You may place your order by phone if you prefer, but orders actually are easier, more efficient, more accurate and quicker (and just as safe) placed through the web site. All questions and inquiries are MUCH better handled via email - you will likely get a faster and more concise response to any questions using that method. We strongly encourage your use of email for all correspondence. Phone number for orders is 305-447-1150.


Important! PLEASE READ THE FOLLOWING INFORMATION

Shipping:
Orders are normally shipped via FedEx Standard Overnight. Sorry, but we don't ship outside of the United States.

Shipping Charges:
As shipping rates will vary depending on size (weight) of your order and the shipping distance involved, we cannot give you an exact shipping cost at the time you place your order. After you submit your order, we will evaluate the shipping and packaging costs, then email you with the rates for your approval. In general, FedEx charges will usually start at $30 - $35. After approval, please give us the best day for you to receive your shipment. Please be sure that you will be available on that day to receive and put away the fishes ASAP! Remember that water is heavy and the less time in the bags the better for the fish, therefore the shipping is not cheap.

Payment:
We accept VISA, MasterCharge, Personal Checks, and Money Orders.

Availability:
We try to keep the site as up-to-date as possible, however it is possible that we may run out of an item that is listed on the site. If you order an item that is out of stock, we will let you know when and if we expect it back in stock in the near future. We may also offer some possible substitutions for you to consider. We will not substitute an item without your approval.

Guarantees:
Live arrival is guaranteed. Please be sure to put away your order as soon as possible and follow our recommended Acclimation Procedures (see below). On the rare chance that you receive a dead fish ("DOA"), please email our Customer Service within 24 hours. We will replace the livestock no charge or credit your Credit Card account with any DOA amounts for livestock - WE CANNOT REFUND ANY SHIPPING CHARGES.

We are not responsible for problems if proper Acclimation Procedures are not followed or if there is an excessive delay between delivery of the shipment and the time it is put into your tank.

DOA Claims:
If the unfortunate occurs and you receive a dead fish, email Customer Service within 24 hours after you receive your order so that we can credit your account. We cannot accept DOA claims made after that time. Be sure to tell us the dead item and include your order number. We cannot refund shipping charges.

Acclimation Procedures:
Upon arrival, float the bags in the tank for at least 20 minutes, unopened, to equalize the temperature. Minimize the light.

One of the reasons fish are able to be shipped long distances is due to the fact that the pH in the shipping water drops and the ammonia becomes non-toxic at a low pH. The moment the bag is opened and exposed to the outside air the pH in the water immediately begins to rise and the ammonia becomes toxic. Gill damage and skin burns will occur with the fish. NEVER add any bag water to your tanks! Likewise DO NOT add any tank water to the shipping bags!

Open the fish bags only when you are ready to immediately put them into your tank. Place a large net over the top of a bucket. Open the bag and gently pour the fish into the net. Take the net and release the fish into the tank. Remember to NEVER add any of the bag water to your tank!

Give priority to opening bags that may have been deflated or if the fish appear to be in distress. Even if the fish look like they may be dead, drain off the bag water, and put them into a tank. Leave the tank lights off and you may be amazed how clean water can bring them back to life!

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