Faq - terms & conditions

Terms & Conditions – FAQ

Welcome to Jason’s Plecos & Cichlids LLC. Jason’s Plecos & Cichlids LLC (JPC for short) will provide our services to you based off the following Terms and Conditions on this page. While visiting this website and purchasing fish you agree to our Terms and Conditions. Please take the time to read this page in its entirety. This page also serves as a FAQ. This page can be updated at any time without notice as we evolve as a business.

Privacy Policy

Please review Jason’s Plecos & Cichlids LLC Privacy Policy.

Copyrights

All visible, non-visible, audio, downloads and data content on this site is sole property of Jason’s Plecos & Cichlids LLC and protected by domestic and international copyright laws.

Is this website mobile friendly?

Yes, this website is mobile friendly. We have optimized the mobile version so it loads faster. From time to time, there may be an issue depending on what browser is used. There are so many to choose from and can be difficult to make sure all browsers work with this site. If there is an issue please send me a message via the Contact Form.

Is this site SSL secured?

Yes, this site uses Cloudflare’s Standard Validation SSL Certificate 4096 BIT. Look for the HTTPS or Lock symbol in the address field.

Why are shipping charges not shown when buying fish?

This is because fish will be shipped via Air Cargo or FedEx. You will pay for Air Cargo at the airport and for FedEx when we receive a quote from them. We will contact you about shipping your fish once payment is made.

Do you post sales of fish to social media or other platforms? Yes most if not all sales such as which fish were sold and where it’s heading too such as the state, city are/may/can be posted to any social media platform such as Facebook, MySpace, Band and Instagram and many others. This can include a link to your Facebook profile, Facebook Business Page, a Facebook Tag, Facebook Mention, Facebook Review, etc. This helps with being active on our page for our followers, current customers and potential customers. Most of the time these posts do not link customers to the sale but as mentioned above it can. You buying fish from this website you are currently on, Facebook business page or any other social media platforms give JPC explicit rights to post what was sold. When feedback is left on Facebook for the Review I also add that to our website with a link to your Facebook Personal Page or Facebook Business Page. All of this information is posted under Information>FAQ – Terms and Conditions and during the checkout process when you add a check mark too I have read and agree to the website terms and conditions. JPC does not need to request permission to post any of this information at any time such as before, during or after a sale. You can request for JPC not to publish this information that our customers and visitors can identify you by before, during or after the sale by contacting [email protected]. Only information pertaining directly to you, your business, etc. will be removed from the post. We will make the post vague so nobody will know who the fish went too but we will post the sale to our page and it will not be removed.

Product/Fish Descriptions

At JPC we try to be as accurate as possible with fish and product descriptions. We research and reach out to the community for ID help when needed but that does not guarantee and 100% ID or description. We will do our best and make a note on that product or fish if there are doubts or other possible ID’s.

Where do you import fish from?

All over South America, Taiwan, Australia and fish from other countries will be available in the future.

Do you sex fish?

We don’t guarantee a 100% accurate sex on any fish. We will show you what is available by taking a photo through the aquarium and you can pick out what you think may be male and female. We will not remove any fish from the tanks to sex as we don’t want to stress the fish out.

Can a customer special order fish?

Yes, you can special order fish that normally are not ordered. Special orders are to be paid 100% in full before being shipped out from South America or anywhere else, no exceptions. From time to time we will post fish that are special order only as well. If you are looking for a fish that you don’t see on the list, send us what you are looking for and we will contact the exporters to see if any are available.

I have a major issue with my fish, the process, the bagging, who do I notify?

Always contact us first. If there is an issue we need to work it out together to come to a resolution. There is no need to make a public post about the issue which could potentially ruin the import business and give JPC a bad name.

What shipping carriers do you use?

We prefer to ship out fish via Southwest Air Cargo. If Southwest is not available in your region, we will use the next best option. All fish are shipped same day or next day air; this will vary region to region. FedEx – in the event they are late delivering a shipment, damage the shipment resulting it dead fish, they will not accept your claim of the dead fish or shipping. Live fish are listed as “Prohibited Items” in the FedEx Service Guide-Restrictions List. Therefor there is no guarantee live arrival if using FedEx 2 Day Service. Dry goods can be sent via FedEx, UPS and USPS or within your fish shipment. FedEx shipments can also be picked up at the nearest available hub, please verify how far away from the hub you are before agreeing to have the fish shipped to the hub.

Who pays for shipping?

Shipping is paid for by the customer. When you pick up the fish at the airport you will have to pay the shipping charges. Please have your ID ready as they will need to verify you as well as the AWB # aka Airway Bill Number and bring a credit card, they do not accept cash at any or most places. With FedEx you will pay us upfront as we have to deliver the shipment to FedEx.

Shipping fish seems expensive, why is that?

Shipping fish can get expensive. A lot of sellers cut corners and use smaller bags, smaller boxes, etc. to keep the cost down. Keeping costs down seems the way to go but when your fish arrives dead or in bad shape, no water in the bag, oxygen depleted and so on, you will the realize it’s worth the extra money to have it shipped correctly. Southwest is the way to go if possible as most shipments run $55-90 is most cases with 1 or 2 boxes, FedEx can easily be double that.

What heat packs do you use?

We use 10-24-36-40-60-72-hour heat packs when needed. All heat packs are tested first to see if they are activated when opened. Sometimes heat packs do not activate when opened so we make sure all are working before being taped to the inside of the box. A hole is cut in the lid and the heat pack is placed under the hole so oxygen can access the heat pack, otherwise the oxygen will be used up in the box and the heat pack will stop working. This gives the heat pack more time to keep working.

What boxes are used for shipping fish?

FedEx has strict standards when shipping and all shippers must be approved by FedEx. We will use the same standards when shipping via Cargo. Boxes are minimum 275 lb. burst strength.

What mm bags do you use?

We use 4 MM bags for most shipments and 3 MM for others. It really depends on the type of fish. Example, if we ship a small pleco species it will be in double/triple 4 MM bags, a small cichlid such as an Oscar may be in a 3 MM bag. All fish are always 100% double bagged at the very least. Extremely large fish will be shipped differently all together, the shipping method will be discussed on a case by case basis. Large plecos or any pleco that is very spikey, etc. will be shipped in a special pleco bag.

Why is the water blue?

When shipping fish we sometimes add Methylene Blue, this helps with any possible diseases, ammonia, nitrite, fungal or parasites during transit of a possible stressed fish. This is as a precaution; using Methylene Blue or any other medication does not guarantee in any way that a fish will not come in with a disease over the course of the shipping process. This also helps the fish live in lower oxygen levels during transport.

Does the customer pay for the heat packs, boxes and any packaging material?

We figure in the cost of all those items into each shipment. The larger the shipment the more we can spread out the cost of those items. This is why you may see the price fluctuate on fish from time to time. These materials used for shipping can be reused by the customer so we recommend you keep them as they can come in handy. Some sellers claim they don’t charge for those items but in the end, it comes out of the business one way or another. They are not in the business to hand out free boxes, bags and heat packs.

Do I send payment based off of the current stock list?

Stock lists can be updated at any time. We do our best to update the stock quantity. Stock changes are based on first come first serve basis. Whatever order is in the system first will be processed before newer orders. Should a fish no longer be available I will contact you with the details you submitted to see what you would like to do so we can either cancel or update the order.

Do you beat competitor’s prices?

We price our fish very competitively and do our best to have the best prices. If our prices are higher and you find them cheaper somewhere else, we will either match or beat the price based off our discretion. This does not include sale items, close-outs, discounts, use of coupon codes, typographical errors, membership or club prices, fake websites, etc. You will need to send us proof of the advertised price within a 6 month calendar year, it has to be in-stock, etc. There is also a better price match button on each fish available, simply fill out the short form and we will review it. 

What happens when the temperature is very cold or hot?

During extreme weather such as 32 degrees to below 0 or colder and sometimes during extreme heat, shipping may be delayed due to the temperatures. Once the weather stabilizes back to safer temperatures, we will continue shipping. In either event we will/may use heat or cold packs.

Do you ship during holidays?

Yes, we ship during the holidays as long as your shipment will not be delayed and as long as they are open for business. Shipping with FedEx after Thanksgiving may not be available as they are usually extremely busy with holiday packages and you run the risk of the package arriving late. During those times only AP to AP (Airport to Airport) will be available via Southwest Cargo.

Can you hold fish for a customer?

No, we do not hold fish for anyone unless full payment is made. Once payment is made you will have 5 business days, Monday through Friday to decide on a shipping date. Anything longer than 5 business day your money will be refunded. Several times now I have held fish for several months with the buyer backing out and no longer wanting a fish. This is not acceptable to a business as we lose a sale. Most times others ask about that sold fish in our shop but I let them know it’s sold. We take a risk in keeping these fish so please decide on a shipping date as described above, no exceptions.

What form of payment do you accept?

Currently only PayPal and cash will be accepted. Payment needs to be paid in full before any fish is shipped out. The only method of PayPal payments will be Pay for goods or services. This is so both the buyer and the seller are protected. Please do not send via Friends and Family.

Why do other online stores require the customer to pay their 3% PayPal fee?

The short answer is don’t shop with them. Having the customer pay for their fees is in violation of the PayPal User Agreement. We don’t charge that fee, so feel free to make an order with us. Why shop with someone that will charge you a different price on an item just because you pay with PayPal? The PayPal fee is the seller’s expense for using a payment processor which is PayPal, not the customer’s expense.

How do I place an order?

Start off by selecting the stock list catch location menu and then select the sub-menu such as Peru or Suriname or simply select All in stock fish in which you would like to buy a fish from. Once you find a fish that is in stock click add to cart and then finish the checkout procedure. We will be in contact with you via email so be sure all information is complete and accurate, otherwise this may delay the process. Depending on the fish you purchased, time of year, etc. we will determine the best method for shipping. If we decide on FedEx then we will send you an invoice for FedEx shipping from PayPal. If we decide on airport to airport, you will pay for the shipping charges at the time of pickup at the airport.

I was sent the wrong fish, what do I do?

All fish arrive with a species ID from the exporter. There can be some cases when a fish is incorrectly identified. If you paid more for this fish than what it is supposed to be sold at and we can for certain identify it is the wrong species, we will issue a refund of the difference. If you paid a lower price for a fish that is not identified correctly but actually sells for more, consider this a gift from us.

My new fish is killing the other fish, what do I do?

You must research compatible tank mates for any fish. Each and every fish has a different personality, what works for one person may not work for another. This is why it’s always good to have a backup aquarium. There are no returns/refunds for incompatible fish.

I submitted an order but haven’t heard a response, what do I do?

You can always send us a message via the Contact Us page or Facebook. Should we be unavailable there will be an announcement on this site and our Facebook page. Please be sure to check those two before sending a message.

What happens if I purchase a fish and it doesn’t look healthy to ship? There are times between when payment is made and the shipping day that a fish can become sick, etc. When catching the fish I examine each one carefully in the tank and out of the tank. If I see for example a pleco with a sunken belly I will not ship it out under any circumstance. I will notify you about this issue and refund the cost of that fish as there will be no time to pick out another fish. If I happen to notice this the night before I will contact you on a replacement of another species of pleco as long is that pleco is in the same fasting tank.

How long does it take to process an order before I am notified?

All orders are processed ASAP. There can be a delay at times depending on the amount of orders we have received. Please allow 24 hours before contacting us.

Is there a minimum order?

Unless fry is offered there is no minimum order. We want you to be able to buy as little as you want/need. We don’t want our customers to feel the need to buy more just to make a minimum purchase. Just be aware that shipping may be the same as if you buy 1 or 10 of the same fish that can all fit in one box.

How do I track my fish shipment?

We will send you a FedEx tracking number the day it is shipped. Packages are delivered by 10:30 AM or before. If a shipment is not delivered by 10:30 AM or sooner make sure you call FedEx ASAP to get an updated status, this is your responsibility as this is out of our control. For flights we will send you an AWB (Airway Bill Number). You must track the AWB to see when the flight is scheduled to arrive; again this is your responsibility as this is out of our control. Flights are often delayed or there are multiple stops so be sure to track the shipment. Always make sure to call ahead to the airport before making the drive to make sure the plane has landed and are ready to be picked up. Have the agent verify that your shipment is indeed ready for pick up; you will need to give them the AWB. Typically, it takes about 30-60 minutes for the items to be unloaded and processed; it’s always good to be a few minutes early if possible. Every airport is different so the estimated 30-60 minutes could be shorter or longer so be prepared.

What food do you feed the fish while in stock?

Fish are fed a variety of food including pellets of many flavors, cooked shrimp, flake food, live worms but never any live feeders.

Do you give discounts?

The price you see listed is the price for the fish. Unless otherwise noted, there will be no discounts for multiple fish purchases. There may be special promotions during the holidays, coupons available, etc. Those will be announced on this site and Facebook. Once we build up a repeat buyer base, we will have promotions such as spend $1000 and receive 10% off your next order, something along those lines.

Do you post the current stock list anywhere?

Yes, the stock list will be posted as soon as we receive it. Typically, the stock list is updated 2-3 times per month, in the slow season it may be longer, just depends on the wet/dry season or seasonal fish. It will be posted here in the Stock List Catch Locations and Facebook.

Do you take returns?

Once shipped or taken off-site fish are non-returnable.

Can you meet locally?

Yes, we can meet up locally within 30 minutes driving time by appointment only. We can also meet at the local fish stores as well. If we have to drive further than 30 minutes there will be a small charge.

Can I meet you at the airport to pick up my fish?

No because we don’t know which box your fish is in and we don’t want to delay the fish being processed.

Do you treat the fish with any medication to help remove parasites, worms, etc.?

Yes, all fish are treated with Levamisole, Oxytetracycline, Broad Spectrum Disease Treatment and PraziPro. Treatment typically lasts 2-3 weeks (but can be longer) before fish are ready to be sold.

Are the fish measurements accurate?

Yes, all fish measurements will be accurate. They will be priced according to their size in ranges such as a group of 4-6″ fish may cost $20 when a group of fish 8-10″ will be $40. We will show you the size of the fish next to a ruler that you are purchasing. All fish are measured from the tip of their head to the end of their tail including any trailers.

Can you ship me fish directly to my house from the exporter?

No, we can’t ship directly to you from the exporter. All fish are picked up at the airport and taken back to the shop to be processed.

How often do you ship out orders?

Orders are typically shipped out approximately 1-10 days after payment type has cleared. We ship out Monday – Thursday for FedEx. There is no FedEx shipping on Friday. If you buy a fish and we determine that fish is not yet ready to be shipped then it will be shipped out the following weekend, but there can still be exceptions. We don’t ship fish when they have eaten; we like to wait about 3-4 days before shipping fish. Since there is no filter, waste from the fish can cause an ammonia spike and ultimately kill or sicken the fish. Once you have made payment, we will either remove the fish into its own holding tank if there are other tank mates or leave the fish there if it’s alone and we will stop feeding to prepare to be shipped. Fish health is the top priority.

What if my fish is DOA – aka Dead on Arrival, will I be refunded for the fish?

DOA’s will be taken care of on a case by case basis. This is a risky area for both the buyer and the seller. There are many reasons as to why a fish is dead on arrival and both parties will need to see exactly what happened. First and foremost, there will need to be a video of the customer opening the box for the very first time, this insures both parties can see the fish if they are dead or alive. Do not under any circumstances remove the dead fish and toss it in the trash, etc. without a video from the very beginning, this will automatically void any guarantee from us. On each box in the shipment that has live fish there will be a sticker on the top of the box where the flaps meet. We will need to see the customer cutting this open for the first time in the video so please make sure you follow the proper procedure.

Is shipping refunded?

Under any circumstance shipping will NOT be refunded.

What if I can’t pick up the fish at the scheduled time at the airport?

You must be available to pick up the fish at the airport at the planes scheduled arrival time; you will VOID any guarantee on the shipment if you are late.

What if I’m not home during delivery for FedEx?

FedEx generally makes 3 attempts to deliver your package, most of the time they should leave a note on your door stating they were there for a delivery. You must be available for the first attempt. We have no idea how long the driver carries the package with them before they attempt to make a second or third attempt. If you are not available for the third attempted delivery you must call FedEx and pick the package up at the end of their shift. Typically, they unload their trucks at the end of the day. You must do this ASAP otherwise they will send the package back to us. You will not be refunded if this happens; this is 100% customer responsibility. By the time the fish arrive back us the rate of DOA is extremely high. Even if the fish do arrive alive and well there still will be no refund. FedEx has the right to charge us for disposal of refused items.  Again, if you decide to use FedEx to ship your fish, we do not guarantee live arrival on 2 day shipments, only same day or 1 day, even if they do make the shipment by 10 AM the next morning.

Should I quarantine my new fish?

Every hobbyist needs to understand, even with a fish being in quarantine for example 2-3 weeks and sometimes longer, it’s feeding, no visible signs of diseases, very active, etc. if the fish is stressed it can easily develop visible signs within a few hours such as during the shipping process. This does not mean we shipped out a sick fish; this is something totally out of our control. No matter who you purchase fish from you must always quarantine fish, no matter how nice that persons tank is, how clean and clear the water appears to be, how good of a condition the fish appears to visibly be, etc. We can’t guarantee that every single fish that we ship out is parasite, etc. free. Fish can be susceptible to diseases at any point in their life in any aquarium. Most diseases are invisible to the naked eye or internal but we will do our absolute best to make sure each and every fish is as healthy as can be. You don’t want to risk the chance of spreading any kind of disease when first introducing new fish in an established aquarium, always quarantine fish.

Shipment came in damaged, fish are dead or barely alive; what do I do?

We all know and probably heard of how shipping companies handle boxes, how shipments are lost, delayed flights and so on. Unless it is our direct wrong doing such as we forgot a heat pack or forgot to add oxygen, something that is in our control, then we will gladly issue a 100% refund for the price of the fish, but not shipping as stated above or you can wait for us to send you another fish of equal value or the same fish if it’s in stock. You can also file a claim with the airport if they have lost your shipment, arrived late or if it came in damaged and the fish are dead. If the box came in damaged, wet, or arrived late, make sure you open the box at the airport to check on the fish to make sure they are alive and record the entire process for video proof. If they are dead, make sure the agent sees the issue and file the complaint ASAP. You will also need to send us photos of any DOA arrivals within 1 hour of the planes actual scheduled arrival time no matter if it’s an issue with the carrier or myself.

The fish died in my aquarium, what do I do?

If a fish were to die in your aquarium, this is out of our control no matter if the fish is in your aquarium for 5 minutes or 5 days. Once the 1 hour of pickup after the plane arrives on time expires, there is no more guarantee. Fish are living animals that can pass away at any time, from being in one type of water to another, temperature swings, age of the fish, being stressed out, PH issues, acclimating, etc. Fish dying in your aquarium is not a means of DAA (Dead After Arrival) and will not be refunded, no exceptions. Everyone has their own method of acclimating fish.

How do you acclimate fish?

Fish that are shipped in pure oxygen are typically acclimated differently than for example a fish you buy from your local fish store. When the bag is sealed with oxygen, oxygen can’t escape which drops the PH. At a certain point, ammonia isn’t toxic at a low PH. However, once the bag is opened, the oxygen can escape, the PH rises, and the ammonia quickly rises to toxic conditions, usually within a few short minutes. Because of this, it is important to not have a long acclimation process. If the water temperate is within a few degrees, the fish should be fine. If it’s 10 degrees or more I would suggest acclimating the fish by removing a lot of the water in the bag and replace it with the tank water for a few minutes. Then remove more water and again add water from the tank to the bag. Once this process is completed a few times you can now place the fish in a quarantine tank to be further monitored. This is how we acclimate fish but everyone uses their own method. There is no guarantee of fish survival during the acclimation process, each and every fish react to this differently. There will be no refund if a fish dies during or after this process.

Will you be in contact with the buyer?

For each shipment we will be in contact with the buyer. Photos of the purchased fish will be sent via email or text to show its current condition, how long it’s been in quarantine, etc. No fish will EVER be shipped if the buyer/seller is not happy with the condition of the fish. A video will be taken to show the fish being bagged and boxed up with the proper supplies such as heat packs and oxygen.

What if there is a mistake on the website?

We reserve the right to correct any mistakes on the website at any time. Any prices, wording, etc. that may result in a cheaper price, higher price, etc. we will fix it when it has been brought to our attention. Any pricing errors will be corrected.

What about species of fish that is illegal?

We are aware of most fish that are illegal in each state, but that list can change at any time so it is up to the buyer to research that species of fish to make sure it’s not illegal such as stingrays in California. Please do not ask about Snakeheads or Asian Arowana, those fish are completely illegal to import and possess in the United States.

CITES regulates the international trade in species listed on its Appendices, including Asian Arowana, which is listed on Appendix I. This means that no commercial international trade in this species is allowed. Captive bred specimens are exempted under certain circumstances.

The Asian Arowana, Scleropages formosus, is protected under the Endangered Species Act (ESA). Under the ESA, it is unlawful to import, export, take, transport, sell, purchase, or receive in interstate or foreign commerce any species listed as endangered or threatened. You can view the list of species protected under ESA.

Please be advised that the Convention on International Trade in Endangered Species (CITES) treaty, in Article 14, states that the provisions in CITES shall in no way affect the right of party countries to adopt stricter domestic legislation regarding the trade in CITES specimens. The ESA is our “stricter domestic legislation.”

Therefore, even if the trade in Asian Arowana’s is allowed by CITES, it is still prohibited under the ESA.