Shipping policy

Shipping and DOA Policy

Order Processing and Shipping Schedule
All orders are processed in the order they are received. We prioritize the health and safety of live shipments, which impacts our scheduling.

Processing Time: Orders are typically processed within 1-3 business days following placement.
Order cutoff: The daily cutoff time is Tuesday 10:00 AM Central Time (CT). Orders placed after this time will begin processing the following Monday
Exclusions: Processing and shipping only occur on business days (Monday-Friday). We do not process orders on weekends, all major US holidays, or specifically June 1-3 of every year.

2. Shipping Carriers, Methods, and Delivery

We Utilize the following carriers to ensure reliable and appropriate transportation for your order: USPS, UPS.

We offer the following shipping options, which will be available at checkout

Shipping Methods & Transit Times

  • Standard Shipping (3–5 Business Days): Available strictly for Dry Goods & Plants. Live animals cannot be shipped via Standard Ground.

  • UPS 2nd Day Air (2 Business Days): Recommended for hardy snails and select tough species during mild weather.

  • UPS Next Day Air (1 Business Day): Highly recommended for all sensitive aquatic species, and required for live fish during extreme summer heat (over 90°F)

Summer Safety Nuance: During summer heat waves, 2nd Day Air can sometimes be risky depending on local temps, so highlighting Next Day Air as the primary method for fish and snails is safer.


Shipping Rates: Shipping charges are calculated based on the method selected package weight, and delivery destination, and will be displayed at checkout.

Free Shipping: We offer free shipping on Dry Goods only at $75. Live animal shipments are excluded from free shipping to ensure they receive the premium handling and speed they require.

3. Live Arrival Guarantee (LAG) Policy

We offer a Live Arrival Guarantee (LAG) on all live aquatic organisms (fish, invertebrates, and plants). This guarantee is subject to the following conditions:

A. Dead on Arrival (D.O.A.) Reporting


The customer must report any Dead on Arrival (D.O.A.) immediately by emailing a clear, in-focus photograph to support@mamatsaquatics.com.
The photograph must clearly show the deceased animal/plant still inside the original, unopened shipping bag. This is non-negotiable proof.
The D.O.A. report and photo must be emailed with 3 hours of the carrier's recorded delivery time.

B. Guarantee Exclusions

The Live Arrival Guarantee is void if:

The shipping bag has been opened
The customer failed to select the appropriate shipping method (e.g., Overnight for sensitive species) as recommended during checkout.
The package was delayed by the carrier due to weather or unforeseen events (carrier delays are outside our control).
While we are not responsible for carrier delays, we understand the frustration. If a carrier delay occurs, Mama T’s Aquatics will assist you in filing a claim. Any credits issued are at the carrier's discretion; however, we will work with you to ensure a fair outcome.

The customer was not available to receive the package on the first delivery attempt.

Weather & Seasonal Holds

To protect the health of our live stock, we reserve the right to temporarily pause or hold live animal shipments during extreme weather conditions (severe heatwaves or deep freezes).

  • Service Alerts: Any weather-related shipping holds or restrictions will be clearly announced on our homepage banner and at checkout.

  • Order Processing: If your order is held due to extreme temperatures, we will notify you via email and ship your order as soon as safe weather windows open.


C. Remedy for D.O.A.

If the D.O.A claim meets all criteria:

Mama T's Aquatics will issue a store credit for the full purchase price of the deceased organism(s).,
Shipping costs are non-refundable. We do not issue refunds or store credit for the shipping cost of the shipping.

4. Shipping Restrictions

Geographic Restrictions: We currently do not ship to Alaska, Hawaii or Puerto Rico or any other geographic region where shipping is excluded.
Address Restrictions: We do not ship to P.O. Boxes, APO, or FPO addresses. A valid physical delivery address is required.
International Shipping: We do not offer international shipping.
Product Restrictions: We currently have no specific product restrictions based on state/local laws; however, the customer is responsible for knowing and adhering to all local laws regarding the purchase and possession of aquatic life.

5. Handling and Packaging Fee
A standard $4.99 packaging fee is applied at checkout. This fee directly covers the cost of specialized, high-grade shipping materials—including custom-fitted styrofoam thermal insulation, professional Phase-change cooling packs, UniHeat packs, leak-proof oxygen bagging, and heavy-duty boxes—as well as the labor required to safely prep live livestock for transit.


6. Cold Weather Shipping Policy

Winter Shipping Policy

  • Heat Packs: During colder months, live orders are packed in insulated boxes with 40+ hour UniHeat heat packs activated specifically for your delivery zone's forecast.

  • Temperature Thresholds: If temperatures in your area drop below 32°F, live animal shipments may require overnight shipping or a brief hold until a safe weather window opens.

  • Hold for Pickup: Recommended when local daytime highs remain below freezing to keep livestock safe inside a climate-controlled facility.

Extreme Weather Absolute Hold: Regardless of the purchase of a Cold Weather Protection pack, Mama T's Aquatics reserves the right to hold all shipments if temperatures at either the origin or destination are forecast to be below 35°F. We will not ship animals to their death."

Cold Weather Protection Requirements:

  • Protection Details: Includes a 40-hour UniHeat pack, heavy-duty thermal insulation, and weather-safe packing.

  • Temperature Threshold: Strongly recommended below 55°F.

  • Live Arrival Guarantee (Crucial): Our Live Arrival Guarantee is VOID if Cold Weather Protection is not purchased when the destination temperature is 50°F or below.

Summer Shipping Policy

  • Phase Packs: During warmer months, all live shipments are packed in heavy-duty insulated boxes with professional phase-change cooling packs (74°F) to prevent heat stress during transit.

  • Temperature Thresholds: If temperatures in your destination area exceed 90°F, UPS Next Day Air is strictly required for live fish.

  • Hold for Pickup: We strongly recommend selecting "Hold for Pickup" at your local UPS/USPS facility during summer heat waves, so your package stays in an air-conditioned customer center rather than on a hot delivery truck.




Local Pickup Policy

How It Works

Select 'In-Person Pickup' at checkout to avoid shipping fees. Please note, this service is by appointment only, and you will need to choose a convenient pickup window.

By Appointment Only

To ensure your fish are bagged and ready exactly when you arrive, local pickups are now available by appointment only. We offer flexible pickup windows throughout the week and on select weekends.

Standard Pickup Window

Available by appointment only: To ensure your order is ready and the fish are bagged fresh, we offer local pickup during the following pickup windows: Friday: 10:00 AM – 2:00 PM or 5:00 PM – 7:00 PM, Saturday: 10:00 AM – 3:00 PM.

How to Schedule:

 Select Local Pickup at checkout. We will contact you to confirm a specific 15-minute pickup window within these hours. Need a different time? If these windows don't work for you, please reach out! We are happy to accommodate other times by appointment only when our schedule allows.

Location

We operate a private, home-based hatchery, and for safety and privacy, the exact pickup address will be provided after your appointment is confirmed. Please note that local pickup is available during a designated pickup window.