Shipping & Live Arrival Guarantee

Our Promise

We're a family-owned fish store, not a warehouse. Every fish we ship was swimming in one of our tanks days before it was in a box on your doorstep. We pack each order by hand, the way we'd want our own fish packed.

Here's what we promise:

• We only ship fish that are healthy and eating. If a fish isn't ready to travel, we hold it — no exceptions.
• We pack for the weather. Heat packs in winter, cold packs in summer. Temperature matters more than speed.
• We ship overnight with FedEx Priority. The shortest practical transit time for live fish.
• We stand behind every overnight order. If your fish arrives dead, we make it right — store credit toward your next order.
• We tell you the truth. If shipping will be delayed by weather or volume, we tell you before we ship, not after.

You can always reach a real human at help@petzonesd.com or 866-MY-FISHY. We answer our own emails.

What to Expect When You Order

A lot of bad reviews come from surprises. Here's exactly what happens after you click "place order" — no surprises, no guessing.

Day 0 — You place your order

You'll get an order confirmation email within minutes. This isn't just a receipt — it includes your expected ship window and a link to this page so you can review the process.

Days 1–5 — We process and pack your order

Orders take 1–5 business days to process before they ship. We don't ship every day — we ship Tuesday, Wednesday, and Thursday only, because those are the days that give your fish the safest transit window (no weekend warehouse layovers). Processing time depends on weather, order volume, and livestock condition. If your fish needs an extra day to be ready to travel, we hold it. That's not a delay — that's us doing our job.

Order cutoff: 9:30 AM PST. Orders placed after cutoff roll to the next business day.

Shipping day — Your fish goes out via FedEx Priority Overnight

You'll get a shipment notification with tracking the evening before your fish ships. Someone must be available to receive the package on delivery day. Fish left on a porch in the sun or cold is the #1 cause of DOA — and it's preventable.

Delivery day — Your fish arrives

Open the box immediately. Inspect your fish before acclimating. If everything looks good, start acclimation. If something's wrong, see the "What happens if something goes wrong" section below — don't wait.

Delivery Schedule (at a glance)

How We Ship

• Carrier: FedEx Priority Overnight (the method with the shortest practical transit time for live fish)
• "Overnight" means the shipping method — not necessarily next-day-to-your-door. It means your fish spends the least possible time in transit. We ship on the day that gives your order the best chance of arriving safely, which isn't always the fastest possible day.
• We may hold shipments for safety. If weather, holidays, or carrier delays would put your fish at risk, we hold the order and ship when conditions improve. We'll email you if this happens.
• You must be home to receive live fish. If no one is available to sign, the package may be delayed — and delayed fish are at risk. Track your shipment and plan to be there.

Temperature & Weather Shipping Guidelines

Live fish are sensitive to temperature extremes. Here's how we handle it:

Cold weather (fall/winter):

• We include heat packs in every cold-season shipment.
• If temperatures at the origin or destination are below freezing, we may delay shipping until conditions improve.
• We avoid Friday shipments in winter when possible — a Monday warehouse layover in the cold is too risky.

Hot weather (summer):

• We include cold packs when destination temperatures exceed 90°F.
• If your area is in an extreme heat wave, we'll hold the shipment and notify you.

What you can do:

• Check your local forecast before ordering. If it's going to be 100°F or 20°F on delivery day, let us know — we'll plan around it.
• Be home on delivery day. A box sitting in the sun or cold for even an hour can be fatal.
• Don't order during extreme weather if you can't be there. We'd rather hold your fish an extra day than ship into a heat wave.

Weather holds: If we hold your order for weather, we'll email you with the new ship date. You're never charged extra for a weather hold — it's part of keeping your fish alive.

What Happens If Something Goes Wrong

Things go wrong sometimes. Fish are live animals, shipping is unpredictable, and carriers make mistakes. Here's exactly what to do — and what we'll do in return.

If your fish arrives dead (DOA):

Within 4 hours of delivery, do this:

1. Do NOT open the fish bag. Keep it sealed.
2. Take 2 clear photos of the fish in the unopened bag, next to the shipping box.
3. Email the photos to help@petzonesd.com with your order number and a list of the DOA fish.
4. That's it. We'll review and respond within 1 business day.

If your claim is valid, you'll receive store credit for the cost of the DOA fish — no expiration, usable on any future order. Shipping costs are not refunded (they go to FedEx, not us).

What voids a DOA claim:

• Reporting after 4 hours from delivery
• Opening the bag before photographing
• Fish released into your tank before the claim is submitted
• Shipping via USPS (see below)
• Missed delivery / package left unattended

We know the photo requirement feels strict. It's not because we think you're lying — it's because FedEx and our suppliers require documentation, and a clear photo takes 30 seconds.

If your shipment is delayed:

We are not responsible for carrier delays — FedEx controls transit once the box leaves our hands. But here's what we'll do:

• If we know about a delay before shipping, we'll hold the order and email you.
• If a delay happens in transit, track your package and contact FedEx directly using your tracking number.
• If fish arrive dead due to a carrier delay on an overnight shipment, your DOA claim still applies — email us the photos and we'll make the call.

If your fish arrives alive but unhealthy:

The Live Arrival Guarantee covers arrival — if your fish is alive when you open the box, the guarantee is fulfilled. That said, if a fish is clearly in distress on arrival, email us a photo within 4 hours and we'll evaluate it case by case. We're hobbyists too — we want your fish to thrive, not just survive delivery.

If the wrong fish arrives:

Email us at help@petzonesd.com within 4 hours with a photo. We'll send the correct fish or issue store credit. This one's on us.

Shipping Methods & What's Covered

Why USPS isn't guaranteed: USPS transit times are unpredictable and packages often sit in sorting facilities overnight. For dry goods, that's fine. For live fish, it's a coin flip. We offer the option because some customers request it — but we strongly recommend overnight for anything alive.

Before You Order: Tank Readiness Checklist

A healthy delivery starts before the box arrives. Make sure your aquarium is:

• [ ] Fully cycled — ammonia and nitrite at zero
• [ ] Temperature-stable — within the species' range
• [ ] Dechlorinated — no chlorine or chloramine
• [ ] Properly filtered — running and established
• [ ] Not overcrowded
• [ ] Compatible — no aggressive tankmates that will attack new arrivals

Once fish are released from the bag into your aquarium, we're no longer in control — water quality, tank conditions, aggression, and acclimation are in your hands. Follow our acclimation guide for the safest transition.

The Fine Print (Plain English Version)

• Live Arrival Guarantee applies to overnight shipments only. No exceptions.
• DOA must be reported within 4 hours of delivery with photos of the unopened bag.
• Approved resolutions are store credit — not cash refunds. Credit never expires.
• Shipping costs are not refunded. They go to the carrier, not to us.
• USPS shipments are not covered by the Live Arrival Guarantee.
• Once fish are released into your aquarium, the warranty is void. We can't control your water.
• We are not responsible for carrier delays or weather events outside our control — but we'll always communicate with you.
• Aquariums and glass items are final sale after inspection. Report damage within 4 hours.
• Buyer is responsible for knowing local laws regarding prohibited species. We will not ship banned fish. No refunds for confiscated shipments.

Questions? Email help@petzonesd.com or text 866-MY-FISHY. We're real people, and we answer.