Frequently Asked Questions

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Your Policy states that Dead-On-Arrival (D.O.A.) Animals received via UPS or FedEx must be reported within 2 hours of receipt of the package. Why are customers given only 2 hours to begin the D.O.A. process?

A major problem with Live Animal shipments are customers who do not receive the shipment and instead allow the carrier to leave it on their doorsteps for hours, sometimes in burning hot or freezing cold conditions. In this scenario, Live Animals often perish in very little time. Live Animals delivered via UPS or FedEx which are received Dead-On-Arrival must be reported within 2 hours of receipt to prevent customers from leaving Live Animal deliveries on their doorsteps in extreme weather conditions.

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Your Terms & Conditions state that Live Animal shipments delivered with USPS are not guaranteed or warrantied in any way against D.O.A.s – Why?

While we are fans of the United States Postal Service, they are not equipped to handle parcels containing Live Animals because of the sheer volume of letters, parcels and more which they handle daily. We also have very limited options in contacting USPS if something goes wrong with a Live Animal shipment; in nearly all cases, there is no way to track down a lost or delayed shipment of Live Animals, and of course with Live Animals the clock is ticking and every moment matters! Because risk is significantly higher when shipping Live Animals with USPS, we are unable to guarantee them against Dead-On-Arrivals and any claim made to us when USPS was used will be denied.

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If USPS isn’t suited to deliver Live Animals, then why do you offer it as an option at all?

We are located in the State of Washington and depending on where you are located and what you are ordering, USPS may be a viable option for you based on your local USPS Post Office’s performance. For instance, if you are also located in Washington State and wish to order Mystery Snails or Freshwater Neocaridina Shrimp, then USPS could be a good option for you if your local Post Office is reliable. With all things considered, we still cannot know if your local Post Office or Carriers are reliable and as such, any customer ordering any Live Animals from us and who choose USPS as the Delivery Option and Carrier are assuming all risk and responsibility for the well-being of the Live Animals in the shipment, and under no circumstances will we provide any sort of warranty or guarantee to the shipment, including but not limited to our Dead-On-Arrival Coverage.

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If you ship via UPS, FedEx and USPS, is there any difference in the boxes, packing materials and the way that you pack Live Animals between the two carriers?

No! It does not matter which Carrier and Delivery Method you choose; we pack all our Live Animal shipments in exactly the same fashion. We use only the best custom factory-made insulated fish boxes and employ the finest 96-hour heat packs and gel ice packs depending on the weather in your area. No matter the Carrier or Delivery Method, we always take the time to package your fish in pure, clean water and we always fortify Live Animal bags with pure oxygen before double-bagging and heat sealing them all together. We take great pains when we pack customer orders!

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How can I read your Terms and Conditions?

At the top of the homepage of https://redfishbluefish.shop there is a hyperlink which reads “Terms & Conditions” and, when clicked, brings you straight to our Terms and Conditions of Sale of Goods Agreement; this agreement is immediately in effect anytime an online order is made. Additionally, anytime an order is made online through this website, customers must tick a checkbox during checkout agreeing to our Terms and Conditions. It is also during this checkout process that customers can view our Terms and Conditions of Sale of Goods Agreement.

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I placed an order for Live Animals. Can you hold my order for me and ship it on a specific date?

This is not possible. We ship a large number of Live Animals and adding a 'hold service' for orders would drastically increase the complexity of our logistical operations. Live Animals always ship Monday, Tuesday or Wednesday and we always send orders out as soon as possible, always taking into account the weather and known shipping delays due to events beyond our control.

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Can you order specific fish from Europe or elsewhere for me?

In most cases, no. We deal in huge volumes of fish, and unless you are willing to purchase in advance large numbers of whatever it is you are looking for, then there is no feasible opportunity. What’s more, these sorts of purchases don’t fit our facility, our schedule, or our business model.

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I just placed an online order. When are my fish going to ship out to me?

We ship Live Animals out to customers on a "buy this week, ship next week" basis. Each week, the cut-off for shipping is Sunday, 12 Noon Pacific US Time. For example, orders placed this week (up until Sunday, 12 Noon Pacific US Time) will ship next week on Monday, Tuesday or Wednesday. We move a large volume of Live Animals, and so we cannot possibly predict when your particular order is going to leave our facility. We always send orders out as soon as possible.

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I am a local fish breeder and I’m interested in selling some of my stock. Are you interested in purchasing tank-bred fish from domestic breeders?

Yes! We work with a small handful of breeders and we are always happy to consider your fish to be added to our lineup. Feel free to contact us and ask if we are interested in your tank-bred animals.

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How does your D.O.A. Claim Process work?

If your Live Animal order delivered via UPS or FedEx contains Dead-On-Arrival animals, simply contact us through our website within two hours of the registered delivery receipt of the package with your name, order number and a brief summary of what you are claiming. We will respond as soon as possible via email and will request photographs of the Dead-On-Arrivals Animals still heat-sealed in the bags which they were shipped to you in. Please note that coverage applies to animals received Dead-On-Arrival only. All claims that comply with our Terms and Conditions will be honored.

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What sort of packing materials do you use to protect my investment during shipping?

All Live Animals are fasted for a minimum of one day and are then double bagged in clean water. The bags are filled with pure Oxygen before being double heat-sealed. Then, they are placed into an insulated fish box. Each of the panels on our heavy-duty fish boxes are made from 1 pound density polystyrene and range from 3/4 to one inch thick. In normal conditions, bagged fish are placed into the insulated fish box with packing material, and heat packs or cooling packs are placed at the top of the box. The box is then sealed tightly and sent on its way. In extreme heat or extreme cold situations, we also employ a Temp-Lok Temperature Control Bag inside of the insulated fish box. These Temp-Lok bags resemble space blankets but they contain tiny air-filled sacks between the layers of reflective material which provides superior additional insulation for your fish as they make their way to you.

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I purchased Live Animals and selected UPS Next Day Air or FedEx Priority Overnight for the delivery service but I received my Live Animal order a day late. Am I entitled to a shipping fee refund?

When you order Live Animals and select a carrier and delivery method, the money you pay for shipping is forwarded to that carrier for the delivery services you selected. We no longer possess the funds you paid for shipping services because they have been forwarded to the carrier. As such, under no circumstances will shipping fees be refunded by us because we no longer possess the funds. You may contact the carrier to request a partial or full refund if you wish.