A: We are located in Vancouver, WA and ship directly from Portland, Oregon.
Q: AM I ABLE TO PICK UP MY ORDER?
A: Since we are an internet only company and do not have a retail store, our fulfillment centers are closed to the public. Therefore all orders are shipped. If you reside on the West Coast, the shipping process will typically be 1 day.
Q: WHAT ARE YOUR HOURS OF OPERATION?
A: We are open for online orders 7 days a week, 24 hours a day and 365 days a year.
Our sales department is available 8:00 am - 5:00 pm PST Monday through Sunday if you need assistance placing an order.
If you need to contact us, please click our contact button here, or visit our 'Contact Us' tab on our website.
Please be sure to leave your name and phone number on the contact form. We will respond as quickly as possible to all requests.
- Our phone number: 1-877 527 5656
Q: HOW DO I KNOW WHEN MY ORDER IS SHIPPING?
A: If your fish are shipping via USPS, you'll receive two emails the day your fish are scheduled to leave our facility. The first email is a picture of your fish in their shipping box on their way to you and the second email is your USPS tracking number. If your order is shipping via Commercial Airlines, you'll receive the flight itinerary prior to departure so you'll know when to pick them up at the airport.
Q: CAN I ADD TO MY ORDER IF IT HAS NOT SHIPPED YET?
A: If your order hasn't shipped yet and you wish to add to the order, please place a second order. Make a note in the comments section of the new order that you want the order to ship with your current order - make sure to include the pending order number. If we are able to combine your shipments, any overpayment on shipping fees will be refunded.
Q: CAN I CANCEL MY ORDER ONCE IT’S PLACED?
A: Due to the complexity of our supply chain management and inventory systems, live animal orders are unavailable for modification, cancellation, returns or refunds once your order is placed. When your order is placed, your items are automatically added to our Supply Chain Management System. Interrupting this structure is quite costly in terms of human resource attention needs and inventory control.
If you wish to purchase an additional live animal after your order has been placed, you will need to place a second order, as we are not able to add to existing live orders placed.
Customers can exchange non-live products for a new item or return the product for a full refund or credit. Customers are required to contact us prior to returning any products. It is the Customer's Responsibility to pay any restocking fees associated with returns of merchandise. All non-live products returned are subject to a 20% restocking fee. Customers are responsible for paying any shipping costs associated with any returns. Sale items are not eligible for refunds or credit.
Q: WHAT DOES “PRE-ORDER” MEAN?
A: When a fish is on a “Pre-Order” status, it means that we are awaiting new stock of that particular fish. Delivery times vary and can be anywhere from 1 to 8 weeks, sometimes longer depending on the fish. Estimated arrival dates will be posted if known. Please be patient with delivery on pre-ordered fish - they will be shipped as soon as they're ready.
Q: HOW ARE YOUR FISH SHIPPED?
A: We offer two types of shipping - United States Postal Service (USPS) or Commercial Air. Follow this link for more information on our shipping process: http://www.thefinchfarm.com/shipping-information/
Q: WHAT IS YOUR GUARANTEE?
A: Pet Fish For Sale offers Live Arrival Guarantee. If a fish arrives perished, you will be offered a Pet Fish For Sale Credit for the cost of the fish which can be used on a future purchase.
Q: WHAT HAPPENS IF A FISH PERISHES WITHIN A SHORT TIME AFTER ARRIVING?
A: Every fish passes Quality Control Inspection before leaving our facility. Once the fish has left our facility, it is the customers responsibility to ensure they have everything needed to care for their fish before they arrive. Before your shipment arrives, please be sure to review our Fish Care instructions.
Q: IS THERE A MINIMUM ORDER OR NUMBER OF FISH THAT NEED TO BE ORDERED?
A: There is no minimum order nor minimum quantity of fish that can be ordered.
Q: I DON’T SEE AN OPTION FOR MALE OR FEMALE. WHY?
A: If no gender option is offered on a fish, this is an indication that sex is not easy to determine. If you prefer a certain gender, you can indicate this in the comments section of your order. We will do our best to accommodate any gender requests.
Q: IF THE FISH I ORDER ARE NOT COMPATIBLE, ARE THEY SHIPPED IN THE SAME BOX?
A: Most fish, even if not compatible, can ship together. Additional shipping charges would be assessed to accommodate the weight of any extra boxes.
Q: HOW LONG AFTER AN ORDER IS PLACED WILL IT SHIP?
A: Shipping times vary depending on the birds ordered. If you are considering a mix of common fish which are typically kept in stock, and ‘Pre-Order’ fish within your order, we advise that you submit two separate orders so that we can ship your common fish right away. ‘Pre-Order’ fish can then be shipped upon arrival. Putting both fish types in your order could cause substantial delays in shipping. All orders are shipped on a first-come, first-serve basis.
Q: HOW LONG DOES IT TAKE MY FISH TO ARRIVE AFTER THEY ARE SHIPPED?
A: USPS shipments can be anywhere from one to three days arrival time. Commercial Air details are sent via email once a flight is scheduled so you'll know when they are scheduled to arrive.
Q: DO YOU SHIP OUTSIDE THE UNITED STATES?
A: At this time, we are only shipping within the United States, including the US Virgin Islands and Puerto Rico. Once international shipping is an option, it will be posted on our website.
Q: DO YOU SHIP TO HAWAII? IF SO, WHAT IS THE COST?
A: Yes. Costs are extensive and include 7 days quarantine prior to flight departure, health certificate and flight costs. USPS is not an option for orders to Hawaii. For more information, please contact us directly.
Q: WILL THE POST OFFICE DELIVER DIRECT TO MY HOUSE OR DO I HAVE TO PICK THEM UP?
A: We prefer that all orders be picked up at the post office when they notify you that your birds have arrived. If you are unable to pick them up, arrangements for delivery with your post office can be made.
Q: IF I SELECT USPS SHIPPING, WHICH POST OFFICE WILL IT BE DELIVERED TO?
A: It will be delivered to the post office associated with your ship to address and zip code.
Q: AM I ABLE TO MAKE CHANGES TO MY ORDER?
A: No. Due to the complexity of our order supply management system, we are unable to make changes to an existing order. If you're wanting to add to the order, please place a separate order for any additions.
Q: CAN I GET A PICTURE OF THE FISH THAT WILL BE SHIPPED TO ME PRIOR TO ORDERING?
A: We appreciate the desire to have your fish photographed prior to ordering. However, it is almost impossible to obtain a picture of the exact fish you'll be receiving. If you are concerned about the quality of our fish, we highly recommend that you review our Testimonials Page. This should give you some confidence and peace of mind that we only ship out the best fish possible.
Q: WHAT DOES AWAITING FULFILLMENT MEAN ON MY ORDER STATUS?
A: Awaiting Fulfillment simply lets us know an order has come in and has been paid for. Once your order is ready to ship, your order status will be changed to Shipped.