How do I pick up my fish at Southwest Cargo?

🐟 How to Pick Up Live Tropical Fish at Southwest Cargo

🐟 All Southwest Cargo shipments start with your purchase from Jason’s Plecos & Cichlids.
📦 Due to the cost, size of certain species, and some customer preferences, these fish are only shipped via Southwest Cargo.
🚚 If you prefer UPS or FedEx, we can ship your fish through those carriers.
⚠️ However, please note that there will be no Live Arrival (DOA) Guarantee when using UPS or FedEx.

📅 On the day you select for shipment (pending weather or airline delays), your order will be shipped.
🔢 You will receive an AWB # (Air Waybill) from our website.
🔖 This is your shipment tracking number, usually starting with 526.
🌐 Track your shipment here: Southwest Cargo Tracking .

🛫 Check the flight status using your AWB #.
⏰ If the flight is scheduled to land at 1:00 pm, plan to arrive at the airport around that time.
⌛ Retrieval usually takes 15–20 minutes after landing, though timing depends on airport service level.
🛡️ We always ship NFG (Next Flight Guaranteed) service:
- ✔️ Guarantees your shipment won’t get bumped like it could under Standard service.

🪪 Bring your government-issued photo ID.
📄 Provide the Air Waybill number to the Southwest Cargo agent.
💳 Be prepared to pay the cargo fee:
- ⚖️ Cost varies by weight, box size, and number of boxes (usually 10–60 lbs per box).
- 💰 Charges are not shown on our website because they differ for each shipment.
💳 Bring a credit card: not all locations accept cash.
- 📞 If you plan to pay with cash, call Southwest before you arrive to confirm they accept it.
- 🔄 Otherwise, you will need another form of payment.
⏰ Check the hours of your Southwest Cargo location: not all offices operate on the same schedule.
📦 If the box is heavy, politely ask the agent to help load it into your vehicle.

🔍 Carefully check the outside of the box:
- 📉 Look for forklift punctures, crushed sides, water damage, or leaking.
- ⬆️ Check orientation—sometimes boxes are upside down despite “This Side Up” labels.
📂 Open and check the fish at the cargo area: make sure they are alive and well before driving home.
📸 If there are issues, take videos and multiple photos of the box and fish.
📝 Record the first and last name of the agent who helped you.
📑 If damage was caused by handling at the airport, a claim must be filed with Southwest Cargo (resolution can take weeks to months).
⚠️ Reminder: Stay calm with the counter agent—they are not responsible for what happens behind the scenes.
🛑 These are secure locations with cameras, so please do not cause a scene.

🚗 Once you’re satisfied, take your fish home.
🐠 Acclimate them properly:
- 💧 Short flights: Remove half the water from the bag, then add 1–2 cups of tank water every 15 minutes.
- 💧 Long flights (overnight or up to 2 days): Use a drip acclimation method.

⚠️ Guarantee Timing

⏱️ Our Live on Arrival Guarantee starts the moment the fish lands.
📌 There is a strict 1-hour window for reporting issues.
🌐 We use the time stamp on Southwest Cargo’s website to determine this 1-hour window.

⚠️ Delayed Pickup

🚫 If a customer is unable to arrive at the time of arrival and chooses to pick up the shipment hours later, their DOA guarantee will be expired.
📦 Customers are required to pick up their fish as soon as possible, as we make special arrangements for these flights.

⚠️ If there’s a problem