FAQ

Do you offer a DOA (Dead on Arrival) guarantee?

Yes, we do.

We offer a DOA guarantee only for fish shipped via overnight shipping. You may choose two-day shipping at your own risk, but for Hypancistrus, we highly recommend overnight delivery.

If a fish arrives deceased, please send us a clear photo of the fish in the unopened bag within 2 hours of delivery. Once verified, we’ll refund the cost of the fish.

Additionally, our DOA guarantee covers the first 24 hours after delivery. If the fish dies within this period, you’ll receive a store credit (in the form of a gift card) for the value of the fish.

Note:

• Shipping charges are non-refundable.

• We are not responsible for shipping carrier delays beyond our control.

Do you work with wholesale customers?

Yes! We offer wholesale pricing on live fish, ceramics, and food.

If you’re a store or distributor, feel free to contact us at sales@plecoceramics.com

How do you ship live fish?

We ship live fish via UPS, FedEx, or Shipping Cargo, depending on your location and preference.

Overnight shipping is recommended for safe arrival.

Do you ship ceramics internationally?

Yes, we ship our ceramics worldwide. No matter where you are — we’ll get them to you!

Do you ship live fish internationally?

Retail orders for live fish are only shipped within the United States.

However, wholesale fish orders can be shipped internationally.

Please email us at sales@plecoceramics.com to arrange details.

I changed my mind and would like to cancel a live fish order. How do I do that?

All unshipped live fish orders are subject to a 20% restocking fee which covers the labor that went into preparing the fish for shipping. We will issue a refund for the remaining 80%. Shipped live fish orders are non-refundable.

How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.

I have problems adding items to my shopping cart?

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.