Frequently Asked Questions (FAQs)

At this time, we don't have a dedicated system for accommodating specific requests regarding the gender or species ratios for orders. However, rest assured that our team is actively working to implement such a feature. While we can't guarantee fulfillment of your specific request at the moment, we are striving to enhance our services to meet your preferences in the future.

If the species or sex ratios are not explicitly mentioned in the listing or available as options, unfortunately, we're unable to offer customization at this time. All orders are processed by randomly selecting live animals from mixed-sex tanks to ensure fairness for all our customers.

We appreciate your understanding and patience as we continue to improve our offerings to provide you with a better experience.

For your live fish order we will need at least 24 to 48 hours for quality assurance before sending out the shipment.

For order does not contain live fish, we will ship them out everyday. If your order placed before 1:00 PM EST, we will ship it out on the same day.

Please check our shipping information regarding about our processing time.

For more information you can visit our shipping information

As of March, 08th, 2021, all of Splashy Fish live fish order will be ship with UPS One Day Shipping. We have a great partnership with UPS and able to secure an great rates with UPS. Comparing to other service for example USPS Express, we found that the rats from both company are the same however we found that UPS have higher reputation of better delivery time, handling live fish and faster shipping.

We understand that our current shipping is high because we are shipping live animals and they require the shortest transportation time. UPS Next Day Air is the best service that we found at reasonable price. We do not overcharge or do not make money from shipping the order to you.. What you see at check out is what we pay UPS to ship you.

Your shipping rate is based on the total weight of the order plus the distance required to delivered the order. and it will be varies from location to location and difference from our competitor shipping rate.

The shipping that you see at check out also covers insulated foam box or insulated line, heat packs during winter, that will keep your fish healthy during shipping.

We offer FREESHIPPING on your order if your order is over $300 which is automatics apply at checkout.

Yes, we do. All live fish order all year round ship with insulated box and included free heat pack or cold pack on all orders. We monitor weather across US daily when we ship live fish out. We will adjust the packing process depending on the weather at ship to state.

Please check out website top/announcement banner for any possible delays.

We don't bag the fish until the day that we ship out the fish and send you the confirmation. If you choose UPS Next Day Air service. your fish will be in the bag for less than 24 hours before it reach to you.

Before we switched to UPS Next Day Air shipping we used USPS Priority Mail and they typically take 2 to 4 business day to deliver and our Live Arrival Guarantee claim is only 2%. So rest assure, We pack it well and your fish should arrive healthy.

We won't provide to you the tracking number once we ship the order.

Please double check your email if you received your confirmation number. We will send to you the shipping confirmation and tracking number to the same email. If you don't see your confirmation please check your spam mail box. We sent all order update via general@splashyfishstore.com

If your order is out of our normal processing time, please contact us

You will receive an email from us with a tracking number and expected arrival date, once we fulfill your order. Our system will automatic update you either with email or text once we start packing and ship your order out.

Please keep mind that our processing time is between 1-9 business days depending on our stock healthy and the weather permit.

The day that you received the email with our tracking number is the same day that we ship out your order. UPS or USPS won't update your tracking once your package is in their procession. Please allow up to 7PM EST same day to check back the tracking number.

Very rare occasion that UPS/USPS would missed scanned the package either at carrier facilities. When this does happened the order should still shipped out and arrive at your deliver address within 1 to 2 business days. If it does not or the tracking still not updated, please contact us and we will help you. Our Live Arrival Guarantee will cover if the live fish order arrive dead.

Fish are highly sensitive to temperature fluctuations, and our commitment to their well-being is paramount, especially during the challenging Winter and Summer seasons. We prioritize the health and safety of the fish during transit and strive to enhance your overall shopping experience.

If the highest daytime temperature in your location and the lowest nighttime temperature here in Springfield, Virginia—where our facility is situated—fall below 40°F or exceed 90°F, we will proactively delay your order. This measure is taken to prioritize the well-being of the animals and plants.

Shipping live fish during extreme weather conditions poses significant risks. In the interest of ethical treatment, humane practices, and to avoid unnecessary expenses on your end, we refrain from shipping live fish orders if we anticipate delays that could potentially lead to the demise or stress of your fish. Instead, we opt to wait for more favorable weather conditions before dispatching your order, utilizing UPS Next Day Air service for swift and secure transportation.

For all live fish orders, we employ a 1.5" thick insulated foam box to safeguard them during extreme weather in both summer and winter. Additionally, during winter shipments, we include complimentary heat packs. It's important to note that these heat packs cease to generate heat if the temperature drops below 32°F.

To ensure the safe and timely arrival of your beloved pets, we actively monitor temperatures across the United States on a daily basis. This meticulous tracking is aimed at guaranteeing that your aquatic companions reach you in optimal condition, ensuring your satisfaction.

We strongly advise our customers to exercise caution and refrain from placing orders during extreme weather conditions in their respective locations. This proactive approach contributes to the well-being of the fish and promotes a positive experience for you as our valued customer.

We are so sorry to hear that. but don't worry we will make it right and we got you covered with our Live Arrival Guarantee. All orders contain live fish or plants are protected under our Live Arrival Guarantee mentioned above. Please Take a look at our policy Live Arrival Guarantee that will cover that. Please ensure to follow our guide, submit all required proof and allow us at least 24 hours to 2 days reply back about your order.

Snails got stress during shipping please allow them acclimate and adjust to the new home before they can move around. Sometimes it take 24 hours and very rare it take 48 hours for them to recover and come to life. We would suggest you to acclimate the snail the same way as fish and doing drip acclimation. After acclimation, you should slowly drop the snail to the corner of the tank and trick your snail by feeding them at another corner with algae wafer, bloodworm, or invertebrate food should do the trick. Please let us know if the snail haven't move after 48 hours and we will be more than happy to process with the live arrival guarantee.

Our Live Arrival Guarantee would cover that. As long as the number of species that we shipped and arrived alive are less than the number you ordered. Our customer have to pay for the shipping of the replacement. sometimes, It doesn't make sense to send a replacement for the dead on arrival fish due to the high shipping cost. We are more than happy to send your replacement order combine with your future order.

If you do not know when you will place a future order or do not plan to order from us again, and depending on availability of stock we will submit a refund to your original payment for the Dead on Arrival. Please allow 5 to 10 business days to see the refund reflected on to your original payment methods

Please click on the link above to take a look at our Returns and Exchange Policy.

Please contact us regarding the order and we will make it right. Please include your order number and the reason for return. Once we have your order information and we will reply back to you if your order is eligible for refund you will receive the prepaid return label or you can paid for return label. We will deduct the prepaid shipping label to your total refund if your order eligible for return, refund. 

During transit, fish and shrimp are often stress. They will loose their coloration. Please ensure to follow our drip acclimated guide to properly get them adjusted to the new home, and feed them with proper diet to bring back the fish coloration within 1 to 2 days. We recommended to feed yours with Splashy Fish frozen food such as bloodworm, brine shrimp, beef heart in the first 3 days for faster recovery.