FAQ & shipping policies
Everything a distributor needs before the truck rolls
Live arrival & acclimatization
- What is covered by the live arrival guarantee?
- Losses above our published DOA threshold are credited when boxes are opened within two hours of arrival and photographed unopened, then opened on camera with the packing slip visible.
- How should we acclimate incoming stock?
- Float sealed bags 20–30 minutes to match temperature, then drip acclimate at roughly two drops per second for 45–60 minutes. Discard shipping water; never pour it into your systems.
- What should the receiving system look like?
- Dim lights, no feeding for the first 12 hours, light salt where species-appropriate, and a dedicated quarantine block separate from your sales floor for the first 72 hours.
- How do I file a claim?
- Email photos and counts to your account rep within 4 hours of delivery. Credits are applied to your next invoice, not refunded to card.
Now on its own page
Ordering & deadlines
Weekly cutoffs, packing runs, minimum orders and turnaround times.
Now on its own page
Freight, packaging & invoicing
How freight is quoted, what packing includes and when an order is guaranteed.
Still need an answer before you order?
New businesses start with a wholesale account application; existing accounts can head straight to the catalog.