Frequently Asked Question FAQ
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Last updated date 03/11/2021
Order Related Questions
We currently doesn't have any available system at the moment. and we are working on it. We cannot guarantee to fulfilled your specific request on the order. If our listing name or options doesn't specify that the species available in sexed or sell as ratios then unfortunately we cannot offer you that at this moment.
All orders are filled by randomly catching the live animal in the in a mixed sexes tank. This ensure a fair for all of our customers.
We pack and ship our order every day with a exception of some day we cannot ship out live fish.
Monday to Wednesday: We will pack and ship out all orders.
Thursday to Saturday: No Live Fish order will be ship out. We will pack and ship out the rest of orders.
Sunday: Splashy Day. Today is the day we let our hard working staff and our fish enjoy.
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.
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.
Yes, we do. We 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 email@example.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 sensitive with temperature. Winter and Summer season are the 2 seasons in the year that effect us the most. We care about the health and safety of the fish during transit, and your shopping experience with us. It would be unethical, inhuman and waste of your money to ship a live fish order if we know your order will get delay, your fish might dead or stress. We have to make the decision to wait for a better weather to ship the order using UPS Next Day Air service and protect the fish.
All orders contain live fish, we ship them with 1.5" thick insulated foam box during extreme weather in summers and winter season. We also included free heat packs during winter shipping. However, heat packs will stop produce heat if temperature is below 32F.
We monitor the temperature across US daily to assure your love pet will arrive on time and safe, and make you happy. We would highly recommended our customers to avoid from order during extreme weather in your location.
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 . 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 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.
Tips: We recommended to feed your Splashy Fish with frozen food etc bloodworm, brine shrimp, beef heart in the first 3 days for faster recovery.