Customer Services

Payments:

•    We accept all major credit cards (Visa, Amex, Discover, Master) and Paypal, including over the phone and internet orders.  
•    We do not accept checks or money orders.
•    There is a 10% restocking fee for return items and the buyer will assume shipping costs.   

Shipping:

•    We ship fish Monday through Thursday, with USPS overnight delivery.
•    We typically quarantine our fish for 48 hours prior to shipment. For example, an order placed Tuesday for live fish will be shipped Thursday for Friday delivery. Waiving this procedure will void the live arrival guarantee.  
•    All orders are processed the following business day. Dry goods and coral will also ship the following day.

Dry Goods:

•    There is 30 day return period for dry goods.  Products must still be in original packaging in order for any refund or exchange to be issued.  
•    In addition to our store return policies, applicable manufacturer warrantees also apply.
•    For damaged or broken items it is required to make note of the details of the incident, so that a claim may to be started with the shipping company.
•    For broken or damaged items (shipped), a picture must be taken of the damaged box, another with the item still in the original packaging, and a photo is to be taken of the item outside of the packaging as well (3 photos).   
•    There is a 10% restocking fee for non-damaged return items and the buyer will assume shipping costs.   

Live Goods (store front):

•    There is no live stock guarantee.  Live goods are not returnable the moment you walk out of the store.  This strict policy was created by the owner, who has been a hobbyist for numerous years, and has deemed this to be a fair policy for rational, and reasonable people.
•    Any issues must be brought up with the owner.  The employees of this facility have no authority to honor or issue any refunds or credits on livestock.  This is due to the high degree of risk associated with keeping perishables.   We thank you for your understanding.    
•    That being said, it is our goal to keep happy customers and establish long relationships with our customers, so please voice any questions and/or concerns with us.

Live Goods (shipped):  

•    For all online orders there is a live- arrival guarantee.  All items must be signed for and received on the first attempt of delivery.  Voiding the signature release will also void the live arrival guarantee.  
•    In case of late deliveries due to shipping company errors, timely documentation and notification must be made to myself and the shipping company in order to begin a claim.  
•    We prefer to ship live goods with USPS, but will also make exceptions for customers with a preference.    For shipping destinations that do not qualify for overnight shipping with USPS, there is an overnight , end of day arrival option with UPS, however, extra charges will apply.
•    For DOA’s or other shipping incidents the following steps must be taken. 1) A picture of the fish still inside the bag must be taken.  2) A picture outside of the bag, preferably on the styrofoam, must be taken.  3) A picture of the fish with the tail cut off must be taken  (3 photos minimum, the more the better).  We must receive all photos within 2 hours of arrival.   All details of the incident must be noted (e.g. leaks, damaged packaging, lack of heat pack).  Fish should be acclimated properly, regardless of how they look.  Our flowerhorns are often sedated during shipping and may appear to be dead, however, they should be acclimated and will rebound after a short while.
•    For coral claims the following steps must be taken.  1) A picture of the animal must be taken still in the original packaging.  2) A picture must be taken of the animal outside of the packaging, preferably on the styrofoam  (2 photos minimum, the more the better). Corals that qualify are those with severe (at least 60%) browning, bleaching, receding, necrosis.  We must receive all photos within 2 hours after acceptance of the package.  All details of the incident must be noted (e.g. leaks, damaged packaging, lack of heat pack).   

Returns:

•    There is a live arrival guarantee on live goods.  However, all items must be signed for and received on the first attempt of delivery.  Voiding the signature release will also void the live arrival guarantee.  
•    In cases where live arrival is not a success, replacement or store credit equal to the value of the product, will be issued.
•    There are no returns of live goods.
•    For dry goods returns, there is a 10% restocking fee and the buyer will assume shipping costs.   
•    There is 30 day return period for dry goods.  Products must still be in original packaging in order for any refund or exchange to be issued.  
•    In addition to our store return policies, applicable manufacturer warrantees also apply.

*see the Live Goods and Dry Goods section for further information


Images:

•    All photos taken are neither edited nor "photoshopped".  
•    Lighting specs are mentioned under their correlating category sections.
•    It must be understood that photos do not always reflect the same image as a particular item when viewed in person, as compared to the photo; either to it's benefit or detriment depending on the item.  It should also be understood that livestock portrays different coloration under different water parameters, and varying stress levels.  
•    Only items in the WYSIWYG of corals and Flowerhorn categories are actual what you see is what you get photos.   Photos under all other sections are stock only (but will represent the same species and a similar specimen).  Exact specimen photos may be requested under all categories, however.   

Our aim is to provide our customers with healthy and vibrant livestock.  We encourage customers to address any concerns and questions without hesitation.