Returns

Please note that shipping rates are subject to change. We are based in the United States and exclusively ship to the Continental US. Our primary shipping method is UPS Next Day Air Overnight, ensuring direct delivery to your doorstep.

In some cases, shipments may be dispatched using USPS Priority Express Overnight. Deliveries typically occur between 10:00 am – 12:00 pm, although there may be occasional delays.

Our standard shipping includes an insulated box liner and a heat pack during colder months, but does not include a thick-wall styrofoam box.

For orders shipping in temperatures below 50°F or above 90°F, it is essential to add Cold Weather Shipping or Hot Weather Shipping to your order before checkout, as our regular packaging may not withstand extreme temperatures.

Further details are provided below.Upon creation of the shipping label, you will receive an email containing tracking information.

Orders generally ship within 3-10 business days, with shipping days scheduled for Monday, Tuesday, and Wednesday. This schedule ensures deliveries on Tuesday, Wednesday, and Thursday. Kindly specify your preferred delivery day on the Cart page before checkout. Failure to select a date will result in your order being shipped on the next available day at our discretion.

Shipping Protection:
At arowanaz.org, we take great care in our packaging, and losses are rare. However, due to the nature of our business, losses can occur from time to time. Our Live Arrival Guarantee covers the cost of lost livestock via a store credit, but it does not cover packages that are lost or stolen.

Our Shipping Protection option, available for a small fee on most orders, covers lost or stolen packages and shipping expenses if the order is a total loss. This means that if your order is a total loss, you will receive a full cash refund back to the original payment source, including shipping costs. The Shipping Protection fee itself is non-refundable.

Cold Weather Shipping:
If you expect nighttime low temperatures in your area to be below 50°F, please select the Cold Weather Shipping option prior to checkout. Our standard packaging includes heat packs, but it is not designed to withstand temperatures below 50°F.

We do not check the weather in your area before shipping, so this is your responsibility. When this option is selected, we will use a 1 1/4″ insulated styrofoam shipping box and upgrade your shipping to Early Arrival Overnight Shipping to ensure your new fish arrive safely.

This up-charge will be added to your shipping costs and treated the same as your regular shipping costs. If nighttime temperatures in your area are below 50°F and this option is not selected, our Live Arrival Guarantee will be voided.

Hot Weather Shipping:
If you expect daytime high temperatures in your area to be above 90°F, please select the Hot Weather Shipping option prior to checkout. We do not check the weather in your area before shipping, so this is your responsibility.

When this option is selected, we will include cooling packs in your order to ensure your new fish arrive safely. This up-charge will be added to your shipping costs and treated the same as your regular shipping costs. If daytime temperatures in your area are above 90°F and this option is not selected, our Live Arrival Guarantee will be voided

The Live Arrival Guarantee or DOA (Dead on Arrival) policy is a commitment by aquatic pet suppliers to ensure that the livestock arrives alive and in good condition. This policy typically includes the following conditions:

1. Delivery Attempt: The package must be received on the first delivery attempt. If the package is not received on the first attempt, the guarantee may be voided.
2. Correct Address: The package must be sent to the correct address and not a forwarding address. Incorrect addresses may result in the guarantee being voided.
3. Temperature. Temperatures in the area must be within a specific range, typically between 50-90 °F, unless Cold Weather Shipping or Hot Weather Shipping was added to the order.
4. DOA Claim Submission: A DOA claim must be submitted within a specific time frame, usually 2 hours of delivery, and must include clear photos of the lost item, both inside of the sealed unopened bag as well as laid on a dry surface.
5. **Shipping Protection**: The DOA policy may not cover lost or stolen packages if Shipping Protection is not added to the order.

The guarantee typically covers the cost of the lost livestock via a store credit, minus any shipping charges. Shipping charges are non-refundable. The supplier is not responsible for any losses that occur after the fish is removed from the bag or beyond 2 hours after the marked delivery time. It is the responsibility of the customer to ensure that they are available to receive the fish as soon as they arrive and that their tank is ready to accept new livestock.

If the livestock was insured with additional protection, such as 7-Day or 30-Day Protection, a separate insurance claim submission form may need to be filled out.

The Live Arrival Guarantee is an important aspect of purchasing aquatic pets online, as it provides a level of assurance that the livestock will arrive alive and in good condition. However, it is important for customers to understand the conditions and limitations of the guarantee, as well as their own responsibilities in ensuring the health and well-being of their new pets.