Shipping FAQ

How are livestock orders shipped? To reduce levels of stress from travel on your livestock, all livestock orders are shipped via UPS Next Day Air using our time-tested and proven shipping procedures. Once our aquatic creatures have been bagged and sealed, they are carefully packed in styrofoam before being placed in its shipping box. Our warehouse packers include heat or ice if necessary for the climate in which the package will be delivered, based on weather forecasts for the day of arrival as determined on the date of shipment. If it is determined that the weather is too hazardous, the shipment may be delayed until conditions improve, or you may be asked to provide an address for your prefered UPS Customer Center at which the shipment will be held for pickup. Please note that choosing not to provide a UPS holding facility in the event of hazardous weather conditions may void your livestock warantee as such conditions may be harmful to the creatures in your shipment. Livestock orders placed in conjunction with live rock, live sand, or aquarium supplies will be shipped seperately to ensure the wellbeing of the aquatic life.

When will my livestock order be shipped? All livestock orders ship via UPS Next Day Air, meaning that the package will arrive the following day after the package leaves our facility, not the day after the order is placed. Once a livestock order is placed, there is a 24 hour processing period, excluding holidays and weekends, before the warehouse receives the order. Our livestock specialists then review the order to determine if all of the items in the order have successfully completed our quarantine process, are eating right, looking healthy, and are safe for travel. If items are still in quarantine or our livestock specialists determine that the item is otherwise not yet ready for travel, the order may be held for a period until all items are cleared for release. The health and wellbeing of your livestock is our top priority. When all items in the order have been cleared for release, we will call you and e-mail you with a delivery time frame estimate for the following day as quoted to us by UPS. If for any reason the time and date provided will not work for you, just let us know during the call, and we will be happy to change the shipping address, have the package held at a UPS facility, or hold the shipment until it is convenient for you. Please note that delivery time frames are determined by UPS, and we cannot provide nor guarantee a precise time of delivery. For information on a more specific delivery time, please contact UPS Customer Service: 1-800-PICK-UPS (1-800-742-5877).

How will I know when my order is shipping? The day your order ships, you will receive an e-mail from UPS, typically in the evening, containing your UPS tracking number so you can make arrangements to sign for your order upon scheduled arrival. For livestock orders, our offices will call you at the phone number provided in your order to confirm the delivery date and time frame. Calls will be followed up with an e-mail from us and an e-mail from UPS later in the day containing the tracking number. Not returning calls or e-mails may result in a delay in shipment. If you do not see an e-mail from UPS with your tracking number in your inbox, please check your spam/junk folder as the e-mail may have been accidentally sorted into the wrong file, a common occurance that can be avoided by adding UPS's notification e-mail address to your address book.

How do I determine my shipping costs? Livestock orders must travel via Next Day Air shipping to ensure optimal health of all creatures. Florida residents qualify for free shipping on all livestock orders over $100, and livestock shipping in Florida for orders under $100 is only $14.99. Please be sure to select the correct shipping method for all livestock as incorrect selection may delay the processing of your order. Live rock and live sand qualify for free ground shipping, and all other aquarium supplies ship for just $9.99 unless otherwise stated on the product page. Please refer to the chart below for specific shipping charges. For the exact guaranteed delivery time for your specific area, contact UPS Customer Service at 1-800-PICK-UPS (1-800-742-5877). Use the origin zip code: 33314 for transit times.

Is it possible to have my order held at a UPS holding facility? Absolutely! To reduce the stress on livestock, and as a convenience to our customers, Aquatic Connection Live endorses the use of qualified UPS holding facilities as your shipment destination. However, you must provide us with the address of your prefered facility as your shipping address. You may locate your nearest facility on UPS.com. Be sure to search only for UPS Customer Centers as they are the only UPS facilities that have guaranteed us that they will hold live animals.

Can I have my order shipped to a location other than my billing address? Yes you can, provided that you contact your credit card company and have it added as an approved address for your account. Please be aware that our billing department investigates all incidents of differing addresses, and this may delay the processing of your order. This is for your protection and ours to prevent credit card fraud. Explaining the different shipping addresses in your special order instructions can help expedite this process.

Are Saturday deliveries available for livestock orders? Certainly. UPS offers Next Day Air delivery on Saturdays, but not all zip codes qualify for this service. There is an additional charge of $22.50 per box for all Saturday deliveries. If you desire a Saturday delivery, please be sure to select the apparopriate shipping option at checkout. To find out if Saturday delivery service is available in your area, please visit UPS.com.

Can you ship to an address outside of the continental U.S.A. ? Unfortunately, we are unable to ship to Hawaii, APO adresses, post office boxes, hotels, Puerto Rico, other U.S. Territories, or other countries, including Canada and Mexico. However, shipping to Alaska is available for an additional charge. Please refer to the pricing table below.

Do I need to sign for my delivery? All orders, be it livestock or dry goods, require a signature upon delivery. If you would like to waive this requirement, we must receive an e-mail before the order is shipped at orders.aquacon@gmail.com stating that you authorize delivery without a signature and that you understand that doing so voids the guarantee. If you are unable to sign for your delivery, please arrange for another party to be present to receive the package or to have the package held at the authorized UPS holding facility of your choosing.

What do I do once my livestock order arrives? To ensure the wellbeing of your new arrivals, we advise you to review our acclimation procedures as soon as possible. Click here for our comprehensive guide to acclimation, derived from our decades of experience. Please follow the steps outlined carefully as acclimation procedures differ for some creatures. These instructions are likely somewhat different from those provided by your local supplier because the stress that traveling can put on livestock requires a more attentive process for acclimation. A proper acclimation is the surest way to give your new aquarium inhabitants long and healthy lives.