Frequently Asked Questions
Below you'll find detailed answers to our most asked questions about acquiring and maintaining the world's rarest aquatic specimens. For urgent inquiries, our specialists are available 24/7 via live chat.
Ordering Process
How do I place an order for rare species?
Our ordering process for premium specimens involves several steps to ensure legal compliance and animal welfare:
- Consultation: Contact our specialists via live chat or email to discuss availability and requirements
- Documentation: Provide proof of appropriate aquarium setup and any required permits
- Reservation: Secure your specimen with a 50% deposit (non-refundable due to species rarity)
- Quarantine: Your fish undergoes our 14-day Platinum Health Assurance protocol
- Shipping: Coordinated by our logistics team for optimal arrival conditions
Average order fulfillment time: 3-5 weeks for most species.
Why do you require documentation for certain species?
As CITES-compliant purveyors of protected species, we adhere to strict legal requirements:
| Species Category | Requirements |
|---|---|
| CITES I (e.g., Asian Arowana) | Import/export permits, proof of legal acquisition |
| CITES II (e.g., Clarion Angelfish) | Export permits, veterinary certificates |
| Regionally Restricted (e.g., Florida Basslet) | State permits, facility inspections |
Our compliance team assists with paperwork - allow 2-4 weeks for permit processing.
Shipping & Delivery
What shipping methods do you use for live specimens?
We employ tiered shipping protocols based on specimen value and fragility:
- Platinum Service ($500+): Dedicated air cargo with veterinary escort (for species like Platinum Arowana or Peppermint Angelfish)
- Gold Service ($200-$499): Priority overnight via Lufthansa Live Animal Program
- Standard Service (Under $200): Insulated express shipping via FedEx Live Animal Desk
All shipments include:
- GPS-tracked thermal containers
- Oxygen-rich packaging with ammonia neutralizers
- 72-hour heat/cold packs as needed
- Emergency contact protocol
Why don't you ship on weekends or holidays?
Our no-weekend policy ensures maximum survival rates:
- Carrier Limitations: Most live animal services don't guarantee weekend delivery
- Temperature Risks:
- Summer: Packages may overheat in unairconditioned warehouses
- Winter: Risk of freezing during tarmac transfers
- Staff Availability: Our aquarists monitor all shipments in real-time
Pro Tip: For Friday deliveries, request our "Hold for Pickup" option at major airport cargo facilities.
Animal Care
What quarantine protocols do you recommend for new arrivals?
Our Platinum Standard quarantine procedure (90 days minimum):
| Phase | Duration | Protocol |
|---|---|---|
| Observation | Days 1-14 | Daily health checks, no medications |
| Treatment | Days 15-45 | Prophylactic antiparasitics (PraziPro™), UV sterilization |
| Conditioning | Days 46-90 | Nutritional enhancement, behavior monitoring |
Critical Tools:
- Hospital tank with separate equipment (minimum 100L for most species)
- Digital water parameter monitor (ammonia, nitrite, nitrate, pH)
- Microscope for parasite identification (400x magnification recommended)
What are the optimal feeding regimens for premium species?
Species-specific nutrition plans (all food must be aquarium-grade):
| Species Type | Diet | Frequency |
|---|---|---|
| Arowanas/Gars | Live ghost shrimp, frozen krill, supplemented pellets | 4x/week (fasting days critical) |
| Rare Angels/Basslets | Spirulina-enriched mysis, live blackworms, coral polyps | Small amounts 2x/day |
| Stingrays | Freshwater clams, earthworm segments, carnivore pellets | Every other day |
Pro Tip: Our nutritionists create custom feeding plans - inquire about our Platinum Diet Consultation service.
Technical Requirements
What water parameters are required for sensitive marine species?
Our recommended parameters for delicate species like Peppermint Angelfish or Bladefin Basslets:
| Parameter | Ideal Range | Monitoring Frequency |
|---|---|---|
| Temperature | 76-78°F (24-26°C) | Continuous (digital probe) |
| Salinity | 1.023-1.025 SG | Daily |
| pH | 8.1-8.3 | 2x/day |
| Alkalinity | 8-10 dKH | Weekly |
Critical Equipment:
- Protein skimmer (rated for 2x tank volume)
- Calcium reactor (for stony coral environments)
- UV sterilizer (minimum 36w for 500L systems)
What backup systems are essential for high-value specimens?
For specimens valued over $5,000, we recommend this redundancy protocol:
- Power:
- Primary: Online UPS (minimum 2hr runtime)
- Secondary: Natural gas generator with auto-transfer switch
- Oxygen:
- Battery-powered air pumps (Eheim Air1000 recommended)
- Oxygen cylinders with regulator (for extended outages)
- Temperature:
- Redundant heaters on separate circuits
- Chiller with high-temp alarm
Our technicians offer Platinum System Audits to evaluate your setup.
Need More Detailed Advice?
Our aquatic specialists provide personalized consultations: