Welcome to our Store

 In store purchases carry a 24-hour limited warranty (unless noted under exemptions). The store must be notified within 24 hours of any problems. In case of a casualty, a tank water sample 1/2 cup please (water only – separate from the dead specimen), the dead specimen (body) (separate from the tank water), and receipt for purchase must accompany ALL replacement requests. NO EXCEPTIONS. All replacements are dependent on test results. A second sample may be required if the sample does not match known parameters. Management has the right to refuse replacements. Only store credit or replacement will be issued.

We do not replace fish that have been obvious victims of aggression, fish put in a tank with poor water quality, not transported or acclimated properly, or if the customer was advised about possible problems and disregarded the advice.

 Our store guarantees live arrival on all overnight shipments ONLY. We do not ship via any other means. Shipping charges of any kind are not covered by our Live Arrival Guarantee. DOA (dead on arrival) will be issued as credit on your next order, equal to the value of the fish lost. No cash refunds will be given for DOA livestock.

At least two clear photos of DOA livestock inside the unopened bag are required to receive credit. Images must clearly show the deceased livestock in the unopened bag. These images must be received within two hours of package delivery or 1st attempt delivery, whichever comes first. Late photos or photos depicting livestock outside of the shipping bag are not acceptable and will not result in credit. You can submit additional photos and video, but without the original clear photos inside unopened bag, no credit shall be issued.

Not all species are guaranteed. Please see our EXEMPTIONS below for all fish that do not carry this guarantee.

In order to avoid any delays, please submit the following information for your Refund Request in this format via email to elitemenagerie@outlook.com.
1. Your Name
2. Your Order Number
3. The name and quantity of DOA you are reporting; and
4. The photos outlined above

Please allow up to 48 business hours for staff to respond and issue store credit if deemed appropriate.

 Some fish are more sensitive than others. Some fish require specific water parameters or temperatures in order to thrive. We DO NOT guarantee the lives of Discus, Lake Tanganika fish, any fish over 6inch in size, wild caught Angelfish, and wild type Bettas. Many of these types of fish require very specific temperatures and PH, and it is for these reasons that they do not carry any guarantees.

NO HOLDS! If you want something you see online or in store and don't want it to sell, we have in-store pickup. We will only hold fish if they are paid in full. Hold time limit is 7 days. If you have purchased you fish either online or in store but have not picked up your fish within 7 days of purchase, your payment will be forfeited, and the item will be listed for re-sale. NO EXCEPTIONS unless otherwise agreed upon and approved by a member of our staff.

If you are looking for a special item not listed on the website or available in store, it is quite possible we can locate it for you by utilizing one of over 20 breeders and suppliers we use. Simply send us a message with the species type and size you are looking for and we will do our best to find it for you. However, a 50% deposit is required should you wish to move forward with ordering the item you request. Keep in mind that full and final payment and pickup must be made within 7 days of its arrival unless otherwise agreed upon and approved by a member of our staff. If you do not pickup you item within 7 days, you deposit will be forfeited, and the item will be listed for sale.

Unless the livestock is specifically labeled MALE, FEMALE OR PAIR, the item(s) will be shipped "unsexed". Any sexing requests cannot be taken into consideration at this time; however, we will try our best when catching to provide the best ratios we can, especially with schooling fish and shrimp orders.

 When you place an online order, you are only paying for the items in your cart, along with applicable sales tax. All shipping rates will be sent via a separate Square Invoice email to you a minimum of 48 hours before your order is picked and packed. Orders are only shipped on Monday's and Tuesday's. Up to one full week processing time is needed in order to properly prepare your fish for transport. Same day order requests will not be fulfilled. If shipping invoices are not paid in full within the 48-hour window, your order will be cancelled, and a refund shall be applied to the original payment method on file. A 15% restocking fee will be applied to the refund.

ALL SHIPPING IS OVERNIGHT THROUGH UPS or USPS. Shipping rates will vary based on how far the package has to travel from our location in Pennsylvania, and how big the package is. We do not ship to Puerto Rico, Hawaii, Canada, or outside of the country (USA). WE DO NOT SHIP TO PO BOXES.

WEATHER CONDITIONS: We review all orders to ensure that the appropriate heat or cold packs are used based on weather forecasts along with flagging any orders that cannot be shipped due to inclement weather (extreme eat or extreme cold), or livestock concerns like health or supply. We reserve the right to hold or cancel an order due to these conditions and you will be notified as soon as possible.

You will be emailed a UPS/USPS tracking number several hours after your order has been shipped. Please remember, in order to meet the conditions or our live arrival guarantee, you must receive and inspect your contents within two hours of first attempt delivery or receipt of delivery, whichever comes first.

All items are bagged with fresh oxygen. Your fish have not been fed prior to transport. Once safely acclimated in their new tank, please be sure to give them a small snack for dinner. We recommend two types of acclimation instructions depending on your purchase. They are as follows:
Neutral PH Fish/Snail Acclimation: Float bag and contents in your tank for 30 minutes to allow the water temperature in the bag to match the water temperature in your tank. This is called temperature equalization. If the temperature of the bag feels to be about the same temperature as your tank water, remove the livestock from the bag and place the livestock ONLY in their new tank. Never put the water from the shipping bag in your tank. This is sometimes called the "Plop and Drop" method.

LOW or High PH Fish/Shrimp Drip Acclimation: Some fish and shrimp can be sensitive to rapid PH changes/fluctuations. Drip acclimation can help reduce shock, which can negatively affect livestock and lead to a shorter life expectancy, can cause death, and/or cause stress. So acclimating senstive livestock by the "Drip" method can be essential to giving your sensitive livestock a chance to thrive in their new environment.

What you will need:

• 1 x Large Cup, Bowl, or Bucket
• 1x Aquarium airline tubing
• 1 x Airline Valve
• Water Conditioner

1. Step 1: Place your livestock into a container along with the water they were shipped with inside and allow enough room in the container for water to expand up later by 200%.
2. Step 2: Add a drop of water conditioner to the container you just placed your livestock in. This is to help aid in detoxifying the water the livestock was shipped in.
3. Step 3: Take an airline control valve to one end of your tubing, making sure it is completely open. Now fill the tubing with the aquarium water and then close off the valve.
4. Step 4: Place the container with the livestock on a flat location below the level of the aquarium water. Take the tubing without the airline valve into the aquarium water and fix it firmly with a suction cup. The other end with the airline valve should now be placed above the container with the livestock inside.
5. Step 5: Gradually adjust your airline control valve until you have around one drip per second. Allow the water to drip until it is mixed and consists of 1/3 old water and 2/3 aquarium water. The entire process should take anywhere between 1-3 hours. As long as the detoxifier was added this slow acclimation will help the livestock adjust properly to their new home.
6. Step 6: Remove the livestock from the container using your net and then release the shrimp into their new tank.

 IN STORE RETURN POLICY:
All sales are final with or without receipt.

ONLINE RETURN POLICY:
All sales are final with or without receipt.