The iFISH StoreReviews of theifishstore.com

Response from The iFISH StoreJul 27, 2018

Hello Jim; We have recently sent you an email requesting a picture so we can better help you out but have not heard back yet. With our 2" Discus, the size is approximate as some strains are a bit small than others. However, if there is a big difference in size we would be happy to compensate you in some way to rectify the situation.

Response from The iFISH StoreJul 24, 2018

Hello Jeff; We do have a live arrival guarantee. It is essential and very helpful to resolving the problem if we are contacted directly within the first 24 hours so we can react quickly to resolve the problem. Beyond that should there be a problem with your fish we genuinely want to work with our customers to reach a positive outcome. It does happen on occasion that some fish don't make the transition after a few days in which case we work with these customers on a refund or a credit toward a future purchase. You received your order on July 10th and we're sorry your disappointed in the way communications have unfolded and that we have now been updated on July 23rd that the fish did not live. Execution of the credit or refund process needs to happen by you specifying in an email to us at [email protected] the order number, which of the fish in your order perished, a photo is usually required and if you would prefer a credit on a future order or a refund. We are always more than happy to respond and work with our customers. We address this process on our site in the FAQ section at www.theifishstore.com/pages/shipping-return-faqs. We sincerely hope that you would reconsider your experience with our company and work with us. We would like to see you as a returning, long-term customer.

Response from The iFISH StoreJul 22, 2018

Hello Jessica; We're sorry for your disappointment at this point, however, our top priority is ensuring that we provide you with very healthy fish by following a set process to meet that priority and guarantee live arrival. We do ship all orders via UPS Overnite however what our standard practice is (which we outline on our site at www.theifishstore.com/pages/how-we-pack-live-fish-for-shipment) is that all fish are first quarantined for at least 24-48 hours. During this period, we closely monitor the fish to make sure they are healthy. We also do not feed them during this time in order to 'clean out' their digestive system and limit their ability to soil the water. This lessens the chance of fish dying in transit due to poor water quality. Once the quarantine process is completed, your fish will then be packed and arrange for UPS Next Day Air. Your order was placed mid-day on Thursday (7/19) at which time we drew your fish from the general population and began their quarantine period. Per our shipping procedures which are also outlined on our site, we do not ship Friday or Saturday as these days are quite busy for UPS and we do not want to risk on-time delivery or risk your availability when your shipment arrives on a weekend. So, per our standard procedure, your order will be shipped out at the start of this week. Unfortunately, there is typically a misunderstanding in Overnite Shipping which we do our best to explain on our website. It's important to us to ensure that you first get healthy fish rather than get "fast" fish with questionable health issues either do to pre-existing conditions or transport issues. We are committed to delivering your order in a timely manner that guarantees live, healthy fish. We will also reach out to you directly via email to re-assure you on your order.