Pet Zone Tropical Fish

Hi Jeffrey — we’re sorry to hear about the DOA and the frustration with communication. We reviewed order #35238 and can confirm the DOA claim was already resolved and taken care of per our Live Arrival/DOA policy. If you’re still not seeing the resolution on your end (or have any remaining questions), please reply here with the best email to reach you and we’ll resend the confirmation and details. Policy reference: https://www.petzonesd.com/live-arrival-guarantee/

Hi Charles — we’re very sorry to hear the fish arrived in that condition and for the frustration you had reaching us. We reviewed order #35245 and can confirm the DOA claim was already resolved and taken care of per our Live Arrival/DOA policy. If you didn’t receive the confirmation (or would like us to resend the details), please reply here with the best email to reach you and we’ll send it over right away. Policy reference: https://www.petzonesd.com/live-arrival-guarantee/

Hi Eric — we’re really sorry to hear the wrong fish was sent. That’s not the experience we want anyone to have. If you can message us with Reference #35050 (and ideally a photo of the fish and the bag/label), our team can review the shipment and work with you on a solution — whether that’s a replacement, store credit, or another appropriate resolution. We appreciate you flagging it and we’d like the chance to make it right.

Hi William — we’re really sorry about that. If a fish arrived unwell and passed shortly after, please message us with Reference #34995 and include a couple photos and your water parameters (temp, ammonia, nitrite, nitrate). Our team will review it and assist you according to our Live Arrival/DOA policy.

Hi Mary — we’re really sorry to hear that and we know how upsetting it is to lose a fish so quickly. Please message us with your order details (Reference #35071) and any photos you have so our team can review what happened. For transparency, our Live Arrival/DOA policy applies based on the shipping method selected, and USPS shipments are not covered under the live arrival guarantee. You can review the policy here: https://www.petzonesd.com/live-arrival-guarantee/

Hi Anthony — sorry for the confusion. According to the carrier tracking for Reference #35033, the package shows as delivered. Please message us with your order info and confirm your shipping address, and we’ll help you check next steps (ex: delivery location details and what to do if it was misdelivered or stolen).

Hi Hal — we apologize. If an item was out of stock, you should have been notified quickly, and it shouldn’t take multiple attempts to reach us. Please send us a message with Reference #35044 and we’ll look into the timeline, confirm the resolution (refund/replacement options), and make sure you’re taken care of.

Hi Lauren, we’re truly sorry to hear about your experience — that’s definitely not the outcome we want for any of our customers. Fish loss on arrival can happen for a variety of reasons (such as temperature shock, courier handling, or oxygen depletion during transit), but we always stand by our Live Arrival Guarantee and want to make things right. Please reach out to our online fulfillment team at [email protected] with your order number and a quick photo or video of the fish upon arrival so we can review and assist you with a replacement or refund right away. Our goal is for every customer to have a great experience, and we appreciate the opportunity to make this right for you. — The Pet Zone SD Online Team

Hi Stefani — sorry for the confusion and for any frustration caused by our email communication. We’re glad the frog arrived safely and is doing well. Please message us with Reference #34607 so we can review the order details and the listing/variant and help with a resolution.

Hi Joseph — sorry it didn’t meet expectations. Manzanita is listed as assorted and piece shape/branching varies; the photos on the listing show examples of what can be received, and the pack-out reflects the selected size tier and price point. Please message us with Reference #34651 and a photo of the pieces you received — we can review and help you find a better fit. For more specific/branchy “show” pieces, we also have WYSIWYG options (exact piece shown) at a higher price range.

Hi Steven — per our Live Arrival/DOA policy, USPS (bare minimum) shipments are not guaranteed for live arrival, and that shipping method was selected for this order. Policy here: https://www.petzonesd.com/live-arrival-guarantee/ If you message us with Reference #34617 and photos of the packaging, we can still review the pack-out and respond directly.

Hi Gerald — we’re really sorry to hear that. A leaking bag and arriving empty is not acceptable, and we understand how frustrating that is. Please message us with Reference #34397 and photos of the box/packaging as received so we can review it with our shipping team. For transparency, this order shipped via USPS, which is not covered under our Live Arrival/DOA guarantee. You can review the policy here: https://www.petzonesd.com/live-arrival-guarantee/ That said, we still want to look into what happened and respond directly.

Hi Max — we’re sorry to hear that. For transparency, this order shipped via USPS, which is not covered under our Live Arrival/DOA guarantee. Our policy is here: https://www.petzonesd.com/live-arrival-guarantee/ If you message us with Reference #34526 and include photos of the packaging/contents as received, we can still review what happened and respond directly.

Hi Thomas — we’re sorry to hear that, and we also apologize if your emails weren’t answered in a timely manner. 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/ Please message us here with Reference #34249 and photos of the packaging/contents as received so we can review what happened and respond directly.