- SHIPPING POLICY
This is important stuff!
READ IT! Read it ALL then read it AGAIN!
It is YOUR responsibility to read and understand our Shipping Policy prior to placing an order!
It is in your best interest to create an account on our website if you are placing an order. If you do not create an account, you will NOT be able to read emails that we send concerning the status of your order.
We DO NOT, under any circumstances, share or sell any customer information. The information collected on our website is used solely for the purpose of communicating to you about and shipping your order.
WE GUARANTEE LIVE ARRIVAL FOR OUR FISH with NEXT-DAY AIR ONLY. Packages MUST be delivered on-time for credits to be issued by Gunpowder Aquatics.
Late deliveries with DOA fish:
Postage/Shipping Cost refunds will not be issued for late delivery but a shipping price credit will be issued to your account on our website. Packages must be delivered on-time for our Live Arrival Guarantee to apply. Live Arrival Guarantee ONLY APPLIES to initial shipments. Live Arrival Guarantee will NOT APPLY to re-shipped orders.
A signature is required for all "Next Day Air packages". Live Arrival Guarantee is automatically forfeit if you waive the required signature for Express Mail.
In the case of a DOA fish: TWO pictures must sent to us within TWO HOURS OF THE FIRST DELIVERY ATTEMPT. One picture must show the fish in the original UNOPENED bag. The second picture MUST show the dead fish removed from the bag with a toothpick through the fish to prove that it is, in fact, dead. In the case of snails or other invertebrates, place the doa item in question in a clear plastic bag and smash it and send us the picture. You'd be amazed at the stunts people will try in hopes of getting free stuff from internet retailers!!
In the case of DOA's with on-time deliveries: you will receive a credit for any future purchase from our website. YOU will be responsible for shipping costs of replacement fish. Replacement fish can be added to any future order to save on shipping costs. Shipping Charges are NOT REFUNDABLE.
In the case of DOA's with late delivery of Next Day Air Packages: We will file claims on your behalf with UPS when necessary or warranted ONLY FOR ISSUES WITH 'Next Day Air' involving LOST or DAMAGED packages. Any refunds issued by UPS will be credited to your account on our website. Credits do not expire and will automatically be applied at checkout on your next order. NO REFUNDS ARE ISSUED FOR CLAIMS. Claims processing can take 30-60 days but are generally resolved in 2-3 weeks. We will only file the initial claim. If your claim is denied, we will NOT file appeals.
SHIPPING COSTS are listed at checkout and are flat-rate per order via UPS Next Day Air and UPS 2nd Day Air. Cost is based on your UPS Shipping Zone. You can click the Shipping Zones and Shipping Prices tabs on our homepage to see your shipping cost. Please call or email us if you have any questions on the procedures.
Local Pickup is NOT AVAILABLE
We accept PayPal, Visa, MasterCard, American Express and Discover. We DO NOT take telephone orders - all orders must be placed on our website! Website credit card payments are handled through PayPal Pro.
We offer fish for sale through a variety of methods including our website, wholesale and local sales so there may be times that an item that you ordered is not available at the time of shipping. We fill orders on a first-come, first-serve basis. If an item is out-of-stock on your scheduled shipping date, a refund for that item will be issued back to the original method of payment. Refunds are issued on Fridays following delivery confirmation. Credit Card refunds may take 2-3 business days to appear on your statement depending on your card issuer's policy.
You can click the UPS Zone Chart and Shipping Prices tabs on our homepage to see your shipping cost. Your Shipping Zone is based on the first 3 digits of your zip code. Match it to the list to find your zone. Check the Shipping Prices tab to see your shipping cost!
We use UPS exclusively. UPS Next Day Air is our preferred shipping method and is available to all zip codes in the continental US and Hawaii. 2nd Day Air is available to the 48 contiguous states. UPS Ground is available to Florida residents east of the Apalachicola River, not including the Keys. 1-Day Ground is also available to portions of Southern Georgia. 2-Day Ground is available to zip codes in Zone 3.
***ORDER CUTOFF TIMES***
Orders received after 5pm EST will be processed the next day. We operate 7 days a week. Our office is closed on Saturdays and Mondays for phone calls but we will answer emails in the evenings. Orders received after Monday at 10am EST will be processed on Tuesday.
Cutoff time for orders to ship this week via UPS 2nd Day Air is Monday at 10am EST. Cutoff time to ship this week via UPS Next Day Air or 2nd Day Air w/ Saturday Delivery Upcharge is Tuesday at 6pm EST. Orders that are received after the cutoff time will be shipped the following week.
We ship Tuesdays, Wednesdays and Thursdays. Only NEXT-DAY AIR and 2nd Day Air w/ Saturday Delivery Upcharge will be scheduled for Thursdays. We now offer Next Day Air w/ Saturday delivery. Cutoff times still apply. All orders will be scheduled to ship on Tuesdays by default but you can choose any of our shipping days that best fit your schedule.
Your shipping costs include the very best in packaging. We use Pro Pak and Speedling Styrofoam boxes and pack all of our boxes with additional Eco-Touch insulation for heat retention during cold months and to protect your fish from prolonged, direct contact with ice packs during the summer months. Heat or Ice Packs are included whenever necessary. We use the best 3mil and 4mil bags available to the industry.
Orders must be submitted and paid at least 48 hours prior to shipping!!
ALL WEBSITE ORDERS ARE FINAL. Additional items ordered through our website will be treated as separate orders, are subject to additional shipping costs and may ship on separate dates. It will be at our discretion as to whether or not they are added to the same box/shipment. Additional items may be ordered but you have to send us an email through our "Contact Us" page before the ORDER CUTOFF TIME. We will send you a Quickbooks invoice for the add-ons.
Cancellation requests for FISH must be submitted at least TWO DAYS prior to scheduled shipping. You will be charged a 15% re-stocking fee. Orders cancelled less than 2 days prior to scheduled shipping will be charged a 50% re-stocking fee- no exceptions! Orders CANNOT BE CANCELLED on the day they are scheduled to ship. NO REFUNDS will be issued if you attempt to cancel an order on the scheduled shipping day - no exceptions! You CAN choose to re-schedule shipping up to 10am on the day your order is scheduled to ship! Orders for PLANTS must be cancelled THREE days prior to scheduled shipping. Plants will not be refunded if the order is cancelled less than three days prior to shipping - no exceptions!
You can get the most out of your UPS Shipping experience by creating a UPS My Choice account. CLICK HERE to learn more. With My Choice, you can get delivery estimates, alerts, signature release, change delivery address, leave instructions for your driver and much more.
Tracking information will be sent between 5pm and 6pm EST as a UPS Tracking Notification through UPS Worldship. If you did not receive your email - CHECK YOUR SPAM FILE. Orders paid with PayPal will have the tracking info logged into their purchase in their PayPal account by 10pm EST on the designated shipping date.
Packages are insured against loss or damage by UPS. DOA are NOT covered by Package Insurance - Please See Live Arrival Guarantee. Next Day Air packages are insured for the full purchase price. 2nd Day Air packages are insured for $100 or the value of your order, whichever is less.
We can ship to Hawaii but YOU MUST HAVE AN IMPORT CERTIFICATE ISSUED BY THE HAWAII DEPARTMENT OF AGRICULTURE!! The permit must be emailed to us prior to receiving your order. We will verify the license by telephone with the office in Honolulu. Only approved species will be shipped to Hawaii.
For more information on importing animals into Hawaii - click here
We do our best to monitor the weather across the nation. We receive Perishable Goods Shipping Advisories and Restrictions through our airline shippers, UPS and NWS. This DOES NOT mean that we know what the weather is like on the ground in your area nor can we guarantee that packages won't be delayed due to weather along your shipping route. If Advisories are in place for your area, 2nd- Day Packages will not ship and Next-Day Packages will only be shipped if we feel that there will be no delays along the shipping routes that will affect the timely delivery of your package. You will be notified by email if your shipment is rescheduled.
Ultimately, it is your responsibility to let us now if you would like to delay shipping due to the weather or other unforeseen circumstances. You have until 10am EST on your scheduled shipping day to make the decision for UPS shipments - either email us or call me. No one will answer the phones until 9am EST - SO LEAVE A MESSAGE. If we don't hear from you by the aforementioned times, your fish will be shipped as scheduled. 2nd Day Air is not recommended and may be delayed if your nighttime low temperatures are below 40F.
We strongly urge you to schedule your delivery for a day that someone will be home to receive the fish. WE DO NOT GUARANTEE DELIVERY TIMES. Protect your fish and protect your investment by choosing Next Day Air Shipping. DO NOT LEAVE packages outside at any time of the year!
We will delay shipping for up to three weeks to allow for more favorable winter weather conditions. If your order cannot be shipped within the three weeks, we reserve the right to cancel your order. A 15% re-stocking fee will be deducted from your refund and applied as a credit to your account or you will be issued a full credit for a future order - it is your choice. It is up to you to use common sense when ordering live animals and take the necessary steps on your end to ensure safe delivery. We pack our fish to the highest standards to deal with cold weather but we remind you again, 2nd Day Air is NOT RECOMMENDED for live animals when the low temperatures in your area are below 40F.
ALL SALES ARE FINAL - We do not accept returns for any reason
*Gunpowder Aquatics is NOT responsible for shipping issues that are beyond our control. Delays in shipping caused by USPS, FedEx, UPS, Mother Nature or any acts of God, terrorists or your own ineptitude including, but not limited to, your inability to submit the correct shipping address or your failure to be available to receive your fish at the FIRST delivery attempt are NOT OUR RESPONSIBILITY!
It is YOUR responsibility to READ and UNDERSTAND our ENTIRE Shipping Policy prior to placing an order with us. If you do not understand any portion of our policy, please contact us by phone or email and we will be happy to answer your questions and clarify any issues that you do not understand or agree with.