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LiveAquaria® is Here to Help

Got a question? Browse our prepared selection of FAQs below to get the answers you are looking for fast. If you still have a question, feel free to contact one of our helpful LiveAquaria® Specialists.

You Have Questions and LiveAquaria® is Happy to Provide Answers

Our customer service representatives are working hard to answer each and every one of your questions in a timely and professional manner. To ensure fair and timely response for ALL customers, please limit your inquiry to one method of contact. As we are experiencing a higher volume of inquiries, please expect a 24-48 hour response time for email inquiries. Your patience and understanding is greatly appreciated.

Frequently Asked Questions - FAQs

+ Ordering
  • I Have Store Credit on File, How Do I Use It?
    • Please add a note in the comment box stating your wish to use your store credit. This box is located above the "Place Order Now" button on the Review & Finalize page of checkout. Please Note: After your order is submitted, your card will authorize for the full amount. However, once we apply your store credit, you will only be charged the remaining balance (if any).
  • The Items I am Interested in are Currently Out of Stock. How Will I Know When Items are Back in Stock?
    • Aquatic life availability is affected by many factors and quantities are often very limited. Although we are unable to reserve a species for you, we can send you an "In-Stock" email notification when you sign up for our In-Stock Alert. This feature is available on the product page of the out of stock species. Please click on the "Email me when available" button and add your contact information.
  • How Can I Make Sure to Get the Color I Prefer When an Item is Listed as "Assorted"?
    • When species are sold as assorted colors, we are unable to guarantee color form. Please refer to the Quick Stats on the product page to review the potential color variations.
  • Will I Receive the Fish That is Pictured on the Product Page?
    • If you order from the Diver's Den® WYSIWYG (What-You-See-Is-What-You-Get) Store you will! Images displayed on Non-Diver's Den® pages are representative photos. Due to variations within species, your item may not look identical to the image shown. The approximate size range and may also vary between individual specimens.
  • Can I Specify a Preferred Gender?
    • Unless specified on the product page, we are unable to guarantee gender. Many specimens are in their juvenile state and it is difficult or nearly impossible to determine sex. To increase the chances of receiving a male and a female, we recommend ordering 4 or more of the same specimen.
  • Do You Ship to International Destinations?
    • Due to import/export regulations, as well as increased shipping times with international deliveries, we are unable to ship to destinations outside of the continental US.
  • I Only Received Part of My Order. When Will the Remaining Items Ship?
    • If at least 75% of your order value is available with in-stock items, your order will be fulfilled with those items. Any remaining items that are not able to ship will be removed from your order. Your order total will be adjusted accordingly, and your account will be charged only for the aquatic life items you received.
  • Do You Have Any Promo Codes?
    • If there are any current promotional offers, they are typically site-wide events and you will find them advertised on the LiveAquaria® homepage or in the red banner. To take advantage of any email-only offers, subscribe to our Email Newsletters.
  • I Would Like to Have My Order Held for Pickup. Is This Possible?
    • Absolutely! We encourage you to ship your aquatic life order to your local shipping location. When you ship directly to your local shipping location nearest you for pickup, you keep your aquatic life order protected from potential inclement weather and extreme temperatures in a secure, enclosed area Find a FedEx location near you.
  • My Order is Delayed. Should I Have it Returned to Sender:
    • To ensure optimal, responsible care of your aquatic life order, you must be available at the first delivery attempt. Refusal of orders will void any guarantee and will forfeit your ability to place future orders with LiveAquaria®. Please accept the order and contact us with any concerns.
  • Can I change or cancel my order?
    • Due to time-sensitive processes involved with order transmittal to suppliers and preparations to fulfill orders, once the order is submitted, we are unable to accept requests for order cancellations or changes. In the case of an emergency, please contact us by phone or chat at your earliest convenience. We are unable to make any guarantee, however, we will verify the status of your order and inform you accordingly.
+ Shipping
  • Did My Order Ship?
    • Please refer to your order confirmation email. The provided shipping information includes the day your order is scheduled to ship. On the evening your order ships, you will receive an email containing shipment information and FedEx order tracking details, allowing you to make proper arrangements so you are available to receive your delivery. Please note, FedEx tracking data may not be available until adequate en route scans have occurred.
  • I Only Received Part of My Order. When Will the Remaining Items Ship?
    • If up to 75% of your order value is available with in-stock items, your order will be fulfilled with these items. Any remaining items that are not able to ship will be removed from your order. Your order total will be adjusted accordingly, and your account will be charged only for the aquatic life items you received.
  • I Received an Email Stating My Order Was Delayed. When Will It Ship?
    • We apologize there was a delay in fulfilling your order. Though uncommon, if less than 75% of your order value is unavailable with healthy in-stock items, processing of your entire order will be delayed. We will ship the order as soon as possible. Please reach out to our Customer Service team, if you have limited days when you are available to receive your delivery in person. We are happy to work with you to arrange an acceptable delivery date.
  • I Tracked My Order and There is a FedEx Delay. Will My Fish Be Healthy?
    • At LiveAquaria® the health of all our animals is our number one concern. We understand there can be unforeseen delays. Please continue to Track your order for updates. Rest assured, LiveAquaria® packs each bag with 72 hours of oxygen just in case there is a delay in transit. Please accept and acclimate the delivery even if there is a delay.
  • My Order is Delayed. I am going to Return to Sender:
    • To ensure optimal, responsible care of your aquatic life order, you must be available at the first delivery attempt. Refusal of orders will void any guarantee and will forfeit your ability to place future orders with LiveAquaria®. Please accept the order and contact us with any concerns.
+ Guarantees & Returns
  • I Received and Acclimated My Order. However, One of the Specimens Has Died. How Do I Get a Refund?
    • We are sorry to hear of your loss. We stand behind all our aquatic life guarantees. Please complete the Aquatic Life Guarantee Claim Form. Once the details and images are reviewed, we will issue a store credit for your loss. Store credit expires one year after date of issue.
  • Why is it So Important to Acclimate New Arrivals?
    • The reason why acclimation is necessary is simple: the chemical makeup of the water in which the aquatic life is packaged is different from your aquarium water chemistry (i.e. water temperature, pH, and salinity). Aquatic life such as fish, and especially invertebrates (including corals), are very sensitive to even minor changes in water chemistry. The goal of acclimation is to gradually introduce your new aquatic life to the water chemistry found in your aquarium at a controlled rate to avoid distress.
    • View Guide to properly Acclimate Fish, Corals & Invertebrates
    • View Guide to properly Plant Freshwater Aquarium Plants
    • View Guide to Plant Pond Plants
  • I Forgot to Submit a Claim for a Loss. Can I Still Get a Credit?
    • Aquatic life purchases from LiveAquaria® are backed by our Live Arrival Guarantee, 14-day Arrive Alive, Stay Alive®, Risk-Free Guarantee, or an unprecedented 30-Day Guarantee for our Certified Captive Grown Corals. To receive store credit, any loss must be reported within the respective guarantee period.
  • I Received Store Credit for My Reported Loss. However, I was Not Refunded for Shipping Charges. Why is That?
    • We apologize, store credit is issued only for the purchase price of the deceased item(s). Shipping charges and box fees are non-refundable.
  • I Ordered Aquarium/Pond Supplies that I No Longer Want. Can I Return Them?
    • In most cases, yes!* Returned products must be unopened and in the original packaging to receive full store credit. Products that have been opened, used, or lightly used, will incur a 15% processing fee. Upon receipt of the returned product, store credit will be applied, minus the processing fee.
    • Please Send Return Items to:
      LiveAquaria
      2389 Air Park Road
      Rhinelander, WI 54501

*Please Note: Please see our full Returns Policy for complete details and exceptions with electrical equipment.

+ Miscellaneous
  • Do You Have a Chart for Ideal Water Parameters?
    • Absolutely! Ensuring appropriate water parameters and environmental requirements is fundamental to reduce mortality in your aquarium. Please view the proper water parameters for freshwater and marine home aquariums.
  • Are You Able to Help Me with Selecting Well-Suited Tank Mates?
    • Yes, please browse our Compatibility Charts. You will find some great guidelines to assist you with compatible species for marine and freshwater aquariums.
  • What Does WYSIWYG Mean?
    • WYSIWYG is an acronym for "What-You-See-Is-What-You-Get." This means you receive the EXACT item you are ordering, not a representative photo. What makes aquatic life available in the Diver's Den® WYSIWYG Store truly one-of-a-kind is our 5-point acclimation, stress reduction, disease prevention, quarantine, and conditioning protocols we employ under the strict supervision of our dedicated LiveAquaria® professionals.
  • Is There an Incentive to Sign up for Your Auto Delivery Program?
    • Yes, Auto Delivery shipments are not only convenient, but you also earn 10% Reward Points with every shipment when you sign up for our Rewards Program. Take advantage of this offer and become a LiveAquaria® Rewards Member today!
  • Do You Have Recommended Products That You Use at Your Facility?
    • Yes, we use many high-quality, industry-leading products and brands at our LiveAquaria® Coral Farm & Aquatic Life Facility. Check out the various categories and brands Used By LiveAquaria® daily.

Aquatic Life Guarantee Claim Form

If you experience a loss within the guarantee timeframe of your purchase, please submit a claim via our Aquatic Life Guarantee Claim Form.

Contact LiveAquaria®

Call Us

Call Us

1-800-334-3699 8:30 am - 5:00 pm CST, Monday - Friday

Address

Address

LiveAquaria.com 2389 Air Park Road Rhinelander, WI 54501

Email Us

Email Us

CustomerService@LiveAquaria.com

Live Help

Live Help

8:30 am - 5:00 pm CST, Monday - Saturday

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