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Frequently Asked Questions

 

Can I have my Livestock shipped by the drygoods shipping option?

What is the guarantee on livestock?

Can I combine drygoods and coral in one order?

My card was declined but the bank shows it was charged? 

Why was my card declined?

Can you hold my order?

I forgot the coupon code, can you apply it?

Can I have my livestock order delivered on Monday?

I paid for overnight shipping, Why isn't my order going to be delivered tomorrow?

Do you allow local walkins?

Can I use more than one coupon (voucher)?

How do you ship livestock?

What is the difference in shipping options?

Can I have my package delivered on Saturday?

How much is shipping?

Where are you located?

What kind of payments do you take?

Can I add to my order?

When will my order ship?

How do I acclimate my new critters?

Where do you ship to?

What kind of lights are your pictures under?

What if I receive a damaged item or have a missing item?

How are your corals packed?

What do the order statuses mean? 

Can I cancel my order?

How long is store credit good for?

How do the reward points work?

 

 

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Can I have my livestock shipped by the drygoods shipping option?

No. We only ship livestock via UPS/Fedex Next Day Air Overnight service (the Only Livestock Shipping option). Why would you want to risk the lives of your animals with anything slower??  These are LIVE animals!

What is the guarantee on livestock?

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All livestock comes with a 14 day Stay Alive Guarantee!

However there are a few rules that must be followed:

1. You must follow our acclimation instructions. 

2. If you had us ship your items to a UPS/Fedex center for pickup, you must pick the package up within 2 hours of the center opening. 

3. Don't delay the delivery of the package in anyway. 

4. Don't remove the frag from the mount. If it falls off during shipping you must send us pictures of the item, in the sealed bag, within two hours of delivery. 

 If you have a livestock death please contact us via our contact form, within 14 days of delivery, with clear photos of the item in your tank and on a sheet of paper along with your order number.  We will respond within 24 hours, excluding weekends or holidays. 

Please don't discard the livestock until we give you the ok as we may require you to send the dead livestock back for store credit.   

We use the delivery time and date stated on the tracking information as the delivery time and date. 

We will issue you store credit for the dead livestock once it has been properly submitted and approved, we do not issue refunds for livestock under any circumstances.  Store credit does not cover shipping fees.  Shipping fees are non-refundable.

Wholesale Accounts: 

We must receive pictures of any dead on arrival livestock within 2 hours of delivery. 

Rules 1, 2, and 3 from above still apply. 

No coupons are allowed on wholesale account orders! 

Free Shipping is Not Allowed with wholesale accounts!

 

Can I combine drygoods with my coral order? 

Sorry we can't combine items from the "Livestock", and "Drygoods"main categories. Please place separate orders for each main category. 

My card was declined but the bank shows it was charged?

If the transaction has been denied, your credit card or debit card will not be debited, however your bank (not our bank or our credit card processor) may have set funds aside during the authorization request.  Banks will release an authorization between 3 and 30 business days or upon debit of your credit card or debit card.

Banks set their own policies and SaltCritters has no control over how long your bank may hold your funds.  This apparently happens more often with ATM / Debit Cards.  The funds are then released again after a few days, when the bank realizes that actually no charge was placed although it was denied.

Our apologies for this inconvenience but absolutely nothing we can do to prevent it.  Consumers who feel their funds are being held too long should contact the bank that issued their card.  The phone number is generally located on the back of the card.

Why was my card declined?

Your card was declined for one of two reasons. You either don't have enough money on the card, or your address didn't match the address that's associated with your card and the system denied it for fraud protection. The Billing address MUST match the address associated with the card.

Can you hold my order?

We can't hold orders for more than 4 business days.  

I forgot the coupon code, can you apply it? 

Sorry we can't apply coupons to orders already placed.  Please be sure that the coupon you are trying to use has been applied to your order before you check out.  If you have any questions about a coupon you are trying to use please contact us before you place your order.

Can I have my livestock order delivered on Monday?

Monday delivery of livestock is impossible.  The only way for us to have your livestock delivered on Monday would be to ship it Friday.  Sorry but we aren't going to do that and have your items sitting in a box all weekend.

I paid for overnight shipping, Why isn't my order going to be delivered tomorrow?

We do our best to ship orders as fast as we can.  Orders generally ship in 1-5 business days and are shipped in the order we receive them.  If you would like your order delivered on a specific day please leave a note in the order and we will do our best to get it to you that day.  Sometimes we can get your order shipped the same day if we receive the order early enough and we can fit it in.  Now if you order late in the day, after UPS/Fedex has already picked up, it's physically impossible for us to get the order out that day.  If you order Thursday more than likely your order won't ship until Monday.  We only ship on Friday if you pay extra for Saturday delivery.  Unfortunately Saturday delivery is an extra charge by UPS/Fedex so we have to charge extra for it.  Keep an eye on your order messages as we will message you with the scheduled delivery date once we review your order.

Do you allow local walkins?

Sorry we don't at this time.

Can I use more than one coupon (voucher)?

Sorry but you can only use one coupon (voucher) per order.

How do you ship livestock?

We only ship livestock via UPS/Fedex Next Day Air service. This is the fastest option. We will NOT ship livestock any other way!

What is the difference in shipping options? 

Drygoods Shipping - This option is for drygoods only and is usually delivered in 1-7 days*.

Livestock Shipping- This option is for livestock and is delivered the next day*.

*Please note that delivery time is from the date of shipment. UPS/Fedex does NOT deliver on the weekends, unless you pay extra for Saturday Delivery.  Shipping delays are out of our control, but your livestock is still covered under the 14 day guarantee if there is a shipping delay.*

Can I have my package delivered on Saturday?

You sure can! Saturday Delivery is available for an extra $19.99. This charge is in addition to the shipping charge. Saturday Delivery is only available for livestock.  Please be aware that Saturday delivery isn't available to all locations. Saturday Delivery orders must be placed by 6am est Friday. Orders placed after the cutoff will be scheduled for the following week.  Click HERE to purchase Saturday Delivery.

How much is shipping?

Lets face it shipping isn't cheap and always costs us more than what we charge. We have worked with UPS, Fedex, and USPS to make shipping as cheap as possible.  Drygood items ship for just $4.99 and Livestock items ship for just $24.99!  Shipping is FREE on orders over $200 with coupon "FS"!  

Where are you located?

We are located in Reelsville Indiana. 

What kind of payments do you take?

We take all major Credit Cards and Paypal. 

Can I add to my order?

 Once we mark your order "Processing" we can't add to it anymore.  If your order isn't marked "Processing" and you want to add to it just go ahead and place another order and put in the order comment section the order number you are adding onto.  We will refund the extra shipping charge from the add on order when we combine the orders.  Add on orders do not count towards any free shipping offers.

When will my order ship?

Orders are shipped in the order we receive them. Orders usually ship in 1 to 5 Business Days (unless otherwise stated). If you want your order shipped on a certain day please leave a note in the comment section of your order and we will do our best to get it to you that day.  Please note that we can not hold orders for more than 4 business days.  If you placed a livestock order keep an eye on your emails, as we will message you with the scheduled delivery date once we review your order.

How do I acclimate my new critters?

1. Place the sealed bags in your aquarium for 30 min. This step allows the water in the shipping bags to adjust slowly to the temperature in your aquarium.  Please note that they will probably sink.

2. Open the shipping bags and carefully empty the critters into a bucket.

3. Discard the shipping water and carefully place the critters in your aquarium.

4. Enjoy your critters.

DO NOT DRIP ACCLIMATE!  Doing so will void the guarantee.

Where do you ship to?

We ship to all of the continental USA.

What kind of lights are your pictures under?

Our pictures are taken under the Zetlight ZP3600 LED. We try to post two pictures of each coral to give you a better idea to how it may look in your tank. We take one picture with all the leds at full power and one picture with just the blue and violet leds at full power. We can't guarantee an exact color match. So many factors, monitor settings, your eyes, and types of lighting affect color, so it is impossible for us to guarantee an exact color match. Our pictures are shot to represent the items as they appear to us in our photo tank. Please see our Lighting example here.

What if I receive a damaged item or have a missing item?

Lets face it we are human and although rare mistakes do happen. If you receive a damaged item, wrong item, or have a missing item please contact us within 24 hours of delivery. We will need pictures of any damaged or wrong items, and possibly pictures of the box with the box size. Please KEEP the box and packaging materials, in case the shipping company needs to inspect it.  If you're missing an item or received the wrong item we will give you a refund for that item or ship you the correct item.  Missing Livestock items will be refunded, due to shipping costs we can't resend a missing livestock item. If you received the wrong item we may have you send the wrong item back, we will cover return shipping, before a refund or replacement is given.  

How are your corals packed?

Our corals are individually bagged using heat sealed bags, No rubber bands or metal clips here. They are then at least double bagged, some have multiple bags depending on how sharp the coral is. We then place all the corals in another bag and place it inside an insulated box. We then place in an ice pack or heat pack if needed. We don't put air in the coral bags. There is no need for air in the coral bags and it only raises shipping costs. We have been shipping this way for years now and have over a 99% success rate.

 

What do the order statuses mean?

Payment Accepted: We accepted your payment for your order. 

Processing: We have printed your order and it will be shipping soon.  Your order can no longer be added to or modified.  If you ordered livestock please check your emails for the delivery date.

Shipped: Your order has shipped and will be arriving soon!

Canceled or added to another order:  We have either denied and canceled your order, or we added it to one of your other orders.

Refunded:  You were given a refund, please allow 2-14 days for the refund to show in your account.

Awaiting customer response: We are waiting for your to respond about your order.  There may be a problem with your order.

 

Can I cancel my order?

If you want to cancel your order please contact us ASAP.  We can usually cancel it if your order isn't already marked "Processing".  If it's a drop shipped item, that we have already had ordered for you, then we can't cancel the order.

How long is store credit good for?

Store credit is good for 1 year.

How do the reward points work?

Please click here for all the Reward Points Program details.

 


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