FAQ’s

How long will it take to get my fish?

Orders placed by 2:00P each Friday will be delivered the following Friday.

Do you deliver to my state?

We are adding new states every week! Currently shipping to Alabama, Arkansas, Georgia, Illinois, Kentucky, Louisiana, Missouri, Nebraska, Ohio, Oklahoma, South Carolina, Tennessee, and Texas. We plan to eventually ship to the entire continental United States of America. To be notified when your state goes online, please send us a message here!

I placed my order! Now what?

Congratulations! We can't wait to get your new fish to your doorstep. Once your fish have shipped, we will send you a FedEx tracking number, so you can see where they are at all times and be notified once they have arrived. 

How do the fish stay alive in their box?

The fish are sealed in bags with water and concentrated oxygen. They have plenty of oxygen and water to arrive to their destination via overnight mail, even if a shipping delay should occur. 

Do I have to be home when my fish arrive?

Yes, someone needs to be able to unbox the fish within an hour of their arrival. Once your order is placed, we will let you know your delivery date at least a week in advance. We will also send you an order tracking number immediately upon shipment, so you know exactly when to expect your fish. 

Do you guarantee the fish?

YES, absolutely! Provided that the Arrive Alive policy is carefully followed (see bottom of this page), we stand behind every one of our shipped boxes of fish. IF YOU HAVE PROVIDED AN UNDELIVERABLE ADDRESS, OR YOU ARE NOT REACHABLE ON DELIVERY DATE VIA PHONE IN CASE OF DELIVERY DRIVER QUESTIONS, WE CANNOT REPLACE THE FISH.

What do I do when my fish arrive?

Please ensure that someone will be home within 1 hour of delivery to receive and unbox the fish. Fish are only guaranteed up to 2 hours in the box after delivery time stamp. It is critical that fish are not left sitting in the box in the sun, heat/cold, or for any extended amount of time, as their oxygen will deplete. 

-Follow the below acclimation steps carefully. Acclimation is the process of bringing your fish up or down to the same temperature as the body of water they are being introduced to, so that they don't go into shock or experience stress. Here is how you do that.

ACCLIMATION STEPS: 

1. Remove each bag from the box. Make sure that there is still air in the bag. If there is not a good amount of air in the bag, the most important thing is to get the fish immediately into the pond. If there is an ample amount of air, move to step 2.

2. Place the unopened bag in the water.

3. When your fish have started moving throughout the bag and are no longer schooling in the middle, you can remove the tie on the bag and release the fish into the pond. Do not leave bag floating in the water for more than 15 minutes. 

What happens if some of the fish didn’t make the journey?

It is normal to see a few fish that did not make the journey due to stress, shock, or other reasons. We account for this and include a few extras in every box so that you still receive your full quantity. Also, note that it may take some time for your new fish to swim out in their new home - it is normal for them to remain somewhat still in the location where you introduced them to the water until they've fully adjusted. This can sometimes take a few hours.

We take pride in our packaging and shipping process and very rarely experience any losses. We always guarantee live arrival as long as the below conditions are met. If you do have casualties beyond a small handful, we offer full store credit for the lost fish. No cash/credit card refunds.

Can I cancel my order?

You can cancel your order up until the Friday at 2PM deadline after your order has been placed; once that deadline has passed for the week, the fish in all orders have been sent out to the hatchery for harvest and can no longer be refunded.