725 Champlain St unit #700, Dieppe, NB E1A 1M9, Canada
We’re open Monday – Saturday, 8 a.m. – 7:30 p.m. EST

Frequently Asked Questions

Please read our FAQ before sending us a message.


Please note that all live fish must be shipped with overnight service, no exceptions. Your live fish order will not be shipped unless overnight is selected. **Note, all live fish orders received Thursday evening to Monday will be shipped Tuesday in the order they were received for Wednesday arrival. If you need weekend arrival, please contact us to make arrangements. ** We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations. When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.


These terms and conditions govern your use of this website; by using this website, you accept these terms and conditions in full. If you disagree with these terms and conditions or any part of these terms and conditions, you must not use this website.


We will not sell, share, or rent your personal information to any third party or use your e-mail address for unsolicited mail. Any emails sent by this Company will only be in connection with the provision of agreed services and products.


Buyers that receive live fish that are Dead On Arrival(DOA) when shipped Overnight will need to take a picture immediately after receiving the shipment and will need to prove it by cutting either the body in half or the tail off and right next to the package it was sent it. Pictures must be sent immediately via email to sales@fishonlinestore.com If this is not done, you WILL NOT RECEIVE get any consideration for a refund, exchange, or store credit. The fish must not exhibit any signs of physical trauma, such as torn fins, scratches, or other wounds. Your tank must be in good condition and your water quality must meet our standards here at Pet Zone. The fish must also be acclimated correctly to your fish tank. Once fish is released and the bag is opened, we are not in control after that and any warranty is null. We are not responsible for any delays or weather that causes late shipments as they are out of our control and in the hands of the shipping company. We have no control over this, if any fish is dead due to a delay or late shipment with the shipment, we are not responsible, and absolutely no refund, store credit or exchange will be given. You must be there to receive your live fish during delivery and immediately acclimate them. An exchange or store credit may only be given to the DOA fish. Shipping costs will not be refunded under any circumstance. If an exchange of another fish of equal value is preferred, the buyer will be responsible for the shipping costs of that fish. The buyer is also responsible for the shipping costs of fish and/or products that are returned for exchange back to our store. Buyer is responsible for knowing the local laws of their country/state/city/etc., as we are not responsible for shipping prohibited products or fish, which may be subject to confiscation from customs. Absolutely no refund will be given in these situations.


You hereby acknowledge that all rights, titles, and interests, including but not limited to rights covered by the Intellectual Property Rights, in and to the site, and that You will not acquire any right, title, or interest except as expressly set forth in this Agreement. You will not modify, adapt, translate, prepare derivative works from, decompile, reverse engineer, disassemble or otherwise attempt to derive source code from any of our services, software, or documentation, or create or attempt to create a substitute or similar service or product through the use of or access to the website or proprietary information related thereto.


Fish Online Store reserves the right to change these conditions from time to time as it sees fit and your continued use of the site will signify your acceptance of any adjustment to these terms. If there are any changes to our privacy policy, we will announce that these changes have been made on our home page and on other key pages on our site. If there are any changes in how we use our site customers’ Personally Identifiable Information, notification by e-mail or postal mail will be made to those affected by this change. Any changes to our privacy policy will be posted on our website 30 days prior to these changes taking place. You are therefore advised to re-read this statement on a regular basis


You may return most new, unopened items within 30 days of delivery for a full refund. We’ll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases, you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). If you need to return an item, simply login to your account, view the order using the “Complete Orders” link under the My Account menu, and click the Return Item(s) button. We’ll notify you via e-mail of your refund once we’ve received and processed the returned item.

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