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Faq

Frequently Asked Questions

What is your Live Arrival Guarantee policy?

We guarantee that our fish will arrive alive. That means that you MUST be home to accept the package from the shipping provider.

All of your fish will be insured to arrive safely, if you receive your fish that are DOA (dead on arrival), please contact us ASAP to file a DOA claim.

To file a DOA claim, please snap a quick video of the expired fish and send it to livingwatergoldfish@gmail.com
Once we have approved your claim, we will work with you to replace your fish with a similar value.

Does my fish come with health guarantee?

Absolutely, we promise that we will never sell sick fish to our customers. If we find your purchased goldfish are not in perfect condition before shipping, we will contact you to change the shipping date to give them treatment. 

What is your live fish return policy?

We are sorry we do not accept returns for goldfish, all sales are final. We work hard to ensure that our fish are healthy and our facility is as clean as possible so that we can delivery healthy goldfish to our customers. Once a fish leaves our facilities we do not allow them to come back for any reason. We work very hard to avoid cross-contamination in order to maintain the health of all of our fish.

How long does it take to ship my fish after my order has been paid?

We ship most purchases within 3 business days. Shipping days are Monday – Thursday, we do not ship on Friday, Saturday, Sunday or within 2 days of federal holidays.

You will receive an auto generated email from us with your tracking number once when we create a label for your shipment. If you don’t receive it by the end of the shipping date, please check your promotion or spam inbox or contact us to request it.

Updated shipping dates:
Due to COVID-19 all over the country we’re trying to minimize the trip to our shipping facility, shipping date has changed to Tuesday & Wednesdays every week under normal conditions. If you can’t receive your fish on Wednesdays or Thursdays please let us know.

Orders that placed after Wednesdays each week will be shipped in the following week. Thanks for your understanding..

Do I need to be present when my fish are delivered?

It is very important that you are at home when your fish are delivered. The trip is very stressful for the fish so we suggest that you get your fish settled ASAP after arrival.

Can I pick up my fish at my closest UPS store?

Of course, simply mention it in the optional message box while placing an order, we will ship your fish to your closest UPS Access Point for you to pick up.

Do you sell supplies for the fish?

No. At this time we do not sell fish supplies.

Do you ship to Hawaii, Puerto Rico or Canada?

Yes we do, addition shipping charges may apply if you’re in these areas. Please contact us for a shipping quote with your total order.

An import permit issued by State of Hawaii Department of Agriculture is required for our goldfish.

For Canadian buyers, please fill out an Importer’s Declaration of Ownership for Pet Aquatic Animals for each of your order.

How do I set up a wholesale account?

If you would like to become a wholesale customer, please fill out the form located here.

Will you hold my purchase while I bid on more fish?

Absolutely. If you make multiple purchase we’d like to assist you with holding your fish and arranging shipping.

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