Shipping
When will my order ship out?
We ship orders Monday and Tuesday. All orders placed after 6 a.m. CST Tuesday will be shipped out the following week. We do this to prevent your package from getting stuck at a carrier facility over the weekend.
How long will it take for my package to arrive?
All Livestock are shipping with UPS 2nd Day Air, or UPS Next day air / FedEx Overnight. Dry good and plant only orders are shipped via UPS Ground (1-5 days)
UPS handling times are out of our control once your package is dropped off so it's a good idea to keep an eye on the tracking number to receive updates.
How much does shipping cost?
FREE SHIPPING on all orders over $200
UPS Ground Saver 1-4 days $6.95 (Dry good and plant only orders)
UPS 2nd Day Air $19.95
UPS Next Day Air Saver / FedEx Overnight $41.95
How long does it take for my order to ship?
All orders are processed within 1-7 business days.
Do you offer free shipping?
Yes, we offer free overnight shipping on all orders over $200
My tracking number is not updating. What now?
Once you receive an email confirmation with your tracking number saying the order has shipped, please allow up to 48 hours for UPS to update your tracking details. If you do not see an update after 48 hours, please contact us.
If your order was placed after our weekly cut off time, 6 a.m. on Wednesday, you may only see updates the following Monday when the order is shipped.
Why hasn't my order shipped yet?
We have a handling time of 1-7 business days, so your order may still be processing. We do our best to ship all orders as soon as possible.
If it has been over 7 business days after the order is placed, please contact us so we can look into it and provide an update.
How do you ship live stock and plants?
We ship live stock and plants to the best of our ability.
Live stock is packed in heat sealed durable bags. They are packed with enough water and oxygen to be comfortable up to a week. They are packed in durable insulated boxes to protect them from getting crushed.
Plants are packed in heat sealed durable bags to maintain moisture. They are packed in durable insulated boxes to prevent them from getting crushed.
Can I cancel my order?
We will only be able to cancel the order if it has not been fulfilled or left or facility yet.
All canceled orders are charged a 15% cancellation fee.This fee applies to any order cancellation request and cannot be waived for any reason even if the request is made right after the order is placed.
Returns and Claims
Can I return an item?
We accept returns within 14 days on hardgoods. You can return an item as long as it is unopened, unused, and in the same condition it was received. We do not accept returns on livestock and plants.
I have a DOA (Dead on Arrival). What do I do?
If you receive anything but healthy live stock/plant, take 2-3 pictures of them in their unopened sealed bag within 4 hours of the arrival of the package. Please contact us with the photos and we will get back to you. If the live stock/plants are damaged or melted/dead we will gladly send you a replacement or refund. Guarantee gets voided if the delivery is not made on the first attempt.
My package arrived broken, damaged, or leaking. What do I do?
Sometimes boxes are mishandled while in transit by the shipping company. Although extremely rare, it can happen.
If you package arrives broken, damaged, or leaking please take a picture right away and inspect all of the items inside. If you encounter any issues upon opening the box, please reach out to us with a picture of the box and any damaged items inside. We will get back to you as quick as possible and replace any items that were damaged or broken while in transit.
Missing items. What do I do?
If there are any missing items in your order, please contact us so we can assist you. We will refund, or ship you the missing items. Please contact us within 4 hours of the arrival of the package.
General
Do you offer local pickup?
Yes, we do. You can pick up orders in Clear Lake, IA. We offer local pickup Monday - Friday. Please contact us to setup a time.
Can I use multiple discount codes?
The only time you can use multiple discounts is with the FREE SHIPPING on orders over $75.
Can I make changes to my order?
Yes, you can make changes to your order if the package has not been shipped yet. Please contact us if you need to make changes.
My order is delayed. Will be livestock be alive?
Most likely, yes. Shrimp and Snails are extremely resilient and usually a small delay will not effect them if weather conditions are ideal.
They are packed in heat sealed bags and are usually fine in the bag for up to two weeks.
You can also contact us at any time so we can look into it.
Can you hold orders to be shipped on a specific date?
Yes, we can hold orders to be shipped. Please leave a note with the request date in your order notes before placing your order.
Upon Arrival
How do I acclimate my shrimp?
Drip acclimation method
Upon receiving your shrimp, empty the entire bag content (water and shrimp) into a separate container. Get some long airline tubing and tie a loose knot or use an airline control valve at the end. With one end of the tubing in your aquarium, start syphoning water from the aquarium to the container with the shrimp. Once you establish the flow of water to the container with the shrimp, quickly tie the knot or set your airline control valve to reduce the flow of the water to about 2-3 drops per second. Leave the airline dripping for 1-3 hours. Make sure to keep an eye on the container so it doesn't overflow. Once the timer is up, scoop the shrimp out of the container with a net and add them to your aquarium. Do not dump the water into the aquarium.
Why do my shrimp look pale?
Some shrimp may arrive looking a little dull in color, that is expect with the stress from shipping. Once they adjust to your aquarium they should get their full color back within a couple of days.
What are the little white beads in my shrimp package?
The white beads are Seachem Purigen. We use them to keep the water clean and handle organic waste during transit. They are totally normal and there is nothing to be worried about.
My snails are not moving. What do I do?
It is normal for snails to arrive tucked in the shell and stay inactive for some time. Snails need to adjust to your aquarium environment before feeling comfortable and safe to come out. After acclimating them properly, put them in your aquarium and give them 48 hours to start exploring.
How do I acclimate my snails?
Upon receiving your snails, make sure to float the unopened snail bag at the top of your aquarium for 15-20 minutes. When the time is up, carefully cut open the bag and put the snails in your aquarium. Make sure to not put any of the bag water in your aquarium.