I have a major problem with my fish, process, bagging, who do I notify?
Always contact us first. If there is a problem, we need to work together to reach a resolution. There is no need to make a public post on this question, please contact us first @ Fishworld919@gmail.com
What carrier do you use?
We currently use UPS overnight delivery and FedEx overnight delivery, special fish may require Southwest air freight.
What payment methods do you accept?
Currently, we accept PayPal, Stripe, Lightspeed, Square, Zelle, most major CCs and cash are accepted. Full payment is required before any fish is shipped. PayPal is the only way to pay for goods or services. Therefore, both buyers and sellers are protected. Please do not send through friends and family unless you are a close friend of ours or trust our business.
Why do other online stores ask customers to pay the 3.2% PayPal fee?
The short answer is don't shop with them. Making customers pay the fee is a violation of the PayPal User Agreement. According to PayPal, stores cannot charge you a fee. We do not charge this fee, so please feel free to place your order with us. Why shop with someone who will charge you a different price for an item just because you paid with PayPal? The PayPal fee is the seller's fee for using the PayPal payment processor, not the customer's.
How do I place an order?
Start by browsing the available fish for sale. Once you find a fish in stock, click Add to Cart and complete the checkout process. We will contact you via email, so please make sure all information is complete and 100% accurate, otherwise it may delay the process. Depending on the fish you are purchasing, the time of year, etc., we will determine the best method of shipping. If we decide/agree on airport to airport, you will pay the shipping costs when you pick up the car at the airport.
How long does it take to be notified when an order is processed?
All orders are processed as quickly as possible. Depending on the number of orders we receive, there may sometimes be delays. Please allow 24-36 hours before contacting us.
Is there a minimum order?
There is no minimum order. We want you to buy as much as you like. We don't want our customers to feel the need to buy more just to make a minimum purchase. Please note that it may be the same shipping cost if you buy one fish or ten fish because they may fit in one box.
I submitted my order but haven't heard back yet, what do I do?
You can always send us a message through the Contact Us page or Facebook. If we are unavailable, an announcement will be made on this website and our Facebook page.
Please always check both of these before sending a message. Sometimes we are very busy so it may take longer than usual. Since the shipping is paid and the customer selects a shipping date, we will no longer contact the customer regarding their order unless there is a problem with their order such as the fish died and they need to select a different shipping date, etc.
Will you contact the buyer?
For each shipment we will contact the buyer. No fish will be shipped if the buyer/seller is not happy with the condition of the fish. A video or photo will be taken showing the fish being bagged and loaded with the proper supplies such as heat packs and oxygen. If you do not receive an email from us regarding your shipment, please always check your spam folder as I reply to emails about your order on the website.
I was sent the wrong fish, what do I do?
All fish arrive with the exporter's species ID. In some cases, fish are misidentified. If you paid more for the fish than it should have sold for and we can determine it is the wrong species, we will refund the difference. If you paid less for a fish that was not correctly identified but sold for more, please consider this a gift from us. We do our best to correctly identify all fish.
Why is there a handling fee?
The handling fee includes miscellaneous items such as bags, boxes, fuel, rubber bands, foam, oxygen, etc. Currently, this is a $12 fee that applies to all orders. This can be removed if you choose local pickup and bring your own items to place the fish in bags, buckets, or totes. Please let me know if you will be bringing items to haul the fish and this fee will be removed or refunded at the time of the visit.
Why is there no shipping fee displayed when I purchase fish for Southwest?
You will pay Southwest freight charges at the airport. Rates are subject to change at any time, which may result in higher or lower rates.
How do I track my fish shipment and when will I pick it up?
We or FedEx will send you a FedEx tracking number on the day of shipment. Packages are delivered on or before 10:30am, but sometimes later depending on your location, we see 8pm. If the shipment is not delivered by 10:30am or earlier or any time you track, please make sure you call FedEx as soon as possible to get an update on the status, this is your responsibility as it is out of our control. It is best to call FedEx and have them pick up the shipment at the facility, especially if it is cold weather. For flights, we will send you an AWB (Air Bill Number). You must track the AWB to see when the flight is scheduled to arrive; again, this is your responsibility as it is out of our control. Flights are often delayed or have multiple stops, so be sure to track your shipment. Before you drive, always call the airport ahead of time to make sure the plane has landed and is ready to be picked up. Have the agent verify that your shipment is ready for pickup; you will need to hand the AWB to them. It usually takes about 30-60 minutes to unload and process the item; it is always good to be a few minutes early if possible. Every airport is different, so the estimated 30-60 minutes may be shorter or longer, so be prepared. Often, shipments may be bumped onto another plane due to capacity issues, our previous NFG shipment, etc. There is never a 100% guarantee that the flight we want to ship is the flight we get. It is a first-come, first-served basis. If a flight bumps a shipment, they would/should call you to let you know.
This may not happen; it all depends on who is handling the shipment and has the time to call. They will not call me because it is not my shipment. Customers must always be ready to pick up their fish later that day or the next day, so be prepared for any emergencies. I do not have the ability to ship the fish back to me over the phone because they need someone with ID to physically transport the shipment back to CVG. Once the fish are packed and dropped off they are shipped to the customer. We also try to choose the best flight options but this is not always the case. If a flight is not available or the agent advises us not to use a specific flight due to selection, number of connections, etc. then we will use the next best flight. If you know you will only have one chance to pick up the fish on the day of shipment, do not ship that day. If the arrival time is 3 and you have other plans after 4 but now the flight is delayed, do not ship that day. I do not have the ability to bring the shipment back to the store for me to unpack, etc. When you purchase fish from the website, Facebook, email or in person you agree to all the terms and conditions, FAQs, etc. All of this information is available online for anyone to read.
Who pays for shipping?
Shipping is paid by the customer unless otherwise stated. You must pay the shipping fee to the agent when you pick up the fish at the airport. Please have your ID ready as they will need to verify you as well as the AWB# aka Airway Bill Number and bring a credit card, they do not accept cash at any or most locations. If someone else will be picking up your package in SW, you will need to provide me with their name so I can add it to the AWB, failure to do so may delay you getting your fish, if any. Using UPS or FedEx you will pay us in advance as we have to deliver the shipment to UPS/FedEx. If you have your own UPS or FedEx account you can send us the label for your order. Any issues with using your own courier account that delays the shipment, there is no DOA guarantee for that shipment.
Will the shipping be refunded?
In any case, unless we are 100% wrong, the shipping cost will not be refunded.
The shipment is damaged or the fish is dead or barely alive; what do I do?
We all know and have probably heard about how shipping companies handle boxes, how shipments get lost, flights get delayed, etc. Unless it is a direct misdeed on our part, such as we forgot the heat pack or forgot to add oxygen, which is within our control, we will gladly issue a 100% refund for the price of the fish, but no shipping, special shipping bag or handling fees as stated above, or you can wait for us to send you another fish of equal value or the same fish if it is in stock. You can also file a claim with the airport if they lost your shipment, were late, or if the shipment was damaged and the fish died. If the box is damaged, wet, or late, make sure to open the box at the airport, check the fish to make sure they are alive, and record the entire process for video verification. If they are dead, make sure the agent sees the problem and files a complaint as soon as possible. You will also need to send us photos of any DOA arrivals within 1 hour of the actual scheduled arrival time of the plane, whether it is a problem with the carrier or myself.
Breeding Groups
If the unfortunate event occurs that one of the fish in the breeding group fails to make it through shipping, for whatever reason, only that fish will be refunded, not the entire group. Some of the fish in the group will be priced differently than the others, so the price may or may not be divided by the price. It will be determined on a case-by-case basis.
What heat packs do you use?
We use 72 hour heat packs or whatever is available when needed, as heat packs are a hot commodity in the winter. All heat packs are first tested to see if they are activated after being opened for about 30 minutes. Sometimes the heat packs fail to activate when opened, so we make sure everything works fine before sticking inside the box, but this well does not mean the heat packs will last the claimed 72 hours. When the temperature is 50 and below, we typically use 2-6 heat packs per box (depending on the size of the box).
Why is the water blue?
When shipping fish, we sometimes add methylene blue, which helps with any possible diseases, ammonia, nitrites, fungi, or parasites during the transit of potentially stressful fish. This is a precaution; using methylene blue or any other medication well does not in any way guarantee that the fish will not contract disease during shipping. This also helps the fish live in lower oxygen levels during shipping.
What happens when the temperature is very cold or very hot?
In extreme weather, such as 32 degrees to below o degrees or colder, and sometimes in extreme heat, shipping may be delayed due to temperature. Once the weather stabilizes back to a safer temperature, we will proceed with shipping. In either case, we will/may use hot or cold packs.
Do you monitor the weather in the United States?
Yes, we monitor the weather in the United States. We often ask our customers what the weather and temperature is like there. Weather can change in a split second so we monitor as much as possible.