How Do I Know My Order Will Arrive Alive?

At Salt Water Live Stock, we guarantee that all livestock arrives alive if shipped to arrive within one day. For instance:

  • Ground Shipping: Use this option if you are within the 1-day transit area shown on our shipping map.
  • Overnight Shipping: Recommended for all other areas.
  • Free Shipping & Discretionary Shipping: Covered under our Alive Arrival Guarantee.

In the rare event of a DOA (Dead on Arrival):

  1. Take photos of the items while they are still in the bag.
  2. Proceed with the acclimation process.
  3. Contact us through the Contact Us page on our website and attach the photos.

We will credit your account or reship the DOA items. Please note: shipping costs are not covered under this policy.

Frequently Asked Questions

I Just Received My Order, and Something Did Not Make It. What Should I Do?

We’re sorry to hear about your experience. If something arrived DOA:

  1. Take clear photos of the item in the original sealed bag.
  2. Send the photos via the Contact Us page within 3 hours of receiving your order.
  3. Ensure photos are in .jpg or .png format.

Please note: DOA claims submitted without photos or through phone calls or social media will not be processed.

My Livestock Is Alive, But It Does Not Look Good. What Should I Do?

Sometimes livestock may appear dead due to the pH conditions during shipping.

  1. Take photos of the livestock.
  2. Acclimate them as you normally would.
  3. Email us with the photos and details of your observations.
  4. We’ll follow up in a few days to check on their progress.

What About Live Rock and Die-Off?

We ship our live rock wrapped in wet newspaper inside insulated boxes. This method:

  • Reduces costs while preserving hardy life forms like corals and clams.
  • May result in some die-off of fragile species like sponges and tunicates.

For minimal die-off, you can request fully submerged shipping via airlines (additional fees apply).

UPS Says My Order Was Delivered, But I Didn’t Receive It.

Please contact UPS directly for any shipping-related questions. While we do not have control over packages once they are with UPS, we still cover the contents of your package under our guarantee. In most cases, UPS can quickly locate your package.

 

Shipping FAQs

How Should I Ship My Order?

  • Live items: Should not be in transit for more than 2 days.
  • Fish, corals, and anemones: Should ideally be in transit for only one day.

Tip: Ship to a local UPS store to protect your order from extreme weather conditions.

Can I Use 2nd-Day Shipping?

Yes, for:

  • Plants and invertebrates (during mild weather).
  • If approved by us, these items will still be covered by our Alive Arrival Guarantee.

Why Is Ground Shipping an Option If It’s Not Ideal for Some Orders?

  • Ground shipping is cost-effective for dry goods, dry rock, and orders within the 1–2 day transit area.
  • However, it’s not recommended for live items shipped across long distances (e.g., California).

We trust you to select the best shipping method for your location and situation.

Why Am I Being Asked to Upgrade My Shipping?

If your selected shipping method isn’t suitable for live animals, we will contact you to suggest an upgrade.

  • If you decline, we will ship as requested, but you will assume full responsibility for the shipment.
  • This is not a sales tactic — our priority is delivering healthy, live animals to you.

I Ordered with Overnight Shipping, But My Order Hasn’t Arrived Yet.

Overnight shipping only affects transit time, not when the order leaves our facility.

  • We handle everything from diving and packing to customer support and website maintenance.
  • Weather and availability may also impact shipping times.

Why Is Shipping So Expensive?

Shipping fees are set by the carrier, not Salt Water Live Stock.

  • You may use your own shipping method or pick up your order from our location if preferred.

When Will My Order Ship?

We aim to ship the next business day. However:

  • If an item is out of stock, we will contact you with an expected shipping date.
  • Leave specific delivery date requests in your order notes.

Can I Get My Order Delivered on Monday?

We do not ship for weekend deliveries unless it is through airline shipping. Orders placed late in the week will be shipped on Monday to ensure live animals are not held over the weekend.

Can I Get My Order Delivered on Saturday?

We do not offer Saturday delivery due to its unreliability and extra costs.

Live Rock FAQs

I Want to Create a Caribbean Tank. Can I Get Rocks with Native Corals?

Yes and no. While we can collect certain corals attached to live rock, some species are protected under the Endangered Species Act.
Prohibited species include:

  • Staghorn Coral (Acropora cervicornis)
  • Elkhorn Coral (Acropora palmata)
  • Various Star Corals (Orbicella spp.)
  • Pillar Coral (Dendrogyra cylindrus)
  • Rough Cactus Coral (Mycetophyllia ferox)

If we encounter protected species, we must leave them in their natural habitat as required by law.