Shipping Policy

At Isaan Aquatics, we take care to ensure your aquarium supplies and livestock are packed securely and shipped promptly.

 

IMPORTANT: Separate Orders Required
To ensure the safety of our livestock and the efficiency of our shipping process, Live Fish and Dry Goods must be ordered separately. Because livestock and dry goods require different packaging and shipping speeds, they cannot be bundled. Any order containing both live fish and dry goods will be automatically canceled and refunded, and you will be asked to place two distinct orders.

 

Order Processing Time

All orders for dry goods are processed and shipped within 2–3 business days (excluding weekends and holidays) after payment is received. Orders placed after business hours or on weekends/holidays will begin processing the next business day.

 

Shipping Methods & Delivery Time

Shipping times vary based on the carrier selected at checkout and your location. Estimated delivery times are provided by the carrier and are not guaranteed. Isaan Aquatics is not responsible for delays caused by the carrier, weather conditions, or other circumstances beyond our control.

 

Shipping Costs

Shipping costs are calculated at checkout and are the responsibility of the customer unless otherwise stated.

 

Order Tracking

Once your order ships, a tracking number will be provided via email so you can follow your package’s progress.

 

Shipping Address Accuracy

Customers are responsible for providing accurate and complete shipping information. Isaan Aquatics is not responsible for orders delayed, returned, or lost due to incorrect or incomplete addresses.

 

DOA (Dead on Arrival) Policy

Live Aquatics Policy:

In the rare case of a DOA (dead on arrival), please follow these steps to submit a claim via email to isaanaquatics@gmail.com:

1. Do not open the bag.

2. Please take a clear photo of the entire bag (showing the fastening on the bag as well), with the fish inside the bag visible. You may submit multiple photos.

3. Send these images within 2 hours of delivery to our email. We will confirm this time frame with the tracking information. No exceptions.

 

Please note we have a limited Arrive Alive Guarantee for USPS Priority shipments. For boxes that are delivered after Thursday or are in transit for longer than 4 days, we cannot offer an Arrive Alive Guarantee or DOA policy. Isaan Aquatics cannot control carrier shipping delays.

 

In cases of DOA, we will issue store credit for the cost of the fish that can be used for future purchases at isaanaquatics.com. Shipping fees are non-refundable.

 

Because we cannot control your aquarium or water parameters, there is no guarantee or warranty on fish after they arrive in good health.

 

If you believe the fish you have received is not in good health for any reason, please reach out to us by the end of the delivery day and provide photos along with your concerns.

 

Please be prepared to provide water test results and tank information.

 

Keep in mind, fish being pale is normal after shipping. It can be a stressful process, and they may take 30–60 minutes to color up.

 

Shipping Temperatures

When shipping live fish, we have to be mindful of the temperatures involved. This includes both the delivery location and our origin temperatures. While we are the experts and will make all final decisions on shipping, we do ask customers to check their local temperatures before ordering live fish. This helps us avoid order cancellations due to weather.

 

Cold Weather Shipping:

• When temperatures drop below 50°F, we will generally ship with a heat pack in the box.

• If your weather is below 32°F, we recommend shipping with UPS Next Day Air only.

• If your temperatures are below 25°F, please wait to order live fish until it is warmer.

 

Warm Weather Shipping:

During the late spring and summer months, shipping may be limited based on temperatures.

• If your weather is above 85°F, we recommend shipping with UPS Next Day Air only.

• If your weather is above 95°F, we will only ship with UPS Next Day Air Delivery (not Saver).

• If your temperatures are above 100°F, please wait to order live fish until it cools down in your area.

 

Isaan Aquatics may remove delivery to certain states during the summer months to prevent cancellations in areas that are too warm for safe shipping.

 

Heat Pack/Cold Pack Usage

Isaan Aquatics will make all determinations regarding whether heat packs or cold packs are needed for shipping, and they will be included at no extra cost. Cold packs are only used with tropical fish when the origin (Granbury, TX) is above safe shipping temperatures. They will melt before arriving at the destination and therefore cannot be used to aid in delivery to hot locations for tropical fish species.

 

Shipping Methods

We offer a variety of shipping methods for live fish and dry goods. Reminder: Dry goods and Live Fish cannot be combined in the same order.

 

USPS Ground: 2-5 business day delivery
This shipping method is only used for non-live aquarium products, such as water conditioners, filters, and dry fish food.

 

USPS Priority Mail Express: 1-2 business day delivery
This method is our most economical shipping option for live fish. USPS does not guarantee the delivery day, so your order could arrive Tuesday through Friday depending on your distance from Granbury, TX. This method is best used during spring/summer when heat packs are not needed. Note: Limited Arrive Alive Guarantee applies to this method.

 

UPS Next Day Air (Early, Saver): Overnight Delivery
This is a more expensive shipping method, but UPS guarantees next-day delivery. We strongly recommend this option. In the case of lost or severely delayed shipments, we will cover you under our DOA policy with the UPS Next Day Air shipping method, provided the DOA steps are followed.