Pet Zone Tropical Fish

Hi Ash — sorry to hear this. Our packaging includes protective insulation/materials to keep livestock safe in transit, but we understand your concern. If the snail arrived as an empty shell, please message us with Reference #34228 and photos of the shell and packaging so our team can review and assist with the appropriate resolution.

Hi Madalin — we’re sorry you had this experience, especially in hot weather. We understand the concern about packing and we also apologize for the confusion in communication. For transparency, this order shipped via USPS, which is not covered under our Live Arrival/DOA guarantee per our policy: https://www.petzonesd.com/live-arrival-guarantee/ That said, please message us with Reference #33767 and photos of the box/packing materials as received so we can review what happened on our end and respond directly.

Hi there, Very, We’re sorry to hear that the blackworms didn’t arrive in good condition. Live blackworms are extremely sensitive to transit conditions, and while we always do our best to package them for survival, they are a delicate item with a known risk when shipped. Our live arrival policy, which is agreed to at checkout, does not cover blackworms due to their fragility and the inconsistency of delivery conditions beyond our control. This is also clearly stated on our product listing and shipping policies. That said, we are always working to improve transparency and communication, and we appreciate your feedback. If you have any further concerns, feel free to reach out to [email protected]. —Pet Zone SD Customer Service Team

Hi Aaron, We’re sorry to hear that you were dissatisfied, but we want to clarify a few key points for the record. At no point did our team recommend keeping an Oscar with a puffer fish—this request was made by you, and we simply honored your request after explaining typical compatibility concerns. We also want to note that your original shipment was scheduled for Monday with standard overnight delivery. You requested a last-minute Saturday delivery, which incurs a weekend surcharge from all carriers. To accommodate this, we canceled the original label and created a new one for Saturday—explaining this clearly during our communication. While we always try our best to provide top-tier service and support, we also take note when interactions become hostile or unreasonable. We stand by our team’s handling of this situation and their professionalism throughout the process. If you’d like to resolve this further, you’re welcome to reach out to our team at [email protected]. —Pet Zone SD Customer Support

Hi Kristin, We’re sorry to hear about your frustration. For every order, tracking information is automatically sent to the email provided at checkout once a shipping label is created. This includes delivery status updates and FedEx tracking details. We also recommend checking spam or junk folders as these automated emails can occasionally be filtered there. Customers can always access their tracking and order status by logging into their account or using the order lookup on our website. If your package was marked as delivered but not received, we encourage you to file a claim with FedEx, as once an order is in transit, it’s in the carrier’s hands. If you’d like to revisit this with us, feel free to contact [email protected] with your order number so we can further assist. —Pet Zone SD Customer Service Team

Hi Maria, We’re truly sorry to hear that your fish didn’t thrive after arrival—we know how disappointing that can be, especially when it’s for a special occasion. While we do guarantee live arrival, we’re unable to offer guarantees beyond that point due to the many factors that can impact a fish’s health once introduced into a new environment (such as tank parameters, acclimation, stress, etc.). That said, we stand by the quality of all livestock we ship and would never knowingly send out anything in subpar condition—our reputation depends on it. If there was any concern with the condition on arrival, our team would have requested photos within the policy window in order to assist. We appreciate your feedback and hope to better serve you in the future. If you’d like to discuss this further, feel free to contact us at [email protected]. —Pet Zone SD Customer Service Team

Hi Jake, We’re sorry to hear your shrimp didn’t survive transit. As noted in our Live Arrival Guarantee policy, we only cover live arrival for orders shipped via FedEx. USPS shipments are not covered due to the lack of consistent delivery timelines, and this is clearly disclosed and agreed upon during checkout. For full details, please visit: https://www.petzonesd.com/live-arrival-guarantee If you’d like to discuss this further, feel free to reach out to [email protected] with your order number. —Pet Zone SD Customer Service Team

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Hi David, Thanks for your feedback, and we’re sorry for the confusion surrounding your order. It sounds like there may have been a duplicate submission due to an automated system notification, which can sometimes occur if the initial transaction stalls or doesn’t fully process. Please know that our team would never intentionally ship out duplicate orders unless both were confirmed in the system. Our goal is always to act promptly and accurately to ensure the safe and healthy delivery of all livestock while providing a smooth customer experience. If you haven’t already, feel free to reach out to [email protected] with your order details, and we’ll be happy to review what happened and work toward a solution. —Pet Zone SD Customer Service Team

Hi Matthew, We’re truly sorry to hear about your experience with both Black Arowana orders. We take the health and quality of our livestock very seriously and want to ensure every customer receives strong, healthy fish. Black Arowana are highly sensitive species, and while we do our best to condition them before shipping, stress from transit and acclimation can impact their health quickly. That said, your feedback is deeply concerning, and we’d like to review this further with our livestock and packing teams. If you haven’t already done so, please reach out to us directly at [email protected] with photos, delivery times, and order details so we can investigate and determine the best resolution. We value your business and hope to restore your trust. — Pet Zone SD Customer Support www.petzonesd.com/live-arrival-guarantee