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About Our Shipping & Packing of Our Live Fish
When Shipping To Customers, Our First & Foremost Concern is Insuring The Health & Wellness of Your Fish. We Have Developed A Shipping System Which Reduces The Stress on Your Fish While In Transit.
Shipping Methods & Options:
We Prefer To Ship Using Overnite Services Through UPS. FedEx Express Overnite Is Also Available.
We Highly Recommend Using Early AM, Standard AM or "HOLD-AT-CENTER" Services Whenever Available So Your Fish Are In Packaging The Minimum Amount of Time Possible.
"End of Day" Services Which May Be 6 to 10 Hours Later Will Stress Your New Fish Unnecessarily.
We Will NOT Ship USPS Express Mail As It is Too Unreliable For Delivering Fish Alive.
We Ship Only Within The Continental US!! Sorry, Shipping To Hawaii or Alaska Not Available.
We Strictly Do NOT Export Outside The United States!!
Overview of Our Shipping & Packing Method:
• Starting About 24 Hours Before Shipping, We Begin To Withhold Food From The Fish.
This Helps Flush The Fish's System Which Alleviates Travel Sickness & Reduces Ammonia Build-Up.
• To Avoid Any Extra Holding of the Fish In Packaging, Orders Are Packed Late In Afternoon on the Day of Shipping. Packed Orders Are Immediately Taken To Shipper Center Which Is Just Minutes From Our Farm.
• Proper PH Water Treated with A Light Sedative Is Placed in Double (Or Sometimes Triple) Layered Thick Poly Bags. The Multiple Layers of Bags Reduce The Chances of Leakage or Punctures.
• After The Fish Have Been Added To The Poly Bags, The Water Level Will Be Set to A 1:3 Ratio with Pure Oxygen Pumped Into The Bag. To The Average Person The Water Level May Seem Low.
However, The Higher Level of Oxygen is Necessary To Sustain The Fish While They Travel.
Our Experience Shows That This of Level Water, The Higher Percentage of Oxygen & The Very Mild
Sedative Will Keep The Fish Calm During Their Travels & Prevents Struggling or Excessive Thrashing.
• Once The Fish Are Poly Bagged A Double Seal Closure is Added For Water-Tightness . The Bags Are Placed Into An Insulated Foam Carton Which Is Then Placed in A Sturdy Cardboard Box.
• Depending on The Season or Whether The Fish Are Destined for Either Cooler or Warmer
Climates, Heat or Cool Packs Are Included As Standard Issue.
• Detailed Instructions on Properly Acclimating & Transitioning Your Fish To Their New Environment Will Be Included in Your Shipment.
• Our Shipping Boxes Are Properly Labeled with A Declaration of "CONTAINS LIVE FISH" Next To
Address Label.
• We Monitor the Shipping Process On-Line While Your Package Is Enroute To You.
(Actually We're A Little Compulsive About This :o) We Encourage Customers To Contact Us
As Soon As Possible When Package Arrives & Let Us Know How The Fish Have Fared.
We're Always Happy To Provide Customer Support & Are Here To Answer Your Questions or Concerns.
Our ARRIVE ALIVE & DOA Policy
We Guarantee Our Fish To Be Healthy & Disease-Free & We Have Every Precaution To Insure They Will ARRIVE ALIVE When Delivered To You. However, On Occasion, Packages are Lost or Damaged or Fish Have Died or Become Injured During The Shipping Process. We Understand This Is Very Discouraging.
• We Will Do Everything Possible To Resolve The Situation Smoothly & To The Customer's Satisfaction.
• Per The Customer's Request, We Will Refund Cost of Fish Lost, Credit Your Loss on A Future Order or Send Replacement Fish (Buyer Will Be Responsible for Re-Shipping Fee of Replacement Fish). Please Note We Usually Send Extra Fish with Your Order at No Charge. These Extras Are Sent To You With Our Compliments & Are Meant To Buffer Any Possible Losses.
• To Process DOA Claims, It is Necessary for Buyer To Contact Within 2 Hours of Delivery To Report Any Health Issues. We Also Ask Customers To Co-Operate With Delivery Service Agents in Providing Details & Circumstances of Shipments Where Fish Were Injured or DOA (ie, Have Delivery Person Note Box Damaged or If Order Was Delivered Much Later Than Expected). Damaged Boxes Should Be Kept In Case Carrier Service Needs To Investigate Further
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