All fish sold come with a 5 day stay alive guarantee (unless specifically stated/marked as restricted).
Specimens must be taken care of properly for guarantee to apply. Proper acclimation must be photographed* and saved in the case of a claim. The guarantee is void if the package is not accepted on the first attempt by delivery personnel.
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 receive store credit for the amount of the item purchased. Store credit may not be used for shipping expenses. We will not guarantee livestock subjected to stress from aggressive co-inhabitants.
If an animal is either marked restricted guarantee 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. In the case of a DOA* of a restricted item, please contact us within two hours of receiving the shipment. We require clear photos of the specimen out of water, laying on a paper towel and may request a video.
*Drip acclimation, dim lighting
*Dead on Arrival
Note: If your package is being held at a Fedex center for delivery, the package must be accepted within 2 hours of becoming available (usually by 10:30am) or the arrive alive guarantee is void.
Tide Pool Aquatics ships across the continental US. Because we are a small company, shipping has proven itself to be one of the biggest obstacles. Nonetheless, our shipping is affordable! 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, Wednesday, and Thursday of each week. We cannot hold an order for more than 72 hours. Orders being delivered to an inadequate temperature range or exceeding $500 may require signature at 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.
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. Absolutely 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.
There is a 10% restocking fee for orders canceled before shipment. Orders already shipped cannot be returned and must be accepted at time of delivery.