Frequently Asked Questions

We ship to all 48 contiguous states. We do not ship to Alaska, Hawaii, or US territories.

Shipping rates depend on what you order. Plants and dry goods ship for $11.95 flat rate, with free shipping when your order reaches $75 or more. Shrimp, snails, and other non-fish livestock ship for $19.95, with free 2-Day shipping at $120 or more. Fish require overnight shipping at $41.95. All orders qualify for a free overnight upgrade when the order total reaches $200 or more. The exact rate is shown at checkout.

All orders ship Monday through Thursday. We do not ship on Fridays, weekends, or holidays. This protects your livestock from sitting in a carrier warehouse over the weekend. We confirm your ship date after your order is placed.

Livestock orders ship based on the delivery date selected at checkout and the safest available shipping window. Plant-only and dry-goods-only orders may ship the same day when placed before 11AM CST, depending on order volume, weather, and carrier timing. Same-day shipping is not guaranteed.

Every order ships in an insulated box with heat or cold packs matched to weather conditions along your route. Shrimp bags may include Seachem Purigen to help maintain water quality in transit. Fish ship in oxygen-rich bags via overnight carrier. Plants are packed in moisture-retaining bags protected from crushing.

No. We ship to the 48 contiguous states only.

All livestock (shrimp, snails, fish) and live plants are covered. Dry goods, supplies, and non-living products are not covered.

Photograph affected livestock inside the original sealed bag before opening, acclimating, or disposing of anything. For plants, photograph affected plants with the original packaging visible before any trimming, replanting, or treatment. Submit your claim on the day of delivery. If your package arrives late in the evening, submit as soon as possible and no later than the following morning.

Go to Start a Claim and complete the form with your photos and order details. Do not use the general contact form for claims — the claim form is the correct route and requires photos in the original sealed packaging.

Approved claims are typically resolved with store credit or refund. Replacement shipments may be offered at Razz Aquatics’ discretion.

Claims submitted after the window may not be eligible. Submit as soon as possible on delivery day — if your package arrives late in the evening, no later than the following morning.

Normal melt or adjustment after planting may not qualify. Plants are covered if they arrive dead or clearly non-viable on delivery day. If you believe your plants arrived non-viable, photograph them with the original packaging before any trimming, replanting, or treatment, and submit a claim on delivery day.

The complete policy is on the Live Arrival Guarantee page.

Yes, for livestock orders. When you add livestock to your cart and proceed to checkout, you can select your preferred arrival date. We ship in time for your order to arrive on the date you choose.

No. Delivery date selection is available for livestock orders only. Plants and dry goods ship via ground service, and a specific delivery date cannot be guaranteed for those orders.

Contact us as soon as possible. We will do our best to accommodate changes, but once an order is prepared for shipping, changes may not be possible.

No. All orders ship Monday through Thursday. Delivery date options are limited to dates that allow for Monday–Thursday shipping from our facility.

Yes. Fish are quarantined for a minimum of two weeks and treated with medication when needed. Shrimp are held for about a month after import, giving them time to settle in and complete at least one successful molt before they are offered for sale. We do not ship anything we would not put in our own tanks.

Yes. Livestock listed on the website is current available inventory that has already gone through our quarantine and health-check process. Fish are quarantined for a minimum of two weeks and treated with medication when needed. Shrimp are held for about a month after import and through at least one successful molt before being offered for sale.

Pale or washed-out color is normal transit stress. Shrimp lose some color during shipping but typically recover their full coloration within 1–3 days once they settle into a stable, established tank.

Yes. We include a few extra shrimp in every order as a buffer against transit losses. These extras are not individually covered by the Live Arrival Guarantee but are there to offset any losses that may occur in transit.

Drip acclimation is recommended. Empty the bag contents into a separate container, run airline tubing from your aquarium using a loose knot or valve to slow the flow to 2–3 drops per second, drip for 1–3 hours, then net the shrimp into your tank. Do not pour the bag water into your aquarium.

Float the sealed bag in your aquarium for 15–20 minutes to equalize temperature. Then slowly add small amounts of your tank water to the bag over 20–30 minutes. Net fish into the aquarium and discard the bag water.

Float the unopened bag in your aquarium for 15–20 minutes, then add snails directly to the tank. Snails commonly retreat into their shells during transit — give them 24–48 hours in a stable tank before drawing any conclusions. If a snail appears clearly limp or non-responsive on arrival, photograph it in the sealed bag before opening and submit a claim.

We specialize in freshwater shrimp, primarily Neocaridina (including the Skittles Pack mixed color collection), Caridina, and Amano shrimp. Available species vary with imports — browse the current selection in our shrimp collection.

Yes. Live plants are covered if they arrive dead or clearly non-viable on delivery day. Normal transit stress, minor melt, or adjustment after planting may not qualify.

Some melt is normal. Many aquarium plants go through a transition period when moved to new conditions — different lighting, water chemistry, flow, and substrate all contribute. Remove clearly dead or melting leaves, but do not assume the entire plant is dead unless it arrived clearly non-viable on delivery day.

Rhizome plants should not have the rhizome buried. Attach them to rock or wood, or leave the rhizome above the substrate. Burying the rhizome will cause it to rot.

Stem plants should be planted into substrate. Trim any damaged or very long stems before planting.

No. Delivery date selection is available for livestock orders only. Plant-only orders ship via ground service, and a specific arrival date cannot be guaranteed.

Plants ship in moisture-retaining bags protected from crushing. Heat or cold packs are included when weather conditions along your route require them.

No. The Live Arrival Guarantee covers livestock and live plants only. Dry goods, supplies, and non-living products are not covered.

Photograph the packaging and the product on delivery day and contact us at info@razzaquatics.com with your order number and photos. We will work with you to resolve the issue.

Unused dry goods can be returned within 14 days of purchase. Items must be in original condition and original packaging. The customer is responsible for return shipping costs. Contact us to initiate a return.

Yes. Dry goods and plants qualify for free ground shipping when your order reaches $75 or more.

No. Delivery date selection is available for livestock orders only. Dry-goods-only orders ship via ground service, and a specific arrival date cannot be guaranteed.

We accept all major credit and debit cards, PayPal, and Shop Pay. Payment options are shown at checkout.

Contact us as soon as possible if you need to cancel or modify an order. Once an order is packed and prepared for shipping, changes may not be possible.

You will receive a shipping confirmation email with your tracking number when your order ships. Allow 24–48 hours for the tracking number to update with the carrier.

Tracking numbers can take 24–48 hours to show activity after your order ships. If your tracking still hasn’t updated after that window, contact us and we’ll look into it.

Promotions are announced through our email list and social media. Free shipping thresholds — $75 for plants and dry goods, $120 for 2-Day on livestock, $200 for the overnight upgrade — are always available.

Contact us immediately. An incorrect shipping address voids the Live Arrival Guarantee and may prevent us from redirecting your shipment in time. We will do our best to help, but once a shipment is in transit, address corrections may not be possible.

We answer questions personally, Mon–Sun, 10am–6pm CST. You can reach us by email at info@razzaquatics.com, through live chat on the site, or via Instagram DM.

Go to Start a Claim. Do not use the general contact form for claims — the claim form is the correct route and requires photos in the original sealed packaging.

Yes. We’re happy to answer care, compatibility, or product questions before you order. Reach us via email at info@razzaquatics.com, through live chat, or via Instagram DM.

We’re typically available Mon–Sun, 10am–6pm CST. Response times may vary during high-volume periods.

Our support pages cover the most common topics in detail: