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About Your Online Order

If you need assistance with your online order, tracking a package, returns or any other information related to an order you placed on Fish.com, we can help.

Answers to many common questions can be found below:

Order Status 
How can I pay for my order? What payment methods do you accept?
Can I track my order online?
Must I pay sales tax?
How long will it take for my order to arrive?
What delivery area is covered by Fish.com?
How can I review the details of an order I have already placed?
What is a backorder?
Did you receive my order?
Can I make changes to my order?
How can I cancel my order?

Shipping & Delivery 
General Info
What are the shipping options for my order?
How is the shipping weight charge calculated for my order?
What is an Oversize charge?
What are the weight and size limits for shipping?
What happens when I order a heavy or bulky item?
Can I ship my order to Alaska or Hawaii?
Can I ship my order to Canada?
Can I ship my order internationally?
Must I sign for my delivery?
May I choose my shipping carrier?
Who do I call if my merchandise arrives broken or damaged from the carrier?
Is expedited shipping available on all products?
Why does "Next Day" or "2nd Day" deliveries sometimes take longer than that to arrive?
Are there any shipping restrictions based on delivery location?

Customer Care Service Hours:
Monday - Friday: 8am - 6pm ET
Saturday: Closed
Sunday: Closed

 


Frequently Asked Questions


Order Status

How can I pay for my order? What payment methods do you accept?  
We accept the following credit cards for online or phone purchases:  
  • American Express
  • Discover
  • MasterCard
  • Visa.

We also accept the following payment methods for online purchases only:

  • PayPal
  • Amazon Checkout
  • Bill Me Later 
  • Google Checkout

For phone orders we accept we also offer a Check by Phone payment option.
Please note: Orders placed using the Check by Phone option may be delayed one business day due to processing time. Orders placed with credit cards will be processed immediately.

If you have any questions, please call Customer Service at:  1-888-347-4114.
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Can I track my order online? 
You may track an order by accessing your online account and viewing the order status and tracking information in the order history details. Also, once an order has shipped, a Shipping Confirmation e-mail is sent to you with the name of the carrier and the tracking number, which you may use to track your order via the carrier's tracking site. Economy shipping order ARE NOT trackable.
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Must I pay sales tax? 
We are required to collect sales tax for orders delivered in the states we are located; *PA, *MO, and *NY. States marked with an asterisk requires us to also collect tax on shipping & handling charges too.
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How long will it take for my order to arrive? 
Order arrival timelines are dependent upon product, inventory status and delivery method. Typically, orders will arrive to your home within 5-7 business days. Items shipping via common carrier can take up to 3 weeks to receive. Exceptions are communicated on the product information page of the item and in your shopping cart. In rare instances, when an item in-stock becomes unavailable after you have placed an order, you will be notified of the status of that order via e-mail.
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What delivery area is covered by Fish.com? 
We gladly ship within the 48 contiguous states, APO/FPO addresses, Alaska, Hawaii, the Virgin Islands, Puerto Rico, Guam, and Canada. Delivery option restrictions by location apply.
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How can I review the details of an order I have already placed? 
Registered users can log into their account and view the order history and details of any order that they have placed online.
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What is a backorder? 
When a product is labeled as backordered, this means that there is currently none available in stock to ship to the customer immediately. You may still place the order for the item and as soon as the item becomes available, one will be shipped to you. The estimated arrival date to the Fish.com distribution center is communicated on the product's information page and in the shopping cart.
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Did you receive my order? 
When an order is placed on Fish.com, an order confirmation e-mail is sent within 24 hours of the time you placed your order.
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Can I make changes to my order? 
You may make changes to your order anytime after the order is placed as long as your order hasn't been processed. If you need to change an order, call the Customer Care Center at 1-888-347-4114 to check if your order has been processed and change your order.
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How can I cancel my order? 
You may cancel an order as long as it has not been processed. Please call the Customer Care Center at 1-888-347-4114. If your order has not yet been processed, they will be able to assist in canceling your order.
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Shipping & Delivery

Our goal at fish.com has been and still is to offer the best products at the best prices. With the increase in all service costs we've been receiving, we've found a way to ensure that our customers get the best possible pricing experience at fish.com. (See details below)

General Info
 
Shipments are delivered Monday through Friday. We do offer Saturday delivery where available and at an additional charge. To place an order for Saturday delivery, get rates or location availability, please call customer service at 1-888-347-4114.

Delivery times may vary as orders maybe ship from more than one location and certain items could take up to 3 weeks for delivery. Item delivery times quoted are to metropolitan areas and shipments to remote locations may also take longer. Prices and terms are subject to change without notice.
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What are the shipping options for my order?  

Shipping Method
Est. Delivery Time
Base Rate
Per Pound
Economy
7-10 Business Days
$5.99
$0.29
Ground
2-6 Business Days
$8.99
$0.29
2nd Day Air
2 Business Days
$17.99
$1.30
Next Day Air
1 Business Day
$25.99
$2.00
Priority Mail*
7-10 Business Days
$19.99
$2.00

*Orders to APO/PPO, PO Box, Guam and the Virgin Islands ship Priority Mail. Order to Puerto Rico can be shipped Economy or Priority Mail.
**The $5.99 Shipping offer is valid on Economy Shipping only in the 48 contiguous states. Order total excludes taxes, shipping & handling charges, and processing fees. Please note that due to carrier restrictions, some products shipping to the 48 contiguous states must be sent via Ground Shipping and are not available for Economy Shipping. Reduced shipping offer does not apply to oversized products requiring Motor Freight delivery.

How is the shipping weight charge calculated for my order?  
We charge a flat rate for each order plus an additional weight fee for all items. The total shipping charges are displayed on the shopping cart page for your review. The formula we use to calculate the total shipping cost is:

(shipping method cost) + (total shipping weight of the order x per pound cost for the shipping method) = Total Shipping Charges

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What is an Oversize charge? 
Products that are considered to be oversized due to the weight or dimensions of the shipping box will be shipped by Economy or Ground per requirements of the shipping service provider. An additional charge per oversized item will be added to the shipping charges due to the increase in cost by the shipping service provider for larger or heavier items.
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What are the weight and size limits for shipping? 
There are no limits to the total weight of your shipment or the total number of packages in your shipment.  We reserve the right to ship orders over 200 lbs. via motor freight.  A member of our customer service team will contact you with a quote for accurate freight costs.

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What happens when I order a heavy or bulky item? 
Certain products can only be delivered by truck. Online these products will be identified on the product page as “Shipping restrictions apply - Truck Only”. Your order will be processed, but placed on “HOLD” and a Customer Care representative will call you with an estimate of freight cost. Please allow additional time to process your order and scheduled delivery. Shipping service provider delivery dates may vary by region.
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Can I ship my order to Alaska or Hawaii? 
Yes. A $29.95 fee will apply in addition to the shipping charges. Please note that shipping times to Alaska and Hawaii will take longer than what's noted in the chart above. Shipping charges to Alaska and Hawaii are a result of increased cost from the shipping service provider. 
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Can I ship my order to Canada? 

We make placing orders for delivery to Canada quick and easy!

Select items marked with "Ships to Canada" messaging and process your order as you normally would. Any additional charges will be calculated in your Billing Summary Page.  If you have any questions please email us or call us at  1-888-347-4114.

Canadian Shipping & Sales Policies

 

 Only items eligible for Canadian Shipping will be allowed to be shipped to a Canadian shipping address.

  • You will receive alerts during your checkout process, if specific items are restricted from Canadian shipping.
  • Please remove these restricted items in order to successfully complete your transaction.
Cost for Canadian Shipping
  • Base Shipping Charge = $32.00 (includes Shipping, Customs Fees, and Duties.) 
  • Per Pound Charge= $0.75 per pound
If you have additional questions regarding Canadian Shipping, please contact Customer Service at  1-888-347-4114.

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Can I ship my order internationally? 
Fish.com is happy to accept orders from friends around the globe. Please call our expert sales reps at 1-888-347-4114 to assist you with your order. Please note that at this time we can only accept international orders in excess of $150.00. Also note that select product lines may not be available for sale internationally and shipping rates and fees will vary depending on the delivery address of your order. Our sales rep will be able to provide you with additional information when you call to place your order.

Items from Fish.com can be shipped to several international regions, but cannot be shipped to Africa, Island Nations, Israel, Latin America, or the Middle East.

Your packages may be subject to the customs fees and import duties of the country to which your order is shipped. These charges are always the recipient's responsibility. For further details, read about Restrictions (which apply to all international shipments) and Import Fees Deposits.

Restrictions
Some items sold by Fish.com cannot be shipped internationally due to import restrictions or size; for example pet food and products containing animal by-products cannot be shipped internationally.

Limitations
For products shipped internationally, please note that any manufacturer warranty may not be valid; manufacturer service options may not be available; product manuals, instructions and safety warnings may not be in destination country languages; the products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labeling requirements; and the products may not conform to destination country voltage and other electrical standards (requiring use of an adapter or converter if appropriate). You are responsible for ensuring that the product can be lawfully imported to the destination country. When ordering from Fish.com, the recipient is the importer of record and must comply with all laws and regulations of the destination country.

Customs, Duties, and Taxes
Orders that are shipped to countries outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

 

Must I sign for my delivery? 
Signature is required for Motor Freight; however, signature is not required for other shipping methods. Thorough inspection must be made upon delivery and all damage noted on the delivery receipt. If an item is damaged, delivery should be refused and ferret.com must be notified immediately. You must save all shipping and merchandise packaging.
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May I choose my shipping carrier? 
No. You may choose only the delivery method.
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Who do I call if my merchandise arrives broken or damaged from the carrier? 
If your order is broken or damaged, refuse delivery (if possible) and call Customer Service at 1-888-347-4114. You must save all shipping and merchandise packaging.
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Is expedited shipping available on all products? 
Expedited shipping is only available on those products that can be air shipped in accordance with shipping service provider requirements. Products exceeding weight or girth limits and products falling under the hazardous materials (hazmat) guidelines for dangerous materials cannot be expedited. These products are duly noted on the product information page.
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Why does "Next Day" or "2nd Day" deliveries sometimes take longer than that to arrive? 
Next Day and 2nd Day Air orders placed after 2 p.m. Eastern Time will not be shipped until the following business day. Next day air packages arrive by end of day on the first full business day after shipment, and 2nd Day air packages arrive the second full business day after shipment.

Placing your order very late in the day, after the shipping service provider has picked up their last shipment, is one factor that can affect shipping time. As a rule, you can expect orders shipped Next Day to take 2-3 business days to arrive, and orders shipped 2nd Day to arrive within 3-4 business days.
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Are there any shipping restrictions based on delivery location? 
*Economy shipping available to the 48 contiguous United States.
*Ground shipping available to the 48 contiguous United States and Canada.
*Air shipments (2nd Day and Next Day) available to the 50 United States.
*Priority Mail available to Guam, Puerto Rico and the Virgin Islands.

California Only - Pesticide Sale Restriction

A pesticide is any substance intended to control, destroy, repel, or attract a pest. Any living organism that causes damage, economic loss, transmits or produces disease may be the target pest. Pests can be animals, insects, unwanted plants and weeds, or microorganisms such as plant diseases, viruses or bacteria. Before being sold or used in California, all pesticides must be registered with both the U.S. Environmental Protection Agency and the California Department of Pesticide Regulation (DPR). Pesticide products typically sold in retail stores include: Algaecides, Fungicides, Herbicides, Insecticides, Rodent Poison, Repellants and Disinfectants & Sanitizers.  If a product fails to meet California use requirement, TABcom LLC will restrict product shipment to comply with California state law.

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Return Policy

How long will it take for me to receive a credit once I return an item?
We administer return credits within 48 hours after the product is received in our return center.
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What is your return policy?
For a complete review of the Fish.com. return policy, view our Return Policy.
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Will I be reimbursed for my return shipping costs?
Fish.com does not reimburse return shipping for products returned for reasons that are not the fault of Fish.com.
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How do I Report a damaged or defective product?
Customers may call our Customer Care Center at 1-888-347-4114 immediately upon discovering any damage or defect with an item ordered online. You must save all shipping and merchandise packaging.
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Can you replace my order?
Yes, depending on the availability of the items in the order. Call the Customer Care Center at 1-888-347-4114 to request a replacement order.
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