Frequently Asked Questions
Find answers to common questions about ordering, shipping, livestock care, and our Live Arrival Guarantee.
Can you ship my order immediately after I place it?
Live fish orders generally require 5–10 business days for processing and preparation before shipment. This is separate from the carrier’s transit time.
Before shipping, we withhold food for an appropriate period to help reduce waste and maintain water quality during transit. Fish health, availability, weather, and import delays may affect the shipping schedule.
Has my order shipped yet?
We generally ship live fish Monday through Wednesday to help avoid weekend transit delays.
You will receive an email with your tracking number when your shipping label is created. Receiving a tracking number does not necessarily mean the carrier has received your package. Check tracking for a carrier acceptance scan or shipment updates.
Please arrange for someone to receive your shipment and bring it indoors promptly.
How do you ship live fish?
We pack live fish in secure shipping bags with water and oxygen, then place them in insulated shipping boxes. Packing methods are selected for the livestock, shipping service, and expected conditions.
Shipping can cause temporary stress. Inspect your fish upon arrival and follow our acclimation instructions.
Which shipping services do you use?
Shipping options may include USPS, FedEx, UPS, and Southwest Air Cargo, depending on the order and destination.
Available services and prices are shown at checkout or provided when arranging a cargo shipment.
I paid for overnight shipping. Why hasn’t my order shipped yet?
Overnight shipping refers to transit time after the carrier receives your package. It does not mean your order will ship immediately after purchase.
Our processing time, livestock preparation, shipping schedule, and weather checks still apply.
How much does shipping cost?
Shipping rates start at $10 for plants and dry goods and $25 for live fish.
The final cost depends on your order, destination, and selected service. Review the shipping charge at checkout before completing your purchase.
How long will my package take to arrive?
Transit time depends on the shipping service selected at checkout. Check your tracking information for the carrier’s estimated delivery date.
Processing time and transit time are separate. Weather or carrier disruptions may affect delivery estimates.
Why does my tracking number say “Not Found” or “Label Created”?
Tracking may not update until the carrier receives and scans your package. Allow time for the first scan to appear.
If tracking remains unchanged beyond the expected carrier pickup date, contact us so we can check your shipment’s status.
My shipment is delayed. What should I do?
Contact the carrier with your tracking number to request a delivery update, and notify Coast Gem USA so we can help review the issue.
Continue monitoring tracking and arrange to receive the package promptly. If livestock arrives deceased, follow the six-hour DOA claim requirements below.
Some or all of my fish arrived dead. What should I do?
Complete both steps below within six (6) hours of the delivery time recorded by the carrier:
-
Take clear photos or a short video of the deceased fish inside the original, unopened shipping bag, with the fish and bag label visible.
-
Email DOA@coastgemusa.com with the evidence attached, a brief description of the issue, your full name, order number, and phone number.
Do not open the affected bag or release the fish into your aquarium before documenting the loss.
For approved claims, we issue store credit for the amount paid for the deceased livestock. Shipping charges are nonrefundable, and the buyer is responsible for shipping charges for replacement fish.
Claims are reviewed Friday through Sunday only. Your email and required evidence must still be submitted within six hours of delivery. A timely, complete claim remains eligible for review even if our response occurs later.
Losses caused by the recipient being unavailable to accept delivery on the first attempt are not covered by our guarantee.
What if I receive the wrong fish?
Take clear photos or a short video of the fish inside its original, unopened bag, including the bag label, and email DOA@coastgemusa.com within six hours of confirmed delivery.
Include your full name, order number, phone number, and the item you ordered. We will review your order and evidence and contact you with the resolution. Do not return live fish unless we provide instructions.
What if a fish arrives alive but dies shortly afterward?
Our Live Arrival Guarantee covers livestock that arrives deceased. It does not cover deaths or illnesses occurring after live arrival, including during acclimation or after introduction into your aquarium.
If a fish appears injured or unwell upon arrival, document its condition and contact us promptly. Follow our acclimation instructions and provide suitable water conditions and care.
Where do you ship?
We ship within the continental United States, Alaska, and Hawaii, subject to livestock restrictions, carrier availability, weather, and permit requirements.
Hawaii shipments may require permits and agricultural inspection. Contact us before ordering if you need help confirming shipping requirements.
Can I add items to an existing order?
You may request additional items before your order is packed or shipped, subject to availability.
Call or text 619-918-7052, or email contact@coastgemusa.com. Include your order number and the items you would like to add. Additional item and shipping charges may apply.
Can I cancel my order?
To receive a full refund, request cancellation within 12 hours of placing your order.
After 12 hours, orders are considered final under our cancellation policy. If a cancellation is approved after that window, a 30% restocking fee may apply, or store credit may be offered instead.
Approved refunds may take up to one week to be issued. Your bank or payment provider may require additional time to post the funds. This policy does not limit rights or remedies available under applicable law.
Why does my fish look different from the website photo?
Shipping stress can temporarily affect a fish’s color and appetite. Allow time for it to settle into appropriate aquarium conditions, and avoid overfeeding.
Lighting, photography, and natural growth can also affect appearance. Marble bettas may change color and pattern as they mature, sometimes significantly.
For listings marked WYSIWYG (“What You See Is What You Get”), you are purchasing the individual fish shown, although its appearance may change naturally over time. If you believe you received a different fish, follow the wrong fish claim instructions above.
What are your quarantine procedures?
Our fish undergo a minimum two-week quarantine before being listed for sale. During this period, we monitor their condition and treat any health concerns that become apparent.
Do you have a retail store?
Yes. Visit us at:
Coast Gem USA
139 Roosevelt Ave
National City, CA 91950
Walk-in customers are welcome. Please confirm current store hours before visiting.
Can I request a specific color, variety, or pattern?
Yes. Contact us with what you are looking for. We may have livestock that has not yet been listed online, or we may be able to explore a special import.
Specific requests are subject to availability and cannot be guaranteed unless confirmed by our team.
Can you confirm a fish’s sex?
When we can assess a fish’s sex, we include that information in the listing. Sex identification is based on our best assessment and is not guaranteed, particularly for juveniles.
How can I contact Coast Gem USA?
General questions and order changes:
Email: contact@coastgemusa.com
Call or text: 619-918-7052
DOA and wrong fish claims:
Email: DOA@coastgemusa.com
If you have not received a claim response by the end of the next Friday–Sunday review period following submission, call 619-856-4603 and leave a message with your name and order number.