Shipping policy

Shipping Policy

Processing Time
Orders are typically processed and shipped within 1–3 business days of purchase. Fish are fasted for 24–48 hours prior to shipping to reduce stress and maintain water quality during transit.

Shipping Days
To ensure the safest possible transit, we only ship Monday through Wednesday. This avoids fish sitting in transit facilities over the weekend. Orders placed later in the week will ship the following shipping window.

Weather Holds
Fish are living animals, and extreme temperatures can be fatal during shipping. We monitor weather conditions along the shipping route and reserve the right to delay an order if:

  • The overnight low temperature at the origin or destination falls below 20°F, or
  • The daytime high temperature at the origin or destination exceeds 95°F

If your order is placed on hold due to weather, we will notify you and ship as soon as conditions are safe. We appreciate your patience — this policy exists to protect the health of your fish.

Packaging
All fish are carefully packed in breather bags with adequate water, insulated to protect against temperature extremes, and include a heat or cold pack when seasonally necessary. We take every precaution to ensure your fish arrive healthy and stress-free.

Shipping Carrier
We ship via USPS Priority Mail. Tracking information will be provided once your order ships.

Live Arrival Guarantee (DOA Policy)
We guarantee live arrival of all fish. If any fish arrive deceased, the following conditions apply:

  • You must photograph the deceased fish while still inside the sealed, unopened shipping bag.
  • Photos must be taken and emailed to us within 2 hours of the delivery time shown on your tracking information.
  • Claims submitted after this window, or without photo evidence of the sealed bag, cannot be honored.

If a valid DOA claim is submitted, we will issue store credit equal to the value of the deceased fish. Shipping costs are non-refundable.

This guarantee does not apply if:

  • The buyer declines or ignores a recommended weather hold
  • An incorrect or incomplete shipping address was provided at checkout
  • The package was left in an unsafe location (e.g., direct sun, extreme heat/cold) after delivery and not brought inside promptly
  • The order is shipped to a P.O. Box or freight-forwarding address (fish cannot be delivered to these locations)

Delayed Shipments
We are not responsible for carrier delays once a package has been shipped. However, if a significant carrier delay affects the health of your fish upon arrival, please contact us with photo evidence and we will review on a case-by-case basis.

Questions
If you have any questions about an order or a DOA claim, please contact us at NEMedaka@pm.me - we're happy to help make it right.