Livestock Holiday Shipping Schedule
July 4th: Aquarium livestock will not be shipped the week of July 2-5, 2013. Our regular shipping schedule will resume on July 8, 2013.
Q: How much does it cost to have live plants and animals shipped to me?
Live Fish, Coral & Inverts Shipping Charges:
*Standard Overnight: $34.99 Priority Overnight: $44.99
Live Aquarium Plant Shipping Charges:
Standard 2-day Plant Shipping: $13.99 Overnight Plant Shipping: $29.99 Priority Plant Shipping: $39.99
Live Rock Shipping Charges:
Packages are shipped free via Fedex 2-day Express. You may upgrade the shipping method to Standard Overnight or Priority overnight for an additional charge. Please contact a livestock representative for upgraded shipping quotes at 1-877-367-4377.
*Standard Overnight where available only, priority rate may apply. Shipping charges are not covered by our livestock guarantee policy and are non-refundable.
Q: How do I order frozen foods?
Q: When will my Livestock order ship?
Live orders (fish, invertebrates) are shipped Fedex Standard Overnight or Fedex Priority Overnight Monday through Thursday for delivery Tuesday through Friday.
Live plants and live rock orders are shipped via Fedex 2-day express Monday through Wednesday for delivery Wednesday through Friday. Shipping upgrades to overnight shipping are available for an additional fee.
Orders placed before noon (EST) are generally shipped the same day. Orders placed after noon are shipped the next shipping day.
Q: Where does That Fish Place - That Pet Place ship Livestock?
Q: Is your livestock covered by any guarantee?
Most of our live items are covered by our 5-day Arrive Alive Guarantee. Restricted Items are not covered by this policy for any reason. View the full Livestock Guarantee Policy and Restricted Species list for full details. Any losses must be reported to us within the 5-day guarantee period and we do require verification for any losses.
Shipping charges are not covered by our livestock guarantee policy and are non-refundable.
Q: Are there quantity discounts on livestock items?
We currently offer quantity discounts on freshwater plants and on select marine snails, crabs and hermit crabs. Quantity discounts are not available on fish or other items that are not advertised with discount pricing.
When ordering a large quantity of a single species (i.e. 25 or more of a single plant) extra time may be needed to process the order.
Q: How do you ship live plants and animals?
Livestock orders are packed and shipped in a separate facility from dry goods and cannot be shipped with dry goods.
We make every effort to make transit comfortable and safe for livestock. We review the temperature and destination for every order, and pack the livestock accordingly. Fish and invertebrates are triple-bagged and packed with heat packs or ice packs (as needed) in insulated styrofoam containers and cardboard shipping boxes. Plants are carefully wrapped in wet paper and plastic then shipped in standard Fedex shipping boxes (with heat packs or ice packs as needed).
*Heat packs are usually taped to the lid or side of the box. These packets should be discarded after delivery; do not add these packets or their contents to your aquarium.
We always attach a copy of your invoice/packing list inside the box.
Q: Can the weather or temperature in my area affect when my live order ships?
Yes! Even using insulated containers and ice packs or heat packs, temperatures and weather can still impact the successful shipment of live or frozen food shipments. In extreme temperatures, it can be difficult to control the temperature within a safe and stable range for the contents of these shipments. Severe weather like blizzards, ice storms, heat waves and hurricanes may also delay flights and drivers carrying the packages. We monitor the weather for each package destination using NOAA's National Weather Service and will contact you with any concerns regarding your shipment.
Q: Can I request a specific arrival date for my live order?
Yes, as long as it is a normal delivery day based on our shipping schedule (Tuesday-Friday). We can hold orders placed with a credit card for up to two weeks and arrange for it to be shipped for a specific delivery day. Orders placed with PayPal or Google Checkout payment methods cannot be held. We do not offer Saturday delivery.
Q: Can I order online and pick my order up in the Lancaster, PA retail store?
Orders placed online are for shipping only and cannot be picked up in the retail store. If you are coming to visit the store and you're interested in something specific, please contact the fish room staff. Items in the fishroom may be held for a short time, but the items must be picked up and paid for in the store.
Q: What if a livestock item is or becomes out of stock when my order is set to ship?
Keeping an accurate inventory on live plants and animals can be tricky. We try to keep the stock advertised on the website is as accurate as possible. The livestock advertised online is also available to our retail store customers. Despite frequent updates, our website does not always reflect if an item is physically in stock or available to ship. In the event that an item on a live order is not available on the day of shipment, or the quantity ordered is greater than our available inventory, a member of our livestock team will attempt to contact you. You will be given the option to remove the out of stock item and have the remainder of the order shipped, or to have the entire order held to see if the item becomes in stock again. Orders placed with a credit card can be held for up to two weeks; orders placed with PayPal or Google Checkout payment methods cannot be held due to their payment policies.If you have ordered a large quantity of a single species (i.e. 25 or more of a single plant) extra time may be needed to process the order. If we are unable to contact you, or we have not gotten a response by 4:00pm (Eastern) on the day of shipment, we will remove the unavailable items from your order and ship as scheduled. In rare cases when a significant percentage of an order is unavailable, the order will be held until we are able to reach you. This may cause some delays in expected ship dates.
Livestock items will not be placed on backorder. Please note that your account will not be charged for the items that are unavailable for shipment.
Q: One of the live items I ordered says it is backordered, can I have part of my order shipped now and the rest later?
We do not ship split orders or backorders on livestock orders. If an item on your order is out of stock, you will be contacted and given the option to remove the item and have everything else shipped, or we can hold the entire order for up to two weeks to see if the item becomes available for shipment.
Q: Can I specify size, color or sex of a livestock item or order something not online?
Sizes of livestock items offered can vary by supplier, collection area, and time of year. We do not assign specific measurements to live items, but rather general sizes (small, medium, large, XL). If the actual size of a fish or invertebrate you are considering is a concern, please speak directly to a livestock representative to discuss the items you're considering. We do not sell any fish by sex other than those specifically listed as "male" or "female". We cannot guarantee that the fish can be successfully sexed or that the ratio of male/female you request will be available.
Please be aware that coloration within species may be quite variable. The specimen you recieve may not look exactly like the representative photo on the site do to these natural variations in color or markings. If you have a request for a specific color in any of our assorted items, you contact the Livestock Mailorder department at 877-367-4377 or firstname.lastname@example.org. We try to fill special requests when possible, but cannot guarantee the preference.
If you are looking for a species or variant not advertised on the site, please ask your livestock representative about it for more information on availability.
Q: When are charges for livestock/frozen food orders deducted from my account?
Charges for live orders process when the order is actually shipped. Some credit cards, especially debit cards, place an "authorization" on the purchase amount to verify that the funds are available when the order is placed. This hold is placed by your bank or credit card company and the funds may be unavailable for use on other debit deductions. If such an "auth" is appearing on your card and your order is cancelled, it should drop off automatically within about 8 business days.
If an order is modified at any point before shipping, you may see multiple "auths" in your records. These should also drop within a few days after your order ships. Contact your financial institution for more information.
Q: What if something I order arrives deceased or in poor condition?
Please contact the Livestock Department at 877-367-4377 or email@example.com to report any loss or problem with your live order. Some common issues may be explained below.
Q: Why are some live items, like pondfish, only available for a few months of the year?
Some live items are only available for sale at certain times of the year. Pond stock like koi and comets, for example, are only sold from about May to August or September, depending on the weather and availability.There are also seasonal availabilities on some aquarium plants, and stock may be interrupted during those times of the year (i.e. Microsword, Rose Sword, Radican 'Marble Queen')
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