Below you will find our most Frequently Asked Questions and their respective answers. If you have a question which we have not addressed below, please contact us and we will do our best to help!
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Q: From where do you source your fish?
A: Most of our fish are imported from Europe (Czech Republic, Netherlands, Germany) and South America (Brazil, Peru and Colombia). Fewer are imported from Central America, and even fewer still are imported from Indonesia. We only deal with one asian exporter located in Indonesia, and this Indonesian source is owned and operated by our Dutch exporters located in Netherlands.
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Q: Are the fish you sell quarantined prior to being sold?
A: Yes, but that's not all! When livestock is received, it is quarantined for 10 days and is treated in-house by our staff, even if it was previously treated in the field after collection. Our most commonly used medications are Erythromycin, Ich-X and Metro, although we also rely on other medications in our arsenal. We only ship healthy, robust fish that have passed our rigorous quality control checks
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Q: How are my fish packed to ensure that I receive them in good shape?
A: We have been shipping fish for many years and we are truly experts at it. All fish are inspected mutiple times daily for health and quality. Your fish are pulled and packed into new 3-mil thick plastic bags that have been filled with fresh, clean water and pure oxygen. These bags are heat-sealed closed so that they will not leak any oxygen or water during their trip to you. Also inside of each bag, we add a small piece of foam-like material. This is called an Ammonia Eater, and it is made of a non-toxic material that absorbs and sequesters free ammonia in the water to ensure your fish arrive in great shape. Fish bags are always loaded into insulated fish boxes which are matched with the weather in your area. Heat packs and ice packs are always provided free of charge whenever they are necessary. All fish are covered by our DOA Protection Guarantee.
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Q: How does the DOA reporting process work?
A: It is very simple. When your order is delivered to you, open the box immediately and inspect all of your fish. On the off-chance that a fish has died during transit, all you have to do is lay the bag containing the dead fish on a tabletop and with a cell phone camera, take a clear photo of the dead fish which is still sealed in the bag that it was shipped to you in. Next, within 2 hours of receiving your order, you must send us an email or use the 'Contact Us' form on the front page of our website to let us know that one of your fish was received DOA. Within 24 hours we will respond and ask you to kindly supply us with the photograph you took. Provided your claim meets our Terms & Conditions, we will then credit your account with the amount of money you paid for the DOA fish.
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Q: Why are customers given only two hours to report a DOA fish in their order?
A: This policy may seem strict, but it is necessary to prevent customers from ordering Live Fish to be delivered at their homes only to leave them sitting out on the doorstep for hours in the burning heat or in the freezing cold after delivery. Customers must be present to receive their fish which they have ordered for delivery, otherwise the Live Fish in the order are at great risk. If a customer cannot be present, then they must make arrangements to have someone present at the delivery address and who can receive the order, and open the box to check the fish immediately upon receipt. Any fish received DOA in any customer order must be reported to us within two hours of receiving the Live Fish order, no exceptions.
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Q: Do you accept paypal? Can I use Venmo to pay, or another electronic transfer method to pay for my order?
A: No. We only accept payment through our website via credit card, bank card or by 'check card'. We can also send an electronic invoice directly to a customer so that they can pay for their order directly from their email account, but even then we only accept payment via credit card, bank card or by 'check card'.
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Q: I am looking for a very specific animal to keep in my tank. Can you help me find it?
A: Yes! We have an awesome list of suppliers and we are likely to have access to what you are after. But please be forewarned: If you are looking for something truly odd, we may require that you purchase a minimum quantity before we are willing to import them into the country for you.
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Q: I don't live in the US. Do you ship internationally?
A: No. We import fish from abroad and then ship them to US-based customers only.