COAST GEM USA FREQUENTLY ASKED QUESTIONS

Browse these frequently asked questions to quickly find an answer to your issue.

Can you ship my order right after I place it?

In most cases, we cannot and will not ship fish immediately after an order is received. We stop feeding your fish in order to clean out their digestive system. This lessens the chance of fish dying in transit due to poor water quality.

Has my Order shipped yet?

We ship fish out Monday, Tuesday, Wednesday or sometimes Thursday (depending on your location) - whichever comes first. In most cases, we do NOT ship, Friday or Weekends. You will receive a tracking number by email from us when your fish has been packed and prepared for shipment. Then, you can track your fish on the web and know an estimated arrival day. We package them with pure oxygen and pack them in insulated boxes. It is best to have someone home when the fish arrives, so that your package does not sit outside your door in the hot or cold weather.


Please remember that the delivery of your order is the responsibility of the shipping carrier (USPS, FedEx, GLS, UPS ) Once a package leaves our fulfillment center, you must reach out directly to the shipping carrier selected during checkout to resolve delivery issues. You should have your tracking number ready when reaching out to the shipping carrier.

How do you ship Live Fish? Is it safe for the fish?

All live fish are packaged in thick plastic shipping bags. The bags are filled with pure bottled oxygen and water treated in methylene blue as an extra precaution. The bags are tightly secured with a rubber band, and then placed into a sturdy corrugated cardboard. The box is insulated with Styrofoam on all sides to maintain temperature and minimal movement. Then it's sealed with packaging tape and is set to ship.Yes, it is safe. Although there is always inherent stress to the fish as a result of the shipping process, the stress is minimal and the risk to the health of the fish is very low. Over 98% of all fish we ship ultimately arrive at their destination healthy and ready for their new home.  

What fish do you sell?

We sell bettas, fancy guppies, fancy goldfish, and other tropical fish. According to Fact City, goldfish are the most common tropical fish. When you're looking for the service to buy tropical fish online San Diego, CA trusts, give us a call.

I paid for Overnight Shipping, but you haven't shipped my fish yet. Why is that?

"Overnight shipping" refers only to the method by which the package carrier will deliver your fish. It does not mean that we will ship your fish the same day or even necessarily the next day after you order. We still cannot ship certain days regardless of when you order. Purging the fishes prior to shipping must be factored in. 

How much does shipping cost? 

We have shipping rates to buy tropical fish online San Diego, CA loves, starting at $8 for plants and dry goods and $18 for live fish.

How long will it take for my package to arrive?

The transit time varies on the shipping service you selected. Please remember that the delivery of your order is the responsibility of the shipping carrier (USPS, Fed Ex, GLS). 

Once a package leaves our fulfillment center, you must reach out directly to the shipping carrier selected during checkout to resolve delivery issues. You should have your tracking number ready when reaching out to the shipping carrier.

My tracking is showing up as "NOT FOUND". What is the reason? 

When we print your label, you will receive an email with a tracking number. The tracking number will not register any information until the Post Office, OnTrac or FedEx actually comes and gets the box. Please wait at least 3-5 hours and try again before emailing us.

I received a tracking number, when I track it my package, its shows as being delayed?

Please remember that the delivery of your order is the responsibility of the shipping carrier (USPS, FedEx, UPS, GLS )Once a package leaves our fulfillment center, you must reach out directly to the shipping carrier selected during checkout to resolve delivery issues. You should have your tracking number ready when reaching out to the shipping carrier.

Some or all of my fish arrived dead. What do I do?

Contact us as soon as possible. IN ORDER FOR US TO HONOR A DOA CLAIM, YOU MUST CONTACT US WITHIN 2 HOURS OF THE PACKAGE BEING DELIVERED (WE WILL USE THE TIME PROVIDED BY THE CARRIER ON THE TRACKING). Please take a picture for us showing the loss in an UNOPENED BAG- it can just be a picture taken with your smart phone. Email us at DOA@coastgemusa.com with a brief description of your problem with photographs of Dead Fish attached.


From there, we will issue credit towards a future purchase, SHIPPING IS NON REFUNDABLE. Buyer is responsible for the shipping of any replacement fish. We work very hard to make sure that you receive your fish alive and we want your fish to have a long, happy life in your tank, however it has to make financial sense for us in the end.


We will not assume responsibility for fish killed as a result of the customer not being available to accept the delivery on the first attempt. You should be home to accept your package on arrival.

What if a fish arrives alive, but then dies soon after?

Once fish is added to your aquarium, we are not responsible for sudden deaths or illnesses. We ship healthy fish, once they are in your system, their continued good health is your responsibility. 

Do you ship everywhere in the USA?

Yes, we do! We only ship within the continental United States, Alaska, and Hawaii. You can rely on us when you're looking to buy tropical fish online in San Diego, CA or anywhere else in the country.

Can I add items to my order after I have placed it? 

Yes! You can add items to your order as long as we haven't shipped out your existing order. To add an item, please call us at (619) 603-1893 or send us an email at contact@coastgemusa.com. Please let us know the item you want to add. If you have any other questions about the services to buy tropical fish online San Diego, CA counts on, give us a call!

How can I cancel my order?

Orders must be canceled within 12 hours of placing it to receive a full refund. After the 12-hour period has passed, ALL SALES ARE FINAL. Any refunds may be charged a 30% restocking fee to offset non-refundable service charges and holding a fish that might otherwise have been sold to someone else. Full credit will be given to be used towards future purchases. Refunds may take up to one week to be issued. Contact us today to learn more about our process to buy tropical fish online in San Diego, CA.

I just received my fish and they do not look like the pictures on the website. What's up with that?

Any fish that was just shipped will be stressed. Allow a day or two (or occasionally more) for the fish to acclimate to their new environment as their color will return. This stress can also affect a fish's appetite. They may not eat for the first day or two. Be careful to not overfeed during this period, as uneaten food will rot and diminish the water quality.

Some fish also have a changeable pattern. Bettas have marble genes which means they can change as they age. This varies from betta to betta, but marble bettas can change more dramatically over a short period. The pictures of the betta are taken before they are shipped to us and their color can change in that time. Please understand that we CAN NOT change this fact, as this is all part of the nature of bettas. Contact us today if you have more questions about our services to buy tropical fish online in San Diego, CA.

What are Coast Gem USA's quarantine procedures?

All of our fish are quarantined for a minimum of two weeks before being listed for sale. All fish are monitored closely for any signs of health problems during that time. If any health problems become apparent during quarantine, the affected fish are treated accordingly. If you're looking for the place to buy tropical fish online San Diego, CA trusts to keep the fish healthy, come to us!

Do you have a retail location?

We do have a brick-and-mortar store located at 1570 5th Ave, San Diego, CA 92101. We are open to our retail customers as well as walk-ins. Whether you want to come to our store or use our services to buy tropical fish online San Diego, CA counts on, we can help.

Can I contact you to ask if you have a certain color/variety/patterned fish in stock?

Yes, however, most of the fish we have are usually listed on our website. We do occasionally have fish in stock that haven't been listed yet. If there is something in particular you are looking for that is not listed, we can try and import that fish for you. When you need the source to buy tropical fish online San Diego, CA residents count on, come to us!

Can you tell me the sex of a particular fish?

Larger fish will be sexed along with some juveniles, but the sex will be stated in the title of the listing. Any stated sex of a fish is made with our best assessment and due to different variables, the sex of the fish cannot be guaranteed. If you're looking for the source to buy tropical fish online San Diego, CA can trust, come to us!

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