Pet Zone Tropical Fish

Hi Carter, we’re sorry to hear about your experience. For illness or arrival-condition concerns, our policy requires clear documentation and full order details submitted in a timely manner upon arrival so our team can review appropriately. Please reach out with your order number, shipping method, photos, and details of the issues observed so we can follow up promptly. As noted in our DOA policy, USPS shipments are not covered under the live arrival guarantee.

Hi Brandon, we’re sorry to hear you feel this way. We take these concerns seriously and would like the chance to review the order details directly. Please reach out with your full order information so our team can investigate what happened and follow up promptly.

Hi Sarah, thank you for the feedback and we’re glad most of the order arrived alive and well. We’re sorry to hear about the missing black worms and the issue with the snail. Please reach out with your full order details so our team can review both the missing item and livestock concern promptly. For any live arrival issues, timely documentation is required, and USPS shipments are not covered under our DOA policy.

Hi Joel, we’re sorry to hear your pleco and kuhli loach did not arrive well. Please send us your full order number, shipping method, and clear photos/documentation from arrival so our team can review promptly. As noted in our DOA policy, USPS shipments are not covered, and all live arrival concerns must be documented and reported in a timely manner upon arrival.

Hi Jeff, we’re sorry to hear that. For live arrival or health-related claims, our policy requires timely documentation and full order details upon arrival so our team can properly review the issue. Please reach out with your order number, photos, and any relevant details so we can follow up promptly. As noted in our DOA policy, USPS shipments are not covered under the live arrival guarantee.

Hi Sherry, we apologize for the lack of updates and understand how frustrating that is, especially after a delay notice. Please reach out with your full order information so our team can review everything and follow up promptly with the details.

Hi Paul, thank you for the feedback and for noting the selection and helpful shipping schedule. We’re sorry the communication did not match the rest of your experience. Please send us your order details so our team can review what happened and follow up promptly. We agree this is an area we need to do better in.

Hi Evan, we’re sorry for the lack of communication and understand your frustration. Please send us your full order details so our team can review the status, see where the breakdown happened, and follow up promptly. We appreciate the chance to make this right.

Hi Alia, we’re sorry to hear this. Please reach out with your full order number and details so our team can review what happened and follow up promptly. If there was a shipping or fulfillment issue, we want to look into it and help get this resolved.

Hi Kevin, review invitations like this are sent automatically through the platform and can sometimes be triggered before an order is actually fulfilled. We agree that is frustrating and not ideal. Please send us your order details so our team can look into the order itself and follow up promptly.

Hi Jamel — I’m sorry you had a frustrating experience. I do want to clarify that online orders are packed and shipped by a separate fulfillment team at a different location, not by our storefront staff. That said, if you ordered delhezi and received endlicheri, we absolutely want to make it right. Please email us your order # and photos so our online team can resolve this quickly. We also take your feedback about communication seriously and will review it with the appropriate team.

Hi Louis — we’re sorry to hear about your experience and we understand how stressful shipping live fish can be. For transparency, our checkout clearly presents multiple shipping options and includes a required disclaimer that USPS shipping is not guaranteed for live fish and voids live-arrival/DOA coverage. Overnight is offered as the recommended method and is the option covered under our Live Arrival Guarantee. Our policy is posted here: https://www.petzonesd.com/live-arrival-guarantee/ We also want to clarify that our online orders are packed and shipped by a separate fulfillment team at a different location than our retail storefront, so the in-store team does not handle online packing/shipping. Lastly, at the time this review was posted, the shipment was still in transit and not yet delivered, so a DOA outcome could not have been confirmed at that point. We’d still like to help and review the shipment details. Please contact us with your order number and (if applicable) the required photos/video per policy so we can check the tracking timeline and packing notes and respond accordingly.

Hi Trevor — sorry about that, and thanks for flagging it. We definitely want to help, and it’s not our intention to miss your calls/messages. Please reply here (or message us) with your order number and the best email/phone to reach you, and we’ll look into your case right away. If you called outside business hours or during peak in-store periods, we may have missed you — but we’ll make this right and get you taken care of.

Hi D. Davis — we’re sorry about the missed follow-up, and we understand how frustrating that is, especially with a delayed order. We’d like to get this resolved ASAP. Please reply here (or message us) with your order number (#35246) and the best email/phone to reach you, and we’ll pull up the ticket, provide an immediate status update, and confirm the next steps (shipment, replacement, or refund as applicable). Thank you for your patience — we’ll make sure you’re taken care of.