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Help & FAQs

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

FAQs

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.

Ordering

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.

MC Quarantine Protocol 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.

Shipping

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 QT Protocol you selected.

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

MC Quarantine Protocol 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.

Just the Fish will ship as soon as the order is ready.

MC Quarantine Protocol Fish will require scheduled shipping. We will contact you once quarantine is complete to schedule a shipping date.

Make sure to check your junk/spam folder!

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

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?

Yes!

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.

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

Still looking for answers?

If the answers you're looking for aren't in our FAQ, please send us an email by completing the form below.

Thank you for reaching out to us. Please allow us 1-3 business days to reply via email.