Frequently Asked Questions

The questions we get most, answered straight. If yours is not here, email help@jojoaquatics.com.

When do you ship?

We ship live animals overnight on Mondays and Tuesdays. Order by 4pm Eastern on Sunday to make the next window; later orders ship on the following ship day. We hold orders when the temperature at your address is over 95°F or below 40°F and ship on the next safe day.

How are the animals packed?

Each animal is bagged with enough water and oxygen for the trip, wrapped against light and temperature swings, and boxed with insulation and a heat pack when the weather calls for it. Full details are in our Shipping & Acclimation guide.

What do I do when my order arrives?

Open the box right away and drip-acclimate over 45 to 60 minutes before adding anything to your tank. Do not pour bag water into your aquarium. If any animal is dead on arrival, photograph it in the unopened bag and file a claim within two hours.

What is the Live Arrival Guarantee?

Your animals are guaranteed to arrive alive. If any do not, we refund the affected animals or reship when possible, as long as the DOA policy steps are met. Some fish look lifeless after shipping but are only stressed, so inspect carefully before assuming the worst.

Do you ship to my state?

We ship within the United States. A few species are restricted in certain states; if anything in your cart cannot ship to your address, we will let you know and refund that item.

My tank is brand new. Can I order?

Please cycle your tank first. Most losses we see are not the fish, they are an uncycled or unstable tank. Our Water Chemistry guide walks through cycling and parameters.

Can you help me pick species?

Gladly. Tell us your tank size, water parameters, and what you already keep, and we will suggest stock that fits. Email help@jojoaquatics.com.