How many chances do you give a fish shop?

Yeoy

So I've recently moved AND lost my mode of transport, just as I got back into the hobby, so getting to the LFS is much more challenging. There is one about a 15min walk from me now but it's just re-opened and looks like very bad quality. Lots of crowded tanks, cloudy water everywhere, sick fish and inexperienced owners from what I can tell.

All the others in my city are quite far away and it's basically impossible to get there via public transport. Add to that my city has been in a covid lockdown for about 2 months now so I can't really justify travelling anyway.

The online shops in my country have started shipping a lot more fish during covid. I ordered fish through 2 shops recently. One I ordered a month ago, one I ordered last week. Long story short but one shop messed up so both my fish got shipped in the same week. I was worried about overstocking but have stability, prime etc... and will do WC to take care of it.

Shop 1: In my state. Fish were in transit about 24 hours. 10 pygmy corys, 7 DOA :'( Shop usually has a good rep and I've ordered from them previously and it was fine. Would you go back? Give them another chance? I realise 3 pygmy corys isn't enough really (and I want heaps more anyway).

Shop 2: In the neighbouring state. Fish in transit 48 hours. Ordered 10 x CPDs (got 12) but 3 x DOA. Other fish seem fine and healthy, where as the remaining corys seem quite unwell and I'm doubtful they'll survive at all.

Do you go back to these shops?

How many DOA chances do you give them?

Would you get a refund or ask them to ship the fish out to you a second time? Or order the fish from a competitor?
 

grac3

For shop 1, I would've asked for a refund (or ship them again), depending which is easier for them. I would ask them what went wrong and if this usually happens. Chances are that I won't order from them again unless I've ordered from them previously successfully.

Shop 2, if the fish die I won't order from them again. Unless I've ordered from them with no problem before. 48 hours in transit seems a little long though
 

CrackerboxPalace

Shop 1: Ask for a refund or store credit. Look carefully at their policy, many shops don't give refunds if you open the bag, tamper with it etc.

Shop 2: This may not have been thee shops fault since they were in transit for 48 hours. I believe that's the maximum time most online fish stores give for deliveries.

In your position would find new stores for both just to be safe. It's a lot of money to order fish online.

By the way, my go to online shops are Nature Aquariums & Water Gardens - Australia's Cheapest Aquarium! - in Melbourne and LiveFish - Australia's Fish Home Delivery Experts - in Bundaberg QLD. I've made about 10 live orders from one or the other - no DOAs ever. Shipping is a bit steep at $22.50 and $18 I believe. It is heavy boxes and express shipping though.
 

Yeoy

For shop 1, I would've asked for a refund (or ship them again), depending which is easier for them. I would ask them what went wrong and if this usually happens. Chances are that shop #1 I won't order from them again unless I've ordered from them previously successfully.

Shop 2, if the fish die I won't order from them again. Unless I've ordered from them with no problem before. 48 hours in transit seems a little long though
Thank you. I had ordered from them previously and they have a really good rep generally. I haven't heard back from them yet but I've done everything according to their DOA Policy as each order was over $100 which is a lot for me. 48 hours is a long time but the shop is nearly 1,000 km from me and at the moment with our covid lockdowns there have been a lot of delays.

I didn't want to order from so far away but CPDs are impossible to find so I took the risk. They didn't put a heat pack in at all and we're at the end of winter, weather fluctuating a lot which I don't think helped.

Shop 1: Ask for a refund or store credit. Look carefully at their policy, many shops don't give refunds if you open the bag, tamper with it etc.

Shop 2: This may not have been thee shops fault since they were in transit for 48 hours. I believe that's the maximum time most online fish stores give for deliveries.

In your position would find new stores for both just to be safe. It's a lot of money to order fish online.

By the way, my go to online shops are Nature Aquariums & Water Gardens - Australia's Cheapest Aquarium! - in Melbourne and LiveFish - Australia's Fish Home Delivery Experts - in Bundaberg QLD. I've made about 10 live orders from one or the other - no DOAs ever. Shipping is a bit steep at $22.50 and $18 I believe. It is heavy boxes and express shipping though.

I've never used Nature before but I'll check them out thanks. I'm in NSW but my shop #2 is in QLD and I assumed it'd be 24 hour shipping but it took longer than expected. Not sure what to do but I'll check out Livefish. I've seen their name a lot but assumed they were kinda a big monopoly/Petbarn type organisation. My shipping at the other places was $15-$25 anyway so that's within that bracket. thanks.
 

CrackerboxPalace

Thank you. I had ordered from them previously and they have a really good rep generally. I haven't heard back from them yet but I've done everything according to their DOA Policy as each order was over $100 which is a lot for me. 48 hours is a long time but the shop is nearly 1,000 km from me and at the moment with our covid lockdowns there have been a lot of delays.

I didn't want to order from so far away but CPDs are impossible to find so I took the risk. They didn't put a heat pack in at all and we're at the end of winter, weather fluctuating a lot which I don't think helped.



I've never used Nature before but I'll check them out thanks. I'm in NSW but my shop #2 is in QLD and I assumed it'd be 24 hour shipping but it took longer than expected. Not sure what to do but I'll check out Livefish. I've seen their name a lot but assumed they were kinda a big monopoly/Petbarn type organisation. My shipping at the other places was $15-$25 anyway so that's within that bracket. thanks.
They're pretty specialist, all the orders come with heat packs and i think there's methylene blue in the fish bags. If you do order from them keep in mind they only ship orders on Monday, Tuesday and Wednesday. So if you order on Wednesday night and they arrive a week later, they didn't spend a week in the post.

Only slip up I've had from them is when I ordered last week. they gave me a zebra danio and nine leopard danios, when I ordered ten of the latter :D
 

GlennO

No heat pack? That's crazy this time of year. I've ordered from a few places including Livefish with good results. This was the last place I ordered from:

https://aquariumfishonline.com.au/

They are based on the Sunshine Coast. I'd be reluctant to order right now though with the whole state in lockdown and potentially delayed deliveries. Some live garden plants arrived to me yesterday which were shipped a week ago. It usually only takes a few days.
 

Yeoy

They're pretty specialist, all the orders come with heat packs and i think there's methylene blue in the fish bags. If you do order from them keep in mind they only ship orders on Monday, Tuesday and Wednesday. So if you order on Wednesday night and they arrive a week later, they didn't spend a week in the post.

Only slip up I've had from them is when I ordered last week. they gave me a zebra danio and nine leopard danios, when I ordered ten of the latter :D
Yeah I'd expect heat packs almost as a minimum especially in August. I specifically spoke to the shop first to let them know where I was as obviously our climate is quite different to QLD. These all got shipped Monday to which seems to be the standard. The QLD ones just took an extra day.

Hopefully your danios don't bully the stripey one!
No heat pack? That's crazy this time of year. I've ordered from a few places including Livefish with good results. This was the last place I ordered from:

Aquarium Central - Aquarium Central

They are based on the Sunshine Coast. I'd be reluctant to order right now though with the whole state in lockdown and potentially delayed deliveries. Some live garden plants arrived to me yesterday which were shipped a week ago. It usually only takes a few days.

Yeah it was surprising and disappointing. I saw some little packets in there I assumed were heat packs but after I found the DOAs I went back and they were tiny food sample packs. Handy but not exactly what I needed. I'm torn because I really want more corys at least just to get the school up from 3, but also don't want to get another bag of sushi in the mail. I wanna give one of the local shops a bit further from me a go but also not sure I can justify an hour round trip with the current climate, case numbers etc... Will see how they go.
 

MacZ

Just one shipment with DOAs is not a reason to not order from that store again, especially if there have been no problems before.
What could make me move away from that store is much more how they deal with such a situation.

Should they say "all your risk", and offer no compensation at all, maybe even with unfriendly attitude, I'm taking my business elsewhere.
If they say "send us a picture of the dead fish in the unopened bag*, you can either have store credit, replacement or money back", I'll be a happy customer.
Should the replacements arrive DOA again and it's not on the shipping company or other factors neither the seller nor I can influence I would choose store credit, take something like a gadget or dry goods and won't order live animals there again unless the problem in shipment is solved.

* That's why online sellers in Germany often have a "fotograf the shipment upon arrival" unopened and unpacked (but with unopened bags)"-policy, just in case you need proof of DOAs.
 

Yeoy

Just one shipment with DOAs is not a reason to not order from that store again, especially if there have been no problems before.
What could make me move away from that store is much more how they deal with such a situation.

Should they say "all your risk", and offer no compensation at all, maybe even with unfriendly attitude, I'm taking my business elsewhere.
If they say "send us a picture of the dead fish in the unopened bag*, you can either have store credit, replacement or money back", I'll be a happy customer.
Should the replacements arrive DOA again and it's not on the shipping company or other factors neither the seller nor I can influence I would choose store credit, take something like a gadget or dry goods and won't order live animals there again unless the problem in shipment is solved.

* That's why online sellers in Germany often have a "fotograf the shipment upon arrival" unopened and unpacked (but with unopened bags)"-policy, just in case you need proof of DOAs.
I think I'm going to give them a second chance as the weather here has been quite unpredictable lately as well, although I still think the shop should have added a heatpack at the minimum. Although they said they would if I re-ordered.

The DOA process is fairly similar over here. Most shops require photo/video of the fish in an unopened bag within a short amount of time from when they arrive at your home. If no one is home and the box is left unattended the DOA is void. One shop I have used before required photos/videos of the fish with their tails cut off (I assume to try and circumvent any false DOA claims) but that seems extreme to me.

And one shop I was going to order from had their policy ''the owner takes all responsibility for the shipping of the fish and we do not offer any DOA policy'' which they seemed to think was standard and normal. That's a huge no from me.
 

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