Shipping Policy
1. Order processing and delivery time
Regular shipping time: After the order is confirmed, it will be shipped in about 15 days.
Overtime Order Processing: Orders placed after Wednesday morning will be delayed until about 20 days.
Special Circumstances Delays: Extreme weather may cause delays in the transport of live animals.
Legal Restrictions: Some fish can only be shipped to states where permitted by law, and orders may be cancelled if the order is incorrect.
2. Mode of transportation and scope of services
1. Details of the shipping method
Method: Service Features: Applicable Scenarios
UPS/FEDEX Next Day Delivery Next Business Day 10:30am-12pm, suitable for regular orders. Most of the regular fish transports.
Southwest Freight supports same-day or next-day pickup at the freight point for large or high-value orders. Transportation of large quantities or valuable fish.
2. Scope of delivery
Domestic Delivery: Continental U.S. only (including Hawaii, valid license required), no Puerto Rico, APO, PO mailbox or forwarding address.
International Shipping: International shipping is not supported at this time, but it can be shipped to addresses along the U.S.-Canada border (import license required).
Winter Restrictions: Shipments may be refused during the colder months when the destination temperature falls below 20°F or exceeds the one-day delivery range.
3. Death of a Living Arrival (DOA) policy
1. Refund Rules
Full refund: 100% refund (excluding shipping costs) if the fish dies on arrival.
Timeliness for refunds: Refunds may take up to 5 business days to arrive.
2. Inadmissibility of claims
Incorrect, invalid or incomplete delivery address (based on the order confirmation email address).
Claims were not submitted within 2 hours of the first delivery (1 hour in winter).
The photographs provided do not clearly show the living condition inside the original packaging.
Fourth, transportation details and packaging process
Shipping standard: $49.99 for customers in Oregon and Washington, and $59.99 for other states (both UPS Next Day Air Freight).
Packing Steps:
After confirming the health of the fish, the fish are fished, packed into an oxygenated bag and placed in the filter media, and double-sealed.
Place in a carton lined with absorbent paper and insulating foam, and add a heating pack as needed (free of charge).
The team triple-checked the species, health status and appearance to ensure the safety of transportation.
Transit time: The whole journey takes about 16 hours, and it will be delivered on the next business day.
5. Handling of transportation abnormalities and special needs
Delayed delivery: If the package is delayed due to mechanical failure, weather, etc., the logistics monitoring team will re-plan the route; The live-to-live guarantee is only valid if the package is delivered on the UPS estimated date.
Delivery by date: A few days in advance of a specific date is required to schedule an order.
Extreme weather: If the weather at the origin or destination is unsuitable, we have the right to postpone the shipment to a suitable date.
Convention Delivery: Delivery to convention centers or hotels (subject to advance notice and restrictions), on-site delivery is not available.
Transportation insurance: insurance can be purchased (additional cost), if the package is overdue and the fish dies, you can be compensated with proof of evidence; If you do not purchase insurance, you will not be liable for overdue losses.
6. Key precautions
Address accuracy: When placing an order, be sure to confirm that the address is correct, and the system will not modify it after automatically generating the waybill.
Statute of limitations: DOA claims must be submitted within 1 hour in winter and 2 hours in other seasons.
Packaging requirements: Claims must be supported by clear photographs of the fish in the original packaging.
Through the above policy, the merchant aims to ensure the safety of live fish transportation and clarify the after-sales responsibility, and it is recommended to carefully check the address, delivery area and weather conditions before placing an order.