Frequently asked questions

We currently ship within the United States.

Bring the box inside as soon as it is delivered and open it right away. Keep the bags closed, check on everyone, then follow our acclimation steps before adding them to your tank.

Eligible fish and invertebrates are covered by our Live Arrival Guarantee. Within 12 hours of the first delivery attempt or pickup, email hello@tailsandfin.com with a photo in the unopened bag and a photo on a paper towel so the quantity is clear.

Snails often rest for several days after a trip. Allow up to 5 days. If it still has not moved or shows clear signs it has died, contact us with photos and your order number.

Some melting or droopy leaves after shipping are normal. Give plants about 15 days to settle. If a plant arrives badly damaged, email us clear photos as received.

Approved claims receive store credit or a gift card for the affected animals, or a replacement. Replacement shipping is paid by the customer. See the full policy for details.