Shipping/ Refund Policy

PURCHASING

All fish available for sale are listed either here on this site, or in our eBay store.  We do not combine items purchased on our website into the same shipment as eBay items. Items that remain unsold will be periodically reduced in price. See a fish that costs more than you would like to spend?  You can wait for the price to reduce, but someone could purchase it while you wait. You may add as many fish as you like to your shopping cart. Fish in your shopping cart are still listed for sale on the site, and can be purchased by other customers, despite the fish being in your cart. Fish are automatically removed from view only after your order is submitted and your payment is received. Once all of your desired items are in your cart, proceed to checkout to submit payment and schedule shipping.

PAYMENT

We accept all major Credit Cards, PayPal, Apple Pay, and Google Pay.

SELECTING SHIPPING METHOD

When checking out, you will reach the Shipping Method Screen, which will look similar to the image below. There will be list of selections that you would have to select. We offer many different ways to ship to meet our customers needs. We will explain what each shipping method means below.

Please Combine This Order with a Prior Order

Please select this method if you have a prior order, and want to combine your order together. Please note that if you don't have a prior order and select this method, we cannot ship out the package until shipping is paid for. We will contact you to ask which shipping service you would like to use. 

Air Cargo Southwest/Delta (Prepaid)

This method is also know as Airport to Airport shipping. It would require you to pick the package up in the Airports Cargo Office. This method is the best way to ship because we can pack the fish using larger bags, and more water. Transit time is fast and affordable, reaching most cities within 24 hours. We send packages prepaid, meaning you would pay us the shipping fee, and you would simply go to the cargo office to pick up the package. Please contact us, so we can make a booking, and arrange which day works best. 

Southwest Cargo Locations and Hours

http://www.swacargo.com/swacargo/stationHours.htm

Delta Cargo Locations and Hours

https://www.deltacargo.com/Cargo/catalog/worldwide-locations

In-Store Pickup in San Diego

This means that you will be picking up the package at our store in San Diego, California. Just come on over to pick it up, no appointment is needed.  

Ontrac (1-2 Days)

This option is use to ship out Live Fish. It will be packed in an insulated foam box. 

Starts at $20 per shipment

Shipments are sent via Ontrac Ground. Ontrac is only an option for West Coast Customers. Arrival time may be as early as 9am to end of day 7pm.
CA, AZ,  NV (Las Vegas) are next day service
NV, OR, WA, ID, UT, CO are 2 business day service 

USPS Priority Mail (2-3 Days)

This option is use to ship out Live Fish. It will be packed in an insulated foam box.  

Starts at $15 per shipment
Shipments are sent via USPS Priority. Arrival is typically 2-3 day depending on the location, and if any Holidays are occurring on the shipment week. USPS normally come when your normal mail arrives to your place. Item being shipped as USPS First Class arrive 3-5 days depending on location.

FedEx Overnight

This option is use to ship out Live Fish. It will be packed in an insulated foam box.  

Starts at $55 per shipment
Next Day Shipments are sent via FedEx Standard Overnight. Packages usually arrive by 12:00 AM for most locations in the United States.  Particularly rural or remote locations may have an arrival time of noon or “end of day” which is about 4:00-5:00 PM.

Shipping in the Cold Seasons

We want all fish to arrive safely. So depending on the current temperature in the destination city, we may decide to hold off from shipping until it gets warmer. We would encourage using Next Day Shipping, to ensure the fish arrive healthy. and safe. We are experienced in packing, but there is no way to guarantee that the fish will arrive safely when the weather drops below a certain temperature.

Shipping

Your fish will be fasted for at least two days before shipping to minimize water pollution inside of the bag during transit. For supplies, food products, plants, shipping closes for the day at 10 AM Pacific. After 10 AM we cannot accept orders to ship the same day, or accept additions to orders already scheduled to ship that day.

Our shipping days are Monday-Thursday for Next Day shipping with Fed Ex and Ontrac.

Shipping days are Monday-Wednesday for USPS Priority 2-3 day.

We don't ship to arrival on the weekends, This helps insure that the package isn't held over the weekends with the delivery company. Depending on the transit time, and weather, we may adjust the ship out based on our judgement. We want all fishes to arrive safe and healthy.

We use the following Shipping Service Providers Fed ExUSPS, Ontrac, Southwest and Delta Cargo. Shipping cost is based on the total weight, amount of items, and location.

The shipping charge for your state provides for us to package your fish in the most cost-efficient manner that is still 100% safe and secure for your fish.  If you have special instructions on how you would like your fish packaged, we can accommodate you, but we require that you pay any extra shipping cost.

You may choose any day Tuesday thru Friday for your order to arrive, with the exception of the following holidays, and the day immediately following each holiday:

  • New Year’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Day After Thanksgiving
  • Christmas
  • New Year’s Eve

You will receive a confirmation email on the afternoon that your box is shipped.  A tracking number will be available in the email.

Shipments to Hawaii

Importing your fish to Hawaii is possible with an import permit. Please visit http://hdoa.hawaii.gov/pi/pq/import-program/ for more details of obtaining a permit. Please email your permit to us at contact@coastgemusa.com. We will attach the permit to the shipping box for importation into Hawaii. 

Canceled Orders

Orders must be canceled within 12 hours of the original order to receive a full refund. Orders may be canceled after 12 hours at the seller's discretion for special circumstances. A 15% restocking fee will be charged or store credit will be given. Refunds may be issued up to one week.

DOA Fish and Refunds

There is always a slight chance that a fish from your order will not be shipped due to health concerns. In order to ensure our bio-security, as well as on-time delivery of your order, we do not hold orders due to a fish that cannot be shipped. The full purchase price will be refunded for any fish that cannot be shipped.

We guarantee live arrival only as we have no control over the environment of the fish once they reach your home. ​If a fish expires in transit, we will replace the fish, however, you will be responsible for the shipping costs. The replacement fish must be of equal or lesser value than the initial purchase. Shipping costs will not be refunded in whole or in part.

In order to obtain a refund:

You must complete the 2 following tasks for each fish claim within 2 hours of confirmed delivery from carrier or refund is automatically void.

  1. Must take a picture of any and all DOA fish in the bag they arrived in
  2. Email us at contact@coastgemusa.com with a brief description of your problem with photographs of DOA fish attached.

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.

Couldn’t find the answer to your Shipping & Returns question on this page?  Contact us on Facebook messenger with the icon in the bottom right corner of your screen, and receive an answer in less than one business day.