Purchase with confidence - Fish Happens! Guarantee

Help & FAQs

Fish, Shipping, Quarantine...We've got you covered.


Fishy Questions

What are your water parameters?

All of our systems are run at normal reef salinity (1.025 ppt).

Temperature: 76°-78° pH: 7.8-8.4

What do you feed the fish?

The majority of our fish are fed PE Mysis. All of our herbivorous fish (Tangs, Rabbitfish) are also fed live Ogo.

Our signature species (Moorish Idols, Leopard Wrasses, Lionfish) are fed different foods based on their species' particular dietary needs: mastik, nori, pellets, live ghost shrimp, mollies, etc.

How do I acclimate my fish when it arrives?

Don't worry! Your fish comes with an easy to follow acclimation guide in each package.

What is your quarantine protocol?

Thanks for asking!

Click here to read all about our quarantine protocol services.

Why is my fish not eating?

If your fish has just arrived this is not unusual behavior. Shipping and moving into a new home can be stressful, so your fish may take some time to adjust. We highly recommend using an isolation/acclimation box so your fish has time to adapt to any new tank mates and redevelop it's healthy apatite.

Make sure you're feeding the correct foods for your particular fish. Food should be fresh, and any Mysis should not smell "fishy".

If a week goes by and your new fish doesn't seem to take any interest in food please contact us.


Can I cancel my order?

Since we hand-pick fish to order, orders cannot be canceled or refunded once the fish is acquired. This is why it is very important you thoroughly research each fish before ordering.

However, if we have not acquired the fish yet, and it is not a Collector's Chamber item, we are happy to cancel the order and refund you.

What if I want to speak to someone?

We want to speak to you too! Contact us with any questions, concerns, or feedback.

We can be reached by phone or email. Contacting us by phone will receive the fastest response. Our office is open: Mon-Thurs 10am-5pm PST.

If the matter is urgent (i.e. a fish has arrived and is not acclimating well, or its shipping box is broken or leaking) please call us so we can help you as soon as possible.

*Please note that inquiries sent Friday-Sunday will receive a reply the following 1-3 business days.

I haven't heard anything about my fish!

Just the fish (no quarantine) will ship once the fish are acquired (1-5 business days).

An order placed for unquarantined fish means you are ready and available to accept them by mail.

Delivery dates are Tuesday-Friday.

14-Day Clean (Quarantine) Fish:

Don't worry, your fish is in our care and we are getting it ready for its new forever home.

You will be contacted once your fish completes QT. If it is more than 6 weeks after you placed your order and we have not contacted you with an update, please feel free to reach out to us.

What fish do you have in stock? Are they ready to ship?

As a quarantine service we acquire and quarantine fish once an order is placed, with a few exceptions**

All of our stock Fish listed as "available" can be acquired at this time to undergo quarantine. The process takes 2-6 weeks typically. On occasion, we have extra of certain species in-house that can ship sooner.

We send out regular lists in our newsletter of in-house fish that are available to ship right away.

**Signature Fish & Collectors Chamber fish are in-house and either ready to ship or list what date they will be ready to ship.


What countries do you ship to?

We currently only ship within the Continental United States. We do not ship to Alaska or Hawaii.

To enquire about shipping to a different destination, please contact us.

How long will it take to receive my order? / When will my order arrive?

How quickly your fish ships will depend on the Collection & QT Protocol you selected.

**Signature Fish ship first available business day

*Collectors Chamber fish ship as soon as they complete QT

Just the Fish - Ship within 1-5 business days of the order date.

14-Day Clean Fish - Ship typically between 2-6 weeks from the order date. Considering the nature of quarantining fish we will contact you if the protocol will take longer for any reason. You will be contacted by phone or email to schedule shipping (please make sure you leave updated and accurate contact information!)

Once any product is shipped you will receive a confirmation email with the courier's tracking information.

How will I know when my order ships?

You will receive a confirmation email when your fish ship(s) that will include a tracking number for the carrier.

**Signature Fish ship first available business day after order is placed.

*Collectors Chamber ship as soon as QT is complete.

Just the Fish will ship as soon as the order is ready (Typically within 7 business days).

14-Day Clean Fish - We will contact by phone or email once quarantine is complete, to notify you of the shipping date.

Make sure to check your junk/spam folder!

**All shipments are via overnight shipping and are delivered between Tuesday-Friday**

What happens if my fish gets delayed in shipping?

We understand how frustrating this can be! We hate shipping delays as much as you do. Luckily we have some of the best shipping success rates in the biz! More than likely your new finned friends will be just fine. We pack our boxes in a way that maximizes their transit time so they can still arrive safely. On the off chance you incur a loss; you're covered by our Fish Happens! Guarantee

Guarantee Policy

What if my fish was Dead On Arrival (DOA)?

We've got you covered!

Our Fish Happens! Guarantee:

If your fish is DOA or dies within 72 hours of arrival we will issue you store credit for the price you purchased the fish at. No questions asked, all we require is your order number and a clear photo of the fish we sent you.

Just go to our File a Claim page to submit your photo.

*We cannot process your claim without a photo.

Do your fish come with guarantees?


We understand that with tank keeping, Fish Happens!

So, we offer our Fish Happens! Guarantee: If your fish arrives DOA or dies within 72 hours of arrival we will issue you a store credit no questions asked. All we require is a clear photo and your order number.

Go to our Fish Happens! page to learn more about our guarantee.

Still looking for answers?