Pet Zone Tropical Fish

Hi Melissa, We’re very sorry to hear about your experience and appreciate you taking the time to share your feedback. Our goal is always to provide healthy livestock and responsive customer support. If a fish arrives dead or in poor condition, we do have a Live Arrival Guarantee in place, which outlines the steps for submitting a claim. This includes providing photo proof within 1 hour of delivery. You can view the full policy here: 🔗 www.petzonesd.com/live-arrival-guarantee We’d love the opportunity to look into this and see how we can help. Please reach out to us at [email protected] with your order number and any photos or info so we can follow up. Thank you again, and we hope to make things right. — Pet Zone SD Customer Support

Hi Wade, We’re very sorry to hear about the experience you’ve had with your order. This certainly isn’t the standard we aim to uphold, and we understand how frustrating it must be to be left without clear updates or delivery confirmation. We’d like to get to the bottom of this. If you haven’t already, please reach out to us directly at [email protected] with your order number so we can track the shipment and ensure a proper resolution — whether that’s a refund, replacement, or investigation with the carrier. While occasional delays or shipping issues can occur, we’re here to make it right and appreciate your patience. Thanks for bringing this to our attention. — Pet Zone SD Customer Support www.petzonesd.com/live-arrival-guarantee

Hi Tim, Thanks for your feedback and for taking the time to leave a review. We want to clarify that the weight shown on the item listing is for shipping purposes only—it accounts for the box, water, and any packaging materials used to safely ship live fish or dry goods. It’s not a reference to the fish’s body weight. The actual size of each fish is listed in the product description, and we do our best to provide accurate estimates. Even a full-grown Oscar wouldn’t reach 2 lbs in shipping weight! If there was any confusion, we’re happy to talk more about it—just reach out to us at [email protected]. Wishing you a great experience with your Oscar! Sincerely, The Pet Zone SD Team

Hi Jared, We’re sorry to hear that your experience didn’t go as expected. Per our Live Arrival Guarantee, we only offer coverage for livestock that is shipped using Express services. Unfortunately, USPS shipments fall outside of that guarantee, as noted in the disclaimer agreed to at checkout: https://www.petzonesd.com/live-arrival-guarantee. As for the remaining items on your order, we’d be happy to coordinate delivery or provide an update—please reach out to [email protected] and include your order number so we can assist right away. We truly appreciate your feedback and hope to improve your experience moving forward. Sincerely, The Pet Zone SD Team

Hi Tim, We’re sorry to hear about your frustration. While we understand your concerns, our team did issue credit to your account for the fish that arrived DOA, in line with our Live Arrival Guarantee policy. That policy is also clearly outlined and agreed to at checkout: https://www.petzonesd.com/live-arrival-guarantee. We take fish health and safe shipping seriously, using industry-standard methods and insulation to give livestock the best chance at arriving safely. If any fish arrived smaller than expected, please note that our listed sizes are always approximate and based on barbel-to-tail measurements for most species. Please reach out to [email protected] if you need help using your credit or if you have any additional concerns—we’re here to help. Sincerely, The Pet Zone SD Team

Hi Kenneth, We’re sorry to hear about your experience and truly understand how disappointing it can be to lose fish in transit. Our team follows a strict Live Arrival Guarantee, which is outlined at checkout and must be agreed to before completing an order: https://www.petzonesd.com/live-arrival-guarantee. This policy ensures we can stand behind the health of our livestock upon arrival. However, it also requires that someone be available to receive the shipment immediately—especially with standard shipping. We always recommend express delivery for delicate species like rummy nose tetras and are happy to work with customers to schedule a day that works best. Please feel free to reach out directly to [email protected] if you’d like to discuss this further. We appreciate your feedback and the opportunity to clarify our process. Sincerely, The Pet Zone SD Team

Hi Allison, We sincerely apologize for the lack of clarity regarding your order. Our team does their best to reach out by phone when scheduling live fish shipments and may have left a voicemail if we couldn’t reach you directly. We want to make sure you’re home to receive your fish safely, so we don’t ship until we can confirm a delivery date that works for you. Please give us a call back or email us at [email protected] so we can get your delivery scheduled ASAP. We appreciate your patience and look forward to making this right! Sincerely, The Pet Zone SD Team

Hi Jeff, Thank you for your feedback—we’re sorry to hear about your experience. We’d like to clarify that our size estimates are taken from the tip of the barbel to the end of the tail and are always provided as a rough range due to natural variations in fish size and posture during measurement. If a fish was missing from your order, please know that it’s never intentional, and we’re always happy to make it right. We encourage all customers to reach out to us directly at [email protected] before or after their order so we can quickly resolve any issues. We’re actively working to improve communication and stock availability online and appreciate your honest input. We hope to earn back your trust and look forward to assisting you. Sincerely, The Pet Zone SD Team

Hi Austin, We’re very sorry to hear about your experience and appreciate you taking the time to share your concerns. While it’s disappointing to hear your fish didn’t thrive, we want to clarify that ick (Ichthyophthirius multifiliis) is a common parasite that exists in virtually all aquarium environments. It often manifests when fish experience stress—especially after transport or entering a new environment. We always recommend a quarantine period and preventative treatments when introducing new fish to any tank, even cycled ones, to help minimize stress and the risk of flare-ups. If you reached out and didn’t hear back, that’s definitely not the level of communication we strive for. Please contact us directly at [email protected] so we can look into this further and see what we can do to help. Sincerely, The Pet Zone SD Team

Hi Alex, We’re truly sorry to see this review and would love the chance to understand more about your experience. As a team that puts our customers first, it’s always our goal to make things right whenever possible. We weren’t made aware of any issues prior to this review, so we kindly ask that you reach out to us directly at [email protected] or give us a call. We’d appreciate the opportunity to assist you and address any concerns you may have. Sincerely, The Pet Zone SD Team

Hi Yvette, Thank you for your feedback and for placing an order with us. We’re sorry to hear that the fish you received didn’t match your expectations. This definitely isn’t the experience we want for our customers. Please reach out to us at [email protected] with your order number and a photo of what you received—we’d be happy to look into this and help make it right. Sincerely, The Pet Zone SD Team

Hi Cedric! Sorry to hear about the issue and thanks for your review. Can you send us some info about your order and we will have someone reach out: [email protected] Thank you!!

Hi Rose! Sorry to hear about the issue and thanks for your review. Can you send us some info about your order and we will have someone reach out: [email protected] Thank you!!