FAQs

We do our best to ensure your new friends make it to you safe and sound. In the unlikely event that you receive a Dead on Arrival, you must email 2 clear images of the pet in the unopened bag and 1 outside of the bag from first delivery attempt within the listed temps and times.

Outside Temperature:

• 30° or less: 30 minutes
• 31° - 50°: 1 hour
• 51° - 74°: 2 hours
• 75° -84° 1 hour
• 85°+ Do Not Order (no DOA guarantee)

If you ordered plants, no worries, you're also covered. Simply email us a photo of the plant outside of the bag within 2 hours of the first delivery attempt. A replacement or store credit will be issued. Cost of shipping is not included in any refunds or replacements.

If delivery is not made upon first attempt, Live Arrival Guarantee is null and void.

We use USPS timestamps to determine delivery attempt times.

We use Weather.com to determine temperature upon delivery.

All sales are FINAL for shrimp marked as CLEARANCE. We will offer 50% of the purchase price as in store credit if conditions for DOA are met. We do not have replacement shrimp for any clearance shrimp.

Live Arrival Guarantee does not apply to complimentary pets, plants, or products included with your order.

Please mail by either replying to the order status emails that you recieve or use our Contact Form.

Shipping charges are not covered by our live arrival guarantee and are non-refundable.

We guarantee our fish for 5-days from the first delivery attempt. Delivery must be made on first attempt or 5-Day Fish Guarantee is void. 

Only Fish are Eligible For 5 Day Fish Guarantee with Priority Express Shipping with Signature Required.

5 Day Fish Guarantee does not include Shrimp or Snails. See Live Arrival Guarantee.

In the event that any of your new fish don't make it, you must email us 2 clear images of the fish.

Orders over $150 include FREE Shipping. 
$5 Shipping for dry goods orders of less than $150.

$12.99 Priority Shrimp Shipping for shrimp orders of less than $150.

All shipping methods include the box, styrofoam liner, bag, and filler!

We ship all of our live shrimp, fish, aquarium plants, snails and products via USPS. Given our Midwest location, this means shipments make it to most customers doors within 2-3 days.

If for some reason USPS does not work for you, please contact us so we can work with you.

Orders placed before 12PM EST will ship same day, except for Saturday.

• Dry goods ship Mon-Friday

• Live Stock/Plants ship Monday-Wednesday.

Orders ship at our discretion. Our goal is to minimize the amount of time your order is sitting waiting to move. We do not want your package to arrive at your post office and sit all day Sunday. We may delay shipment to ensure the safe arrival of animals and live aquarium plants.

All shipping methods include the box, bag, filler, and liners as needed. We do not charge extra for these items. We believe it is our responsibility to get our customers packages to their door safe and sound.

Most packages will arrive within 3 days of shipment.

We'll keep you informed every step of the way, so you can have peace of mind knowing when your package will be arriving.

We ship dry goods and plants to all 50 United States and Puerto Rico

We do not ship shrimp, crayfish, snails, or fish to Hawaii and Puerto Rico. 

Upon request we will set a Hold for Pickup on your shipment. 

Simply add a note to your cart before checkout.

If after your order is fulfilled, you realize you might need your package Held at your local Post Office for pickup, you can view the tracking status on USPS website, and select the delivery option (which might require registration), Hold for Pickup.

First, run around your house and make sure the carrier didn't put it in a weird place, or hide it. Second, check with your neighbors. Finally, you'll want to contact your local post office. If this is not the first time a package has gone missing, speak to the POSTMASTER, the local Postmaster is the person ultimately responsible for your branches deliveries.

If your package is lost, or goes missing after being delivered, Lucky Aquatics will not be held responsible. Once the package has left our local facility, we do not have the ability to manage your package eg: getting lost or stolen. Please let us know if this happens, and we will do everything in our power to help you.

If you are using a TranShipper, you take complete responsibility of the package. Lucky Aquatics will not be held liable for any reason whatsoever regarding your order or package once it has left our facility.

If your TranShipper will not forward the package due to live animals or plants, returns and costs are entirely the customers responsibility.

We do not accept returns of anything living, this includes Shrimp, Plants, Snails, etc.

Any exception to this policy will be made at the sole discretion of Lucky Aquatics.

TranShipper or mail/package forwarder includes any methods to receive your package outside of The United States.

We won't be shipping plants:

Dec 15 - Jan 2.

We won't be shipping shrimp:
Nov 24 - Jan 2.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in the original packaging. You are responsible for properly packaging the item(s) being returned. We reserve the right to deny your return if any of these requirements are not met.

If your product is damaged during shipping to you, LuckyAquatics.com will provide a return shipping label at no cost.

Lucky Aquatics cannot be held responsible if you do not verify your address, be it Paypal, Amazon, etc. If your package is returned due to being unclaimed or denied Lucky Aquatics will not provide a refund of shipping costs and/or living things. Lucky Aquatics shall not be held responsible if your package is stolen after delivery.

All items are to be returned to:

Lucky Aquatics 
Returns 
P.O. Box 124 
Fennville, MI 49408

We do not accept returns of Aquarium Fish, Shrimp, Plants, Snails, or anything else living.

Shipping charges are non-refundable.

Shipments returned COD will be refused.

Additional non-returnable items: 

Gift cards

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable): Any item not in its original condition, is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery

Refunds (if applicable) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable) If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at shelly@LuckyAquatics.com.

Sale items (if applicable) Sale items will only be refunded at our discretion.

Exchanges (if applicable) We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at shelly@LuckyAquatics.com and send your item to: 

Lucky Aquatics
Exchanges 
P.O. Box 124
Fennville, MI 49408.

Shipping To return your product, you should mail your product to: 

Lucky Aquatics 
Returns 
P.O. Box 124 
Fennville, MI 49408

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, shipping costs will be deducted from your refund. In the case of items damaged during shipping, a label will be provided at no cost.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item(s) over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Cryptocurrencies All purchases made with any cryptocurrency are final. No refunds shall be issued. Only replacement or store credit. 

Send us an email with your Name, Address, Order Number, Images (for L.A.G.) and a brief explanation.

We do not offer reservation of items. Excessive refund requests (determined at the sole discretion of Lucky Aquatics) before shipment of your order will result in your account being marked all sales are final. 

This type of abuse is harmful to small businesses, especially when using the PayPal Payment processor. We are charged transaction fees that are non-refundable. 

Abuse of any policy is determined at the sole discretion of Lucky Aquatics.

Please see our Live Arrival Guarantee above and email us within 2 hours of the first delivery attempt to be eligible for our Live Arrival Guarantee.

It is your responsibility to make sure you are not purchasing and importing invasive species to your state.

See the links below:

Federal Noxious Weed List
Individual States - Invasive Species List

Yes, unless otherwise stated in the listing.

We do our best remove any snails before we pack your order. Due to the nature of.... well, nature, we cannot guarantee all plants will be snail or duckweed free.

Snails are a critical part of our clean up crew, helping to keep plants algae free.