WHOLESALE Order Policy
Cutoff of order is 4 days prior arrival day. However, if the ordered fish, although available but will take few more days to be prepared, will be have to be included in the NEXT shipment(2 weeks).
Live Arrival Guarantee Policy
We here at Catfish Aquarium work hard to ensure that you receive live healthy fish. We guarantee that your fish will be shipped alive and healthy. If you receive a Dead on Arrival, fish do not worry. You will receive a 100% refund on the fish. You can choose to receive a refund or receive a credit on your next order.
***This policy covers UPS shipments ONLY.
- In order to receive a refund or credit, you MUST take a video of the unboxing and the dead fish INSIDE THE TANK.
- Send an email and upload the video to us at sales@catfish-aquarium.com OR send it by whatsapp at +51 945 913 996
- The email must be sent within TWO HOURS of receiving your fish.
- You also MUST give us a call within two hours of receiving your package at +51 945 913 996 to inform us of the issue.
- If the BOX is intact without damage but the fish are dead, WE WILL REFUND ONLY THE COST OF THE FISH. Shipping cost not included.
- We will STRICTLY FOLLOW the shipping information provided by the customer in any order made. Any wrong information provided by the customer that may cause inconveniences to the shipment is NOT covered by this policy.
Issues, Defects, Not as Described.
If you received the fish but has issues/defects or does not meet to what is described in our Stock list, please CALL and EMAIL us NO LATER THAN TWO HOURS of receiving the fish. Please provide a proof by video taping the fish out from the box and have it placed in a clear container that can clearly show any claimed issues or defects.
Fish Size Measurement.
As generally known to everyone, fishes are measured by the following rule: "From the TIP of the TAIL to the TIP of the MOUTH".
Customer Quarantine and Acclimation
Upon receiving your fish from us we HIGHLY RECOMMEND that you do your own quarantine on the fish. First start by setting up a separate tank in a different room than your current tank. Set your temperature to 81° - 75° F. Also make sure you have aeration. Remove the fish from the shipping box and cut the top of the bag with scissors or a blade. Then GENTLY pour the fish into a separate bucket or container. Avoid reaching into the bag as you can damage the fish trying to pull them out. Then remove the fish from the shipping water bucket and then place them in a separate bucket with water from your quarantine tank. Allow the fish to sit in this bucket for a couple of minutes. Then remove the fish from the second bucket and place in your quarantine tank. Discard the water from both buckets. DO NOT put any of the shipping water into the quarantine tank. Avoid using any strong lighting on the fish for the first few days of quarantine. Try and keep the noise and traffic low around the quarantine tank to allow the fish to rest. If your fish are laying down on the bottom of the tank do not panic. Fish that get stressed during the shipping process will need to rest for a few hours. After a few hours the fish should upright itself. DO NOT FEED your fish during the first 24 hours of the quarantine process. Feed on the second day of your fish being in the quarantine tank. Remember to not over feed! Keeping your water quality good is very important during the quarantine process. Do your water changes and make sure that you keep your tank clean and free of any uneaten food and fish waste. We recommend that you keep your new fish in quarantine for at least 4 weeks. Remember when it comes to quarantine the longer the better! We encourage all of our customers to feel free to contact us with any questions or concerns. You can reach us at our facility via phone or email. We love to help our customers in any way we can. So again fell free to gives a call anytime.