FAQ

Cichlodian LLC is currently shipping within USA excluding Alaska and Hawaii.

For the winter season, we currently ship with Southwest Cargo Fresh Fast same day delivery at $85. UPS Next Day Air Saver®, Next Day Air, and 2nd Day Air rates vary with weight and location.

• Once you have placed your order, you will receive an immediate email confirmation about your order going through.

• The team at Cichlodian will separate your fish and they will be fasted for 24 - 48 hours depending on flight schedules. You will receive photos/videos of each ordered fish as they are being packed on the day of delivery.

• Within 24 hours, if you are using Southwest Cargo, you will receive another email providing you with the shipping date and time of arrival to your nearest Southwest Cargo facility. Please contact us if you have a preferred Southwest Cargo location, otherwise we will choose based on your location. We will provide you with the exact address of the Southwest Cargo facility and YOU WILL HAVE TO COLLECT THE SHIPMENT AT THIS FACILITY LOCATION. Southwest Cargo cannot deliver directly to your specified address.
  CLICK HERE TO LOCATE YOUR NEAREST SOUTHWEST CARGO FACILITY.

• On the date of shipment, you will receive a final email with your tracking number and confirmation of delivery.

• The unloading process for Southwest Cargo will take about 30 minutes after the arrival time. Please track your order and plan to pick up your order at the provided Southwest Cargo location around the time of arrival.

• Our UPS Shipping options are UPS Next Day Air Saver®, UPS Next Day® which will deliver straight to your doorstep the next day after we ship your order, and UPS Air 2nd Day Air® which will arrive in two business days.

*DISCLAIMER* We DO NOT guarantee live fish arrival for 2 day shipping! We only guarantee live fish arrival for next day and same day shipping.

• Once you have placed your order, you will receive an immediate email confirmation about your order going through.

• The team at Cichlodian will separate your fish and they will be fasted for 24 - 48 hours depending on flight schedules. You will receive photos/videos of each ordered fish as they are being packed on the day of delivery.

• If you have a preferred day of delivery, please let us know, otherwise we will ship the next upcoming date Monday - Wednesday. You will receive another email with the tracking number and confirmation on the day we ship your order.

• If you have any questions about shipping or need assistance or accommodations with shipping, feel free to contact us through email, phone or the chat box on the bottom left of the website and we will do our best to work things out!

Same day delivery means you will receive your shipment on the same day that we ship it (after 24 - 48 hours of fasting fish). It does NOT mean you will receive your shipment on the day you order it.

Southwest Cargo: Monday - Friday

UPS Shipments: Monday - Wednesday

Shipping delays may occur due to severe weather. We reserve the right to hold an order in extreme weather if we deem it is unsuitable to ship for the safety of the animals. We will give you a notification through call, text or email if your shipment will be delayed and will reschedule for a more suitable time.

• If you encounter any issues with a fish or have lost a fish in shipping, please provide a clear photo or video of the fish unopened in the bag within 2 hours of being delivered. 

• Send the claim via email to: Cichlodian@gmail.com 
  Include your INVOICE NUMBER in the SUBJECT line of your email. 

• We will replace the fish in question, but you will have to pay for shipping. If we do not have the fish in stock, we will refund you for the value of the fish in full, unless you prefer a store credit for future purchases. 

• You will be sent a confirmation document with the replacement, refund or store credit. Shipping is not refundable.

• DOA coverage becomes void once the fish bags are opened and the fish are removed from the bags without providing photos or videos.

• We are not liable for delays caused by shipping carriers, customs processing, or events outside our control. Once we transfer products to the carrier, title and risk of loss passes to you. You may file a claim directly to the shipping carrier and we will assist you.