WHERE'S MY ORDER?

Where is my order? I ordered after Wed 6am PST.

Thank you for placing your order with us. Our team is diligently working to process and prepare your shipment for delivery. Please note that orders placed after Wednesday 6am PST are scheduled to be shipped the following Monday through Wednesday. However, there may be situations where we need to hold your order for longer periods due to certain circumstances:

1. Temperature Conditions: If the temperatures in your area or our area fall outside the acceptable range for shipping live animals, we may need to delay the shipment until a suitable temperature window becomes available. Ensuring the safety and well-being of your order is our top priority.

2. Public Holidays: If there are public holidays during the shipping period where USPS or UPS does not deliver or pick up packages, it may cause a delay in the delivery of your order.

Once your order has been shipped, you will receive an email notification with your tracking number. This will allow you to track the progress of your package using the provided tracking number. We kindly ask for your understanding and assure you that we are doing everything possible to ensure the timely and safe delivery of your order. For more detailed information, please refer to our shipping page on our website. Thank you for your patience and support!

Where is my order? I paid for the Next Day Air shipping option.

We appreciate your choice of the Next Day Air shipping option for your order. However, please note that Next Day Air does not guarantee immediate delivery the day after the order is placed. Similarly, Priority Mail 2-3 day shipping does not imply delivery within exactly 2-3 days after the order placement. The estimated number of days specified for each service represents the transit time, which starts once the package is shipped and does not include the handling and processing time.

To ensure the best condition for live animals during transit, we allocate additional time for packing and handling. This additional time can range from 1 to 9 days, depending on various factors. Therefore, we kindly request your patience and understanding regarding the handling and processing of your order.

Once your order has been shipped, you will receive a shipping confirmation email containing the tracking information. The tracking number will allow you to monitor the progress of your package. If the temperatures at the destination are not within our safe range for shipping, we may hold the order until a suitable temperature window becomes available. For more information on our temperature cutoff range and shipping details, please refer to our shipping page on our website. Thank you for your understanding, and we appreciate your trust in our services!

Where is my order? The tracking says it is delivered but it is not. We apologize for any confusion or inconvenience caused by the tracking status of your order. If the tracking information shows that your package has been delivered, but you have not received it, we recommend taking the following steps:

1. Contact Local USPS or UPS Office: Please reach out to your local USPS or UPS office as they have the most up-to-date information regarding the delivery status. They may have scanned the package ahead of time or left it at an alternate location. Provide them with your tracking number, and they will be able to assist you further.

2. Verify Spam or Junk Mail: Occasionally, the email containing your tracking information may end up in your spam or junk mail folder. Please check those folders to ensure you haven't missed any communication from us.

We understand the importance of receiving your order promptly and in good condition. Please follow up with the appropriate postal service and let us know if you require any further assistance. Thank you for your patience and cooperation!

ORDER / CHECKOUT

Can I change the items in my order? 

If your order has not yet been processed or shipped, we will make every effort to accommodate your request to change the items. Please reach out to our customer support as soon as possible with your order details and the specific changes you would like to make.

Can you charge the upgrade to my credit card previously used?

Thank you for your interest in upgrading your order. However, for security reasons, we do not store credit card information from our customers. If you require an upgrade or any additional payments, we will send you a secure invoice link where you can make the payment using your preferred payment method. This ensures the privacy and security of your financial information. We appreciate your understanding in this matter. If you have any further questions or concerns, please let us know. Thank you!

Can I add a heat pack or ice pack to my order?

Our team will carefully assess the temperature conditions in your area and determine if adding a heat pack or ice pack is required. If it is determined that such measures are necessary, we will include them in your order at no additional cost to you.

What should I do? I was sent the wrong order.

We apologize for the mix-up and any inconvenience caused. To assist you further, please email us at shrimpupaquatics@gmail.com with a clear photo of the unopened bag containing the wrong order. This will help us better understand the situation and enable us to provide a prompt resolution. Our dedicated customer support team will address the issue and work towards resolving it to your satisfaction. Thank you for bringing this to our attention, and we apologize for any inconvenience caused.

Why am I only offered Next Day Air Shipping?

Thank you for your question. If you are seeing only the option for Next Day Air Shipping, it may be due to the nature of your order. For orders containing live fish or orders with a value exceeding $250, we prioritize Next Day Air Shipping. This ensures that the sensitive fish species are transported quickly and safely to their destination. However, for other types of orders, different shipping options may be available. If you have any concerns or specific requirements, please reach out to our customer support team, and we will be happy to assist you. Thank you for your understanding!

Do you have a local pick-up option?

We apologize for any inconvenience, but we currently do not offer a local pick-up option. As an online store, our operations are focused on shipping orders directly to our customers.

SHIPPING

How can I hold my order to be shipped on a specific date?

If you wish to hold your order and have it shipped on a specific date, we're here to assist you. Please promptly email us at shrimpupaquatics@gmail.com with your order number after placing your order with your date request. Once we receive your email, our team will manually prioritize your request and pull out your order from the shipping queue. Please allow us 48 hours to process your request. We will then communicate with you via email to coordinate the next available shipping dates that align with your preference.

Do you offer free shipping?

Thank you for your interest in our shipping options. We do provide free shipping on orders totaling $100 or more!!! During the checkout process, you can simply pick it once you have 100$ in your cart. 

How can I upgrade the shipping?

To upgrade your shipping method, please send an email to shrimpupaquatics@gmail.com, including your order number. We will respond promptly to your request within 24-48 hours. Kindly note that upgrading the shipping to Next Day Air or other expedited options does not guarantee immediate shipment. We follow a shipping schedule where all orders, regardless of the chosen shipping method, are shipped between Monday and Wednesday. This approach minimizes the risk of packages sitting in transit over the weekend due to unforeseen shipping delays. 

How do I hold my order at the USPS office?

We regret to inform you that we are unable to facilitate holding orders at USPS offices directly from our end. Once your order is shipped, you will receive a separate email containing the tracking number. To request holding your package at a USPS office, you can visit the USPS website and sign up for an account. Using the tracking number provided, you will have the option to manage your package, including holding it at the nearest USPS office. Please note that USPS may charge a fee for intercepting and holding the package, as their policies govern this process. If you have any further questions or need assistance with USPS services, we recommend contacting their customer support directly. Thank you for your understanding and cooperation!

LIVE ARRIVAL GUARANTEE

My Order Is Delayed, will my shrimp survive the additional day?

We understand your concerns about the delay in your order and the well-being of the shrimps. Rest assured, we take the safety and health of our shrimps very seriously. Shrimp can typically survive in their bags for extended periods. In the event of a delay, we will honor our Live Arrival Guarantee Policy, which you can find detailed on our website here. To assist us in addressing any concerns promptly, we kindly request that you send us a clear photo of the shrimp in the unopened bag within 6 hours of delivery. This helps us assess their condition and take appropriate measures to ensure their well-being.

LIVESTOCK

The green jades look black or blue or dark?

When you first receive Green Jade shrimp, it is normal for them to appear black or dark due to the stress they experience during shipping. However, as they acclimate to their new environment, their vibrant green color will gradually become more apparent.

To enhance the green coloration of your Green Jade shrimp, it is recommended to provide them with a well-lit tank. Opting for a high-intensity, white light source will help bring out the best colors in these shrimp. Adequate lighting is crucial for showcasing their natural beauty.

Additionally, the substrate you choose can also influence the appearance of Green Jade shrimp. A black substrate is often recommended as it creates a contrasting backdrop that highlights their vibrant green coloration. The dark substrate allows the shrimp to stand out and showcase their true beauty.

Remember, Green Jade shrimp are known for their finicky nature, and their coloration can be influenced by various factors, including water parameters and diet. Providing them with optimal conditions, including stable water parameters and a balanced diet, will contribute to their overall health and vibrant green coloration.

Is my tank ready for shrimp?

If you're new to keeping shrimp, we suggest starting with the Neocaridina species rather than the Caridina species. Neocaridina shrimp, such as Cherry shrimp or Blue Dream shrimp, are generally more forgiving and adaptable to a wider range of water parameters, making them ideal for beginners.

To ensure the well-being of your shrimp, it's important to maintain suitable water conditions. We recommend using a reliable liquid test kit to regularly monitor water parameters such as ammonia, nitrite, nitrate, pH, and temperature. This will help you ensure that the water quality remains within the optimal range for your shrimp.

In order to provide you with more comprehensive guidance, we have several detailed articles available on our blog that cover topics like tank setup, water parameters, feeding, and general care for shrimp. These articles will serve as valuable resources to assist you in creating a thriving and enjoyable environment for your shrimp.

Remember, creating a stable and appropriate habitat for your shrimp is key to their health and happiness. By starting with the Neocaridina species and following proper care guidelines, you'll have a rewarding experience as a shrimp keeper.

If you have any further questions or need additional assistance, feel free to reach out to us. Happy shrimp keeping, and enjoy your journey into the fascinating world of these beautiful creatures!