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Shipping info
How we ship live animals
Live animals travel best early in the week and in safe weather. Here is when we ship, how long it takes, and what helps your box arrive happy.
Shipping days
Our shipping week
Shipping early in the week means fewer boxes sitting in a warehouse over the weekend.
- Mon We shipAll order types
- Tue We shipAll order types
- Wed Some servicesUPS Next Day Air, FedEx Overnight and USPS
- Thu Rest dayBoxes stay cozy at home
- Fri Rest dayFins up, boxes down
- Sat Rest dayShrimp-watching day
- Sun Rest dayLazy Sunday swim
Shipping times are transit time after your box ships, and do not include processing time.
From your order to your door
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1
You order
Pick your animals, plants and supplies, and choose a shipping service at checkout.
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2
We get it ready
Orders are generally processed within 1–7 business days.
1–7 business days -
3
It ships, early in the week
Live animals ship Monday to Wednesday so boxes are not held over the weekend, and only when the weather is safe.
Mon to Wed -
4
On its way to you
Transit time depends on the service you chose and starts after the box ships. Keep an eye on your tracking.
Track it
Weather holds
When shipping can slow down
We watch the weather before every live shipment, and we will wait for a safer window rather than risk it.
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Things that can delay a shipment
- Extreme temperatures
- Severe weather
- Carrier disruptions
- Holidays
- Unsafe conditions where you live
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We hold boxes to keep animals safe
If it is not safe to ship, we hold your order until conditions improve. Heat packs or cold packs are added when needed.
Weather delays made to protect livestock do not automatically qualify for a cancellation or refund.
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Holiday pause
We pause shipping during the week of Christmas and New Year because of the cold and the higher chance of delays. We usually start again the week after New Year, weather permitting.
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Pre-orders and weather holds
If a pre-order meets a weather hold, the hold days are added on top of the ship window promised at checkout.
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"Next Day" is not next day from your order
UPS Next Day Air, FedEx Overnight, UPS 2nd Day Air and FedEx 2Day describe transit time after the box ships. Please add 1–7 days of processing.
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Carrier forwarding mistakes
Live Arrival GuaranteeIf UPS or USPS forwards your shipment in error, we cover that mistake.
Delivery
Your part of the trip
A few simple things keep your animals safe on the last stretch home.
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Please make sure you
- Give us an accurate shipping address
- Keep an eye on your tracking
- Are around to receive a live shipment
- Pick up promptly if the box is held at a carrier location
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Why it matters
Read the guaranteePackages held at a carrier location should be picked up, or have delivery arranged, as soon as possible. Not receiving a live shipment promptly may void the Live Arrival Guarantee.
Orders
Cancellations and returns
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Order cancellations
Email hello@tailsandfin.com as soon as possible. Orders that are already processed, packed or shipped may not be eligible.
Approved cancellations have a 10% cancellation fee. Once an order ships it cannot be cancelled.
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Pre-order cancellations
Pre-order items are bought or reserved just for you and may not be resold once you order. Because we commit stock and costs to secure them, pre-orders have a 15% cancellation fee.
In the rare case we cannot meet our delivery commitment, no fee applies.
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Returns
We do not accept returns of live animals, aquatic plants or dry goods. If something arrives incorrect, damaged or defective, email us your order number and clear photos and we will review it.
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Check your local rules
Some aquatic animals are restricted in certain states, counties or cities. Please check that what you order is legal to own and receive where you live. We cannot ship to places where an animal is prohibited or needs a permit you do not have, and we are not responsible for animals refused or confiscated because of local rules.
Be tank ready
Before you order
Live animals need a home that is ready for them on day one.
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Please make sure
- Your aquarium is established and suits the species
- Your water parameters are right for them
- They get along with who already lives there
- You have the equipment and supplies you need
- You know how to acclimate and care for them
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Questions? We are happy to help
Email hello@tailsandfin.comAsk us about an order, shipping, a DOA claim, a cancellation or any policy. Please include your order number when it is about an existing order.