Was it placed near your garage, porch, or parcel locker?
If you still cannot find it, contact us immediately so we can assist and coordinate with the shipping carrier.
🔁 Live Fish Arrivals, DOA & Refunds
Q9: What is your live arrival guarantee?
A: We offer a Live Arrival Guarantee on all fish. If a fish arrives deceased, please send clear photos of the fish in the unopened bag within 2 hours of delivery to bwkzbibz793@hotmail.com. We will issue a replacement or store credit.
Q10: Can I return live fish?
A: Due to the sensitive nature of live animals, we do not accept returns on live fish unless there was an error on our end.
Q11: What items are non-returnable?
A:
• Live fish (except covered DOA cases)
• Opened or used aquarium supplies
• Custom orders or special-request livestock
• Clearance or final-sale items
Q12: When will I receive a refund or credit?
A: After reviewing your DOA claim or applicable return request, refunds or store credits are typically issued within 5–10 business days.
🛡 Fish Care, Quality & After-Sales Support
Q13: What should I do if my fish arrives stressed or lethargic?
A: This is normal after shipping. Please acclimate the fish slowly using the drip method and dim the lighting for the first 24 hours. If concerns persist, email us with photos or videos.
Q14: How do you ensure the health of your fish?
A: All fish undergo a quarantine and observation period before being listed for sale. We carefully monitor water parameters, feeding behavior, and overall health to ensure strong, stable fish.
🧾 Other Questions
Q15: Do you accept discount codes?
A: Yes! Enter valid promo codes at checkout under “Discount Code.” Some promotions may not be combinable.
Q16: Can I send an order as a gift?
A: Yes—fish can be shipped as a gift as long as the recipient is aware and prepared to receive a live-animal shipment. Gift options are available at checkout.
Q17: How can I contact you?
A:
📧 Email: bwkzbibz793@hotmail.com
📍 Address: 6780 W 2nd Ct apt 404, Hialeah FL 33012, United States
We aim to respond within 24 hours.