Guarantee & Shipping


Guarantee:

All fish sold come with a 5 day stay alive guarantee (unless specifically stated, marked as "Expert Only" or specimens exceeding $500). 

Specimens must be taken care of properly for the guarantee to apply. The guarantee is void if the package is not accepted on the first attempt by delivery personnel, or if there is any clear physical damage inflicted on the specimen's body.

If a specimen dies within the time frame of the guarantee, we will replace it minus shipping costs if it's in stock. If out of stock, the customer will be given a refund for the amount of the item purchased. Shipping cost will not be refunded. The shipping cost is the actual label price, this information will be provided by request.

If an animal is either marked "Expert Only" or individually costs more than $500, the 5 day stay alive guarantee is void. In any case, we still guarantee that the specimen will arrive alive and in good condition. In the case of a DOA of a restricted item, please contact us within one hour of receiving the shipment. Do not open the bag if the specimen is DOA. We require clear photos of the specimen still in the bag, and may request a video. 

Although we are diligent about our quarantine, we are unable to guarantee our livestock to be 100% disease free. There are simply too many factors in place. Because of this, we recommend that all new additions be quarantined prior to being introduced into a display aquarium. 

*Policies are subject to change without notice 

 

Note: If your package is being held at a FedEx center for delivery, the package must be picked up within 2 hours of becoming available (ready by 10:30 am) or the arrive alive guarantee is void. 

 

Return Policy:

There is a 10% restocking fee for orders canceled before shipment. Orders already shipped cannot be returned and must be accepted at the time of delivery. Refusal of delivery after shipment will void the "live arrival" guarantee and/or void any refund of that particular order. 

 

Shipping:

Tide Pool Aquatics ships across the continental US. We offer a flat rate shipping cost of $35 for CA residents and $45 for out of state customers. Orders over $350 ship free in CA, and orders over $450 ship free out of state! To ensure optimal quality and care, each order is personally prepared, packed, and mailed by the owner, Blake Lewis. 

We ship Monday, Tuesday, and Wednesday, of each week. Orders being delivered to an inadequate temperature range or exceeding $500 may require a signature at the time of delivery, or be sent to your local FedEx ship center.  

You will be contacted after your order is placed to schedule shipment, or you can leave your preferred shipment date in the order comments. We will not ship until we have confirmation from the customer and there is adequate weather for shipment.

 

Local Delivery:

For local customers in Los Angeles CA, we have pickup and free delivery options. Please contact us to see if you're eligible for free delivery or to schedule a pickup. Local delivery and pickup are available on Thursday, Friday, and Saturday of each week.

 

Shipping Materials:

We are proud to be using Eco-Enclose boxes and packing materials for all of our shipments! These boxes are made with 100% recycled cardboard. No new material! Unfortunately, there is no current alternative to the plastic shipping bags we use to pack fish. We kindly ask that you recycle those materials.