Customer FAQ

The listing shows one individually photographed fish. When it is available for purchase, that exact fish is the one reserved for the buyer. Tank numbers and identifying media help keep the fish and order matched.

The photographs and video represent the group rather than one guaranteed individual. We select a healthy fish from that group. Color, pattern, size, and sex may vary unless the listing explicitly guarantees otherwise.

Usually not. Small juveniles are sold as unsexed unless the listing clearly says male, female, or probable sex. We never treat a guess as a guarantee.

Not necessarily. Juvenile color and body shape change with age, and appearance also varies by genetics, sex, health, mood, lighting, and environment. Care-guide and parent photographs are educational unless a listing is labeled Exact Fish.

The batch is being raised and observed but is not ready to purchase. The page may show development updates and parent information. Join Batch Alerts to hear when a meaningful availability update is posted.

Review the adult aquarium size, adult size, temperament, compatibility, water, and care information on the listing and species guide. Plan for the adult fish—not only the juvenile arriving today. Contact us before ordering if compatibility is uncertain.

No. Aquarium size, territories, sex, maturity, individual behavior, and tankmate history all affect compatibility. We provide practical guidance, but the customer is responsible for the final stocking decision and a safe backup plan.

You may leave a reasonable preference, such as larger or smaller within the listed range, but a preference is not guaranteed. We prioritize health and safe travel. Choose an Exact Fish listing when a specific appearance is essential.

Contact us before either order is packed. Combining orders depends on fish compatibility, box capacity, shipping timing, and order status. Shipping charges are adjusted only when we confirm that consolidation is possible.

Contact us immediately. Requests are reviewed individually before shipment. An order cannot normally be changed after packing or carrier release, and live animals cannot be returned after delivery.

Fish ship only on confirmed weekdays for a weekday arrival. We do not tender live-fish packages on Fridays or immediately before a carrier holiday. The actual window depends on weather, carrier conditions, destination, and the fish’s readiness.

When ordering opens, the available live-fish service and price will be shown before payment. Cost may depend on destination, service, box requirements, and order contents. We will not hide a shipping charge after checkout.

No blanket promise is made. Service availability, destination rules, weather, carrier limitations, and any required permits must support a responsible shipment. A complete deliverable street address is required; UPS cannot deliver live-fish packages to a P.O. box.

We may hold an order when weather, holidays, carrier conditions, route risk, or the fish’s condition make travel unsafe. A weather hold keeps the fish reserved and does not automatically cancel the order.

Local pickup is available only when it is shown on the listing or confirmed directly with us. Do not travel until a pickup time and location have been agreed upon.

Have a cycled aquarium or quarantine system ready, match the required temperature and water conditions, clear your schedule, and monitor tracking. An adult must bring the package indoors immediately after delivery or approved carrier-facility pickup.

Bring the package indoors and photograph the unopened shipping box and unopened bag before changing anything. Contact us through the Live Arrival Claim form within two hours of the carrier’s recorded delivery. Keep the fish, bag, box, and packaging until we respond.

Provide the order number, delivery date and time, clear photographs of the fish in the unopened bag, photographs of the shipping box, and an explanation. A short video may also be requested.

After review, Freshwater Freaks may provide a replacement when available, store credit, or a refund of the affected fish’s purchase price. Replacement shipping may be charged separately. Shipping and packaging charges are normally non-refundable after shipment.

The live-arrival policy covers qualifying arrival issues. Water quality, acclimation, tankmates, disease exposure, and aquarium conditions are outside our control after delivery. Contact us quickly if a problem develops so we can try to help.

Sometimes, but not automatically. Compatibility of packing, temperature, box space, service, and product type must be considered. Checkout and order review will determine whether separate packaging or shipping is needed.

Choose the species or listing type you care about and submit your email address. Alerts are for meaningful breeding and availability news; subscribing does not reserve a fish or guarantee inventory.

Yes, subject to availability and approval. Stores can use the Wholesale page to describe their business, preferred species, quantities, and pickup or shipping needs.

Yes. The Future Fish ballot helps guide our research and demand planning. A vote does not guarantee that we will source or breed that species; welfare, legality, space, sourcing, and breeding feasibility still come first.