CUSTOMER FAQ
Shipping
Q: What shipping carriers do you use?
A: We use FedEx and UPS for live fish shipments and USPS for food and medication shipments.
Q: When will my order be shipped?
A: We primarily ship orders on Mondays. However, shipments may also occur on Tuesdays or Wednesdays at our discretion. For special requests, please contact us to arrange a suitable shipping time.
Q: Do you ship on weekends?
A: Saturday delivery is available for an additional fee. Sunday delivery is not available.
Q: Do you include ice or heat packs?
A: During hot summer months, we include ice packs when necessary. As goldfish are cold-water fish, we do not use heat packs, preferring to ship in cooler conditions. If temperatures at the destination fall below 20°F, we will hold the fish and ship when conditions improve.
Q: How long can you hold fish after purchase?
A: We can hold fish for up to two weeks post-purchase. Orders not shipped within this period will be canceled, with a 10% restocking fee applied.
Q: How can I add another fish to an existing order without additional shipping costs?
A: Select the "Pickup/Add to Existing Order" option under the shipping tab at checkout.
Q: Do you have a storefront for walk-in customers?
A: We do not have a physical storefront. However, local customers may select the "Pickup" option at checkout to arrange collection instead of shipping.
Q: Do you ship to Hawaii?
A: We currently offer shipping to the main island (Honolulu only). Please contact us for further details.
Q: Do you ship to Canada?
A: No, we don't
Q: What happens if my order is delayed?
A: While delays are unfortunate and beyond our control once the package is with the carrier, our fish are packaged to survive up to seven days in transit. Please monitor tracking information and retrieve your package promptly upon delivery to ensure the fish’s well-being.
Quarantine and Fish Care
Q: Do you quarantine your fish? If so, for how long?
A: Yes, all fish are quarantined and treated for two weeks upon arrival at our facility. They are then observed for an additional two weeks before being offered for sale.
Q: Should I quarantine my fish after they arrive?
A: We recommend quarantining new fish before introducing them to a community tank. However, quarantine should only be done in a properly cycled setup with a sponge filter or other cycled filtration system. Placing fish in an uncycled tank or tub may cause harm due to ammonia or nitrite spikes.
Q: What temperature and pH do you maintain for your fish?
A: Our fish are kept at temperatures between 74–78°F and a pH range of 7.0–8.2. We recommend maintaining similar water parameters for optimal fish health.
Warranty
Q: How do I file a claim for a fish that is dead on arrival (DOA) or dies within seven days?
A: Please refer to our Live Arrival Guarantee Policy for detailed instructions on filing a claim.
Contact
Q: What is the best way to contact you?
A: The most efficient way to reach us is via email at chuchugoldfish@gmail.com, with responses typically provided on the same day. You may also contact us by phone or text at 512-769-5496 or through our social media channels. If we are unable to answer, please leave a voicemail or text, and we will respond promptly.