FAQs

Once you click the Finalize Order button, you will be authorizing LiveAquaria to charge your credit card or other payment type. You will be unable to make further changes to your order. We apologize for any inconvenience.

Can I change or cancel my order?

Due to time-sensitive processes involved with order transmittal to suppliers and preparations to fulfill orders, once the order is submitted, we are unable to accept requests for order cancellations or changes. In the case of an emergency, please contact us by phone or chat at your earliest convenience. We are unable to make any guarantee, however, we will verify the status of your order and inform you accordingly.

Did My Order Ship?

Please refer to your order confirmation email. The provided shipping information includes the day your order is scheduled to ship. On the evening your order ships, you will receive an email containing shipment information and order tracking details, allowing you to make proper arrangements so you are available to receive your delivery. Please note, order tracking data may not be available until adequate en route scans have occurred.

Can I get a picture of my Diver's Den order?

Diver's Den's items are truly one-of-a-kind. All images are unique and once the specimen is sold, the image is removed from the site. Before checkout, please save images of purchased items for personal reference.

What happens if my order is held due to weather?

Thank you for your recent order with LiveAquaria®. The health and welfare of your aquatic life is our first concern. When inclement or severe weather may affect safe delivery of your order, we take immediate action. We are rescheduling your shipment to protect your aquatic life from possible delays.

Your aquatic life will ship as soon as weather conditions improve. You will receive an email confirmation the evening your order is shipped. If you are unable to receive your order or need to reschedule delivery for a specific day, please contact LiveAquaria at 1-800-334-3699.

We go to great lengths to ensure your aquatic life order arrives at your doorstep in the best possible condition to ensure your success in the hobby. Thank you for your understanding and sincerely apologize for the inconvenience. If you need further assistance, please contact us and we will be happy to answer any questions you may have.

I Have Store Credit on File, How Do I Use It?

Please add a note in the comment box stating your wish to use your store credit. This box is located above the "Place Order Now" button on the Review & Finalize page of checkout. Please Note: After your order is submitted, your card will authorize for the full amount. However, once we apply your store credit, you will only be charged the remaining balance (if any).

How Can I Make Sure to Get the Color I Prefer When an Item is Listed as "Assorted"?

When species are sold as assorted colors, we are unable to guarantee color form. Please refer to the details on the product page to review the potential color variations.

Will I Receive the Fish That is Pictured on the Product Page?

If you order from the Diver's Den® WYSIWYG (What-You-See-Is-What-You-Get) Store you will! Images displayed on Non-Diver's Den® pages are representative photos. Due to variations within species, your item may not look identical to the image shown. The approximate size range and may also vary between individual specimens.

Can I Specify a Preferred Gender?

Unless specified on the product page, we are unable to guarantee gender. Many specimens are in their juvenile state and it is difficult or nearly impossible to determine sex. To increase the chances of receiving a male and a female, we recommend ordering 4 or more of the same specimen.

I Only Received Part of My Order. When Will the Remaining Items Ship?

If at least 75% of your order value is available with in-stock items, your order will be fulfilled with those items. Any remaining items that are not able to ship will be removed from your order. Your order total will be adjusted accordingly, and your account will be charged only for the aquatic life items you received.

Do You Have Any Promo Codes?

If there are any current promotional offers, they are typically site-wide events and you will find them advertised on the LiveAquaria® homepage or in the red banner. To take advantage of any email-only offers, subscribe to our Email Newsletters.

I Received an Email Stating My Order Was Delayed. When Will It Ship?

We apologize there was a delay in fulfilling your order. Though uncommon, if less than 75% of your order value is unavailable with healthy in-stock items, processing of your entire order will be delayed. We will ship the order as soon as possible. Please reach out to our Customer Service team, if you have limited days when you are available to receive your delivery in person. We are happy to work with you to arrange an acceptable delivery date.

ITEM AVAILBILITY

When is a specific fish coming in?

The availability of species is affected by many factors. If a species you are interested in is currently unavailable, sign up for an In-Stock Alert. You will then be notified by email when the species is available. You can also sign up for the Diver's Den Email Alert to see what WYSIWYG animals are added.

The Items I am Interested in are Currently Out of Stock. How Will I Know When Items are Back in Stock?

Aquatic life availability is affected by many factors and quantities are often very limited. Although we are unable to reserve a species for you, we can send you an "In-Stock" email notification when you sign up for our In-Stock Alert. This feature is available on the product page of the out of stock species. Please click on the "Email me when available" button and add your contact information.

SHIPPING

How do you determine if heat packs or ice packs are needed?

Each morning before any orders are packed, a designated person evaluates extended weather conditions for the day, night, and the following day of each state. After reevaluated by a second person, the weather information is then sent to our shipping facilities. Based on the specific weather information, packages will include ice packs, heat packs, or nothing.

Do You Ship to International Destinations?

Due to import/export regulations, as well as increased shipping times with international deliveries, we are unable to ship to destinations outside of the continental US.

I Tracked My Order and There is a shipping delay. Will My Fish Be Healthy?

At LiveAquaria® the health of all our animals is our number one concern. We understand there can be unforeseen delays. Please continue to Track your order for updates. Rest assured, LiveAquaria® packs each bag with oxygen just in case there is a delay in transit. Please accept and acclimate the delivery even if there is a delay.

My Order is Delayed. Should I Have it Returned to Sender?

To ensure optimal, responsible care of your aquatic life order, you must be available at the first delivery attempt. Refusal of orders will void any guarantee and will forfeit your ability to place future orders with LiveAquaria®. Please accept the order and contact us with any concerns.

GUARANTEES & RETURNS

I Received and Acclimated My Order. However, One of the Specimens Has Died. How Do I Get a Refund?

We are sorry to hear of your loss. We stand behind all our aquatic life guarantees. Please complete the Aquatic Life Guarantee Claim Form. Once the details and images are reviewed, we will issue a store credit for your loss. Store credit expires one year after date of issue.

I Forgot to Submit a Claim for a Loss. Can I Still Get a Credit?

Aquatic life purchases from LiveAquaria® are backed by our Live Arrival Guarantee, 7-day Arrive Alive, Stay Alive®, Risk-Free Guarantee, or an unprecedented 30-Day Guarantee for our Certified Captive Grown Corals. To receive store credit, any loss must be reported within the respective guarantee period.

I Received Store Credit for My Reported Loss. However, I was Not Refunded for Shipping Charges. Why is That?

We apologize, store credit is issued only for the purchase price of the deceased item(s). Shipping charges and box fees are non-refundable.

HUSBANDRY

Why is it So Important to Acclimate New Arrivals?

The reason why acclimation is necessary is simple: the chemical makeup of the water in which the aquatic life is packaged is different from your aquarium water chemistry (i.e. water temperature, pH, and salinity). Aquatic life such as fish, and especially invertebrates (including corals), are very sensitive to even minor changes in water chemistry. The goal of acclimation is to gradually introduce your new aquatic life to the water chemistry found in your aquarium at a controlled rate to avoid distress.

View Guide to properly Acclimate Fish, Corals & Invertebrates
View Guide to properly Plant Freshwater Aquarium Plants
View Guide to Plant Pond Plants

What specific gravity do you keep your livestock?

The facility maintains a specific gravity of 1.018-1.020 for fish and 1.023-1.025 for corals and inverts at a water temperature of 76 degrees Fahrenheit.

What do you feed your fish at the LiveAquaria Coral Farm & Aquatic Life Facility?

To ensure optimum health, we offer our fish a varied diet consisting of quality live, frozen, dry or fresh foods. For a detailed list, please refer to our LiveAquaria Diver's Den Fish Food Chart for convenient reference.

What sort of quarantine procedures are in place for Diver's Den marine fish?

All marine fish at our LiveAquaria Aquatic Life Facility are quarantined and acclimated to captive conditions under strict protocols. Please refer to LiveAquaria Diver's Den Quarantine Procedure for Marine Fish for a detailed look at our extensive quarantine procedures.

What sort of quarantine procedures are in place for Diver's Den Sea Anemones?

All sea anemones offered in our Diver's Den section of LiveAquaria receives the highest level of professional care and undergoes our extensive quarantine procedure. Please refer to LiveAquaria.com Diver's Den Quarantine Procedures for Anemones for in-depth information.

Since LiveAquaria does such a great job quarantining, why should I quarantine my new arrivals?

Quarantining is an essential practice that should be employed by all aquarists. Similar to insurance, quarantining offers peace of mind by providing a means to prevent and treat illnesses without compromising the main aquarium system. Please refer to Quarantine Tanks: Manage Fish & Coral Health for more on this fundamental, aquarium-husbandry practice.

Do You Have a Chart for Ideal Water Parameters?

Absolutely! Ensuring appropriate water parameters and environmental requirements is fundamental to reduce mortality in your aquarium. Please view the proper water parameters for freshwater and marine home aquariums.

Are You Able to Help Me with Selecting Well-Suited Tank Mates?

Yes, please browse our Compatibility Charts. You will find some great guidelines to assist you with compatible species for marine and freshwater aquariums.

PROGRAMS & NOTIFICATIONS

What Does WYSIWYG Mean?

WYSIWYG is an acronym for "What-You-See-Is-What-You-Get." This means you receive the EXACT item you are ordering, not a representative photo. What makes aquatic life available in the Diver's Den® WYSIWYG Store truly one-of-a-kind is our 5-point acclimation, stress reduction, disease prevention, quarantine, and conditioning protocols we employ under the strict supervision of our dedicated LiveAquaria® professionals.

Why sign up for Diver's Den email alert?

The Diver's Den email alert is a real-time notification service. Since "What-You-See-Is-What-You-Get" Diver's Den aquatic life rarely stays in stock long, the best way to get a head start is to subscribe to the Diver's Den email alert service. When we post new items to the Diver's Den each day, we'll send you an email alert, so you can be first in line. Sing up today and be one of the first to know when we add new, one-of-a-kind aquatic life to our Diver's Den WYSIWYG Store!

I have a gift certificate can I use it on aquarium supplies (hard goods) and aquatic life?

Yes. Both our Gift Certificate and online e-Gift Certificate can be redeemed on aquarium supply as well as aquatic life orders. LiveAquaria Gift Certificates make the perfect gift for aquarium owners!