GENERAL QUESTIONS

  1. Do you know when [fish or shrimp] will be back in stock? We receive new items imported to us weekly, and we update our website daily as stock changes. You can subscribe to our ‘back in stock’ notification tool on each product page to be notified immediately when items are restocked.

  2. Can you import a specific item for me? Unfortunately, we’re unable to accommodate special requests at this time.

  3. Can I order fewer fish or shrimp than the amount listed for sale? I only need one. We’re unable to break order quantities to less than the specified amount. Our business is geared towards serving experienced hobbyists and small businesses. For individual purchases or first-time buyers, we recommend visiting local pet or fish stores.

  4. Can I mix-and-match my order? E.g. 2 Red Cherry Shrimp, 1 Yellow Rice, 1 Blue…etc. We’re unable to accommodate mix-and-match requests at this time due to the delicate and labor-intensive process of selecting fish and shrimp.

  5. Can I request a specific sex or physical feature (Exp: Longest fins or specific color) on my fish or shrimp? Unless the sex is specified in the title, we can’t guarantee picking fish or shrimp of a specific sex. Sexing fish and shrimp is a delicate process and not always possible. However, some items come specifically sexed, such as pair items or male/female only, which will be indicated in the title.

  6. Can I make a deal? I see someone else selling it slightly cheaper, etc. We import and sell only the highest quality fish and shrimp at competitive prices. Unfortunately, we’re unable to accept lower offers, make deals, or offer volume discounts.

  7. Do you have wholesale pricing? Yes! If you’re a fish/shrimp retailer with a brick-and-mortar pet store and have a valid business license and reseller’s permit, please contact us at support@aquaticheavens.com. Once your business information is verified, we can provide you with a stock list and pricing schedule

  8. Why don’t you ship to Washington? Aren’t you based in WA? Can’t I just pick up my order? While we’re based out of Washington, we primarily serve as a fish and shrimp wholesaler to local small businesses. We refrain from shipping to Washington to support our wholesale customers and their retail endeavors.

  9. What about shipping to Hawaii or other countries (international shipping)? Due to strict animal import laws aimed at protecting local fish and wildlife, we’re unable to ship to Hawaii or export our livestock internationally at this time.

DOA Policy:

DOAs (dead on arrivals) are an unfortunate part of shipping live livestock. While we do our best to ensure all fish and shrimp are healthy before shipment, factors like shipping stress or delays can lead to losses in transit.

If your fish/shrimp arrive dead, please contact us at support@aquaticheavens.com within 3 days of receiving your order to file a claim. We require clear photographs of the DOAs for your claim to be approved. Upon approval, we’ll issue a refund for the affected portion of your order.

Livestock Notice:

Purchasing live aquatic animals is different from purchasing hard goods. If the fish/shrimp you order get sick, we’ll place your order on hold to ensure healthy livestock delivery. Sick livestock aren’t shipped as they rarely survive the shipping process and could potentially spread disease in your tank. If an item in your order is placed on hold due to poor health, we’ll ship the rest of your order and refund the affected item.

PAYMENT ISSUES:

  1. Why am I not able to add additional items to my order? We can only capture payment once for an order, and it can’t exceed the authorized amount. This means you can’t add items to an existing order. If you wish to add more items, you’ll need to place a new order.

  2. Why was my bank account charged twice? Banks might display charges immediately, even if payment fails. Failed attempts may appear as pending charges, which are typically reversed within 3-5 days. Refunds are processed within 10 business days, though processing times vary between banks.

  3. How long does it take to receive a refund? Refunds are usually received within 10 business days, but processing times vary between banks. Refunds might appear as a reversal on your bank statement, with the original payment removed and no separate credit issued.

  4. Can a refund be canceled? No, once issued, a refund cannot be canceled. Refunds are issued to the original payment source, even if the card used is expired or canceled.