Shipping
We use the shipping box designed by Discus Hans specifically for transferring discus.
You invest in our quality discus, we keep investing in the best to serve you.
We work hard and invest big to deliver you the best in the best
- HERE IS HOW WE PROCESS YOUR ORDER
After you place an order and your payment is received….
1. We will contact you to arrange a delivery date. We ship via FedEx overnight Monday through Thursday for delivery the next morning.
2. Minimum two days before ship out, we start prepping your discus which begins your shipping process. If you cancel your order during this time, we will charge a 15% restocking fee. If Klarna is used as your payment method, we will inform Klarna to charge your card on the day we start prepping your order and the same cancellation policy will apply.
3. The afternoon before ship out, we pack your fish. All fish are shipped in insulated boxes specifically designed to ship discus, multi-bagged, and, when needed, accompanied by heat packs.
4. After we drop of your box at FedEx, we email the tracking number to you.
5. FedEx overnight delivers to your address between 10:30am-11:30am local time. You must be present to accept your fish at the first attempt of delivery.
6. Please refer to our Live Arrival Guarantee Policy below.
7. Please refer to our Acclimation&Quarantine tip-sheet included with your tracking number information email. A brief summary of unpacking & acclimation is provided below.
Shipping costs depend on your zip code and the weight of your order meaning size of the box. We use FedEx Next Day Air to ship to your address overnight which delivers between 10:30am-11:30am local time the following day. We ship to contiguous 48 states Mon through Thu. Shipping cost will increase when Saturday delivery is requested and arranged. Local pickups are welcome.
UNPACKING & ACCLIMATION
There are many ways to properly acclimate discus, however our preferred way is the “plop and drop” or “slam dunk” method. In our experience, this is the fastest, least stressful way to get your fish out of the shipping water.
Before shipping, all discus go through a fasting period to minimize the ammonia produced in the bag during transit. In a sealed bag the CO2 produced by the fish lowers the pH, helping to neutralize the ammonia. Opening the bag and exposing the water to air causes a rapid increase in the pH level, quickly leading to toxic ammonia levels. For that reason, we choose to remove the fish from the bag as soon as possible rather than using longer methods of acclimation, especially for discus as they are susceptible to ammonia burns.
When you receive the fish, we recommend floating the bag until the temperatures equalize. Then, using scissors or a blade, cut the top off of the bag. Gently grab the fish or empty the bag in a net out of the tank, and release the fish into the tank with transferring minimum water from the bag. Please note: if the discus is lethargic and inactive upon unboxing, we suggest that you still float the bag in your aquarium. We have seen discus appear dead in the shipping bag, but bounce back quickly once the temperature rises.
LIVE ARRIVAL GUARANTEE POLICY
In the extremely rare case of a dead on arrival discus please do not panic. All you have to do is send a video of the discus as described below.
In order to receive a credit towards your next order, you MUST:
1. Take a video of the dead fish inside the UNOPENED bag. Any alterations in the shipping bag will void this policy.
2. Take a 2nd video of the fish inside THE FISH TANK 2 mins in duration on each fish you’re claiming, focus on the mouth and gills of the fish in the video so that we can be sure it is legitimate.
3. Send videos within AN HOUR of receiving your fish to reachoutwd@gmail.com
4. You must be at the delivery address to receive your fish in order to be eligible for our live arrival guarantee.
5. All store credits exclude shipping charges.
Please also note:
* We only guarantee live arrival, we can not accept any returns due to the health of our facilities and fish in our premises. Please check your water parameters before purchasing any fish, as we are not liable for a fish dying in your aquarium due to poor water conditions.
* When delivery is made on a second or later attempt will void all guarantees. In addition, any delay in delivery beyond our control will void our live arrival guarantee (carrier delays and weather delays included).
* Discus sizes or color are not guaranteed. Occasionally a discus may be smaller or larger than the size listed. Typically all discus will be within a quarter of an inch of the listed size. We will not refund or replace any discus that is within 0.5 inch of the listed size.
* We at Winnie’s Discus take pride in breeding and grooming the highest quality discus. Our fish are raised hormone and additive-free. They are kept in a parasite-free and clean environment. In their new home, fish care responsibility falls on their new keeper. Improper acclimation, water quality, customer QT, tank mates suitable for discus, cross contamination from other suppliers other fish present in your aquarium, among many other factors can all cause harm to discus fish and bring on disease etc. Winnie’s Discus cannot guarantee the fish after the terms of our live arrival policy.
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We reserve the right to make changes to this policy. Any changes to this policy will be posted.
