Quick answers to the questions we hear most about shipping, livestock, returns, and rewards. For full articles, order help, and DOA claims, visit the Help Center.
Orders and shipping
Shipping and delivery
How much does livestock shipping cost?
Every livestock order ships by FedEx Priority Overnight.
- Florida: $34.99
- Other eligible states: $39.99
- Free overnight shipping: $299 or more in qualifying livestock
Livestock shipping is calculated separately from supply shipping because live animals require insulated, temperature-managed packing.
See livestock shipping details for the complete current terms.
How do I qualify for free overnight livestock shipping?
Add at least $299 in qualifying livestock to your cart. Eligible corals, fish, and invertebrates share the livestock threshold, while aquarium supplies use separate free-shipping thresholds.
Freight, drop-ship, special-order, and other excluded products do not count toward livestock shipping. The checkout summary shows the shipping method and charge before payment.
See current shipping thresholds for the complete current terms.
What days does Top Shelf Aquatics ship livestock?
Livestock ships Monday through Thursday by FedEx Priority Overnight. Orders placed by 2 p.m. Eastern Time on those days normally qualify for same-day dispatch when an available arrival date has been selected.
Orders placed after the cutoff or on Friday through Sunday move to the next available business-day schedule. The calendar shown at checkout determines the planned arrival date.
How do I select or change my livestock delivery date?
Select your preferred arrival date in the checkout calendar. Your order does not ship until a delivery date is selected.
If you need to request a change after ordering, contact us immediately with the order number and preferred arrival date. Changes depend on fulfillment status, livestock health, carrier availability, and packing capacity, so they are not guaranteed.
Need help? Contact our team as soon as possible with your order number and the email used at checkout. Contact Top Shelf Aquatics.
What time will my livestock order arrive?
Most FedEx Priority Overnight livestock packages arrive by about 10:30 a.m. local time. Delivery commitments vary by ZIP code, and remote areas may receive packages later in the day.
Follow the carrier tracking page for the most current estimate and arrange for someone to receive and inspect the shipment promptly.
Where does Top Shelf Aquatics ship livestock?
Top Shelf Aquatics ships livestock within the 48 contiguous United States. We do not ship livestock internationally or to Alaska, Hawaii, U.S. territories, or destinations outside the continental service area.
Western states receive the same Priority Overnight service and $299 free-shipping threshold. The 2 p.m. order cutoff is Eastern Time, which is 11 a.m. Pacific.
What are the free-shipping thresholds for aquarium supplies?
- $49 or more in qualifying supplies: free ground shipping
- $399 or more in qualifying supplies: free FedEx Priority Overnight
Freight, drop-ship, special-order, frozen-food, and other excluded items do not qualify. Livestock uses a separate $299 free overnight threshold.
Review current supply shipping terms for the complete current terms.
How long does it take aquarium supplies to ship?
Qualifying express supply orders placed before 2 p.m. Eastern Time Monday through Friday normally ship the same day. Orders placed after the cutoff move to the next business day.
Ground orders may require 48–72 hours, or about two to three business days, to process. Drop-ship, special-order, backordered, and freight products follow their own manufacturer or carrier timing.
Why do livestock and aquarium supplies ship separately?
Livestock must travel in insulated, temperature-managed packaging by FedEx Priority Overnight. Most aquarium supplies can use ground service, while some products ship directly from a manufacturer or by freight.
Because the packing, carrier service, eligibility thresholds, and timing differ, livestock and supply shipping are calculated separately and may produce more than one tracking number.
How do I track my Top Shelf Aquatics order?
When your order ships, the email address used at checkout receives a shipping confirmation with its carrier tracking link. You can also sign in to your Top Shelf Aquatics account to review your order.
- Livestock and supplies may have separate tracking numbers.
- Drop-ship and freight items can receive tracking directly from the manufacturer or carrier.
- A label may appear before the carrier records its first scan.
Need help? If tracking is missing or has not updated after the carrier has the package, send us your order number. Contact Top Shelf Aquatics.
Livestock
Livestock, DOA claims, and Reef Guard
How do I submit a dead-on-arrival livestock claim?
- Receive and inspect the livestock promptly.
- Contact Top Shelf Aquatics within two hours of FedEx's posted delivery time.
- Include the order number and identify each affected item.
- Attach clear photos of the livestock in the original shipping bag and outside the bag when requested.
- Keep the livestock and packaging until the claim is reviewed.
Need help? Send the claim immediately; waiting for a later update can put standard coverage outside its two-hour window. Contact Top Shelf Aquatics.
Review the Alive Arrival Guarantee for the complete current terms.
What photos are required for a DOA claim?
Provide clear, well-lit photos that show:
- The affected livestock in its original sealed or opened shipping bag
- The livestock outside the bag when requested
- The label or packing condition if it helps explain the issue
Make sure the animal and the reported condition are visible. Do not discard the livestock or packaging until our team has reviewed the claim.
What does Reef Guard cover on a livestock order?
For eligible livestock orders, Reef Guard adds:
- A five-day coral guarantee
- A three-day fish guarantee
- Re-shipping coverage for an approved eligible claim
- Coverage for weather delays, FedEx delays, lost packages, and FedEx damage
- Priority support and resolution
Reef Guard must be added at checkout and remains subject to its terms and exclusions.
See Reef Guard details for the complete current terms.
How long does Reef Guard protect corals and fish?
Reef Guard extends the livestock guarantee to five days for eligible corals and three days for eligible fish. Standard orders use the Alive Arrival Guarantee and its two-hour DOA reporting window.
Report a problem as soon as it appears. Include the order number, photos, water parameters, and a brief description of the animal's condition so the team can review it quickly.
Are Top Shelf Aquatics fish fully quarantined?
No. Incoming fish receive medicated dips and are kept in copper, but they do not go through a complete formal quarantine process.
We recommend that customers use their own quarantine and observation protocol before adding a fish to the display aquarium. Prepare the quarantine system before the shipment arrives and choose treatment based on the species and qualified veterinary or product guidance.
Are Top Shelf Aquatics invertebrates quarantined?
No. Invertebrates do not complete a specific formal quarantine process. Their holding systems can also contain small fish and are not treated as sterile or pest-free environments.
Inspect new invertebrates and use an appropriate fishless observation system when you need to minimize disease-transfer risk. Never expose an invertebrate to copper or another medication unless it is explicitly labeled safe for that species.
What do WYSIWYG and cut-to-order mean for corals?
WYSIWYG means “what you see is what you get.” The listing photo shows the exact one-of-a-kind coral that will ship.
Cut-to-order means a frag is cut from the pictured mother colony after purchase. Shape, branching, and exact coloration vary naturally. Unless a listing says otherwise, Top Shelf cut-to-order frags are commonly about ¾–1 inch.
Always review the individual product description for the format, size, and healing or processing time.
Does Top Shelf Aquatics sell freshwater livestock?
No. Our livestock selection is marine-focused: saltwater fish, aquacultured corals, and saltwater invertebrates. The retail store and website also carry equipment, food, additives, and supplies for reef and marine aquariums.
Returns
Returns and damaged supplies
How do I start a return for aquarium supplies?
- Confirm that the item is eligible and within its return window.
- Keep the product unused, unopened, and in original manufacturer packaging.
- Contact us with the order number and item you want to return.
- Wait for return approval and instructions before shipping anything.
Return shipping and restocking fees depend on the item, condition, and whether Reef Guard was purchased.
Need help? Contact our team as soon as possible with your order number and the email used at checkout. Contact Top Shelf Aquatics.
Review the full return policy for the complete current terms.
Which aquarium supplies are eligible for return?
Most eligible supplies can be returned within 45 days of purchase when they are unused, unopened, uninstalled, free of water exposure, and complete in the original sealed manufacturer packaging.
Reef Guard extends eligible supply returns to 90 days, but it does not override product exclusions or condition requirements. All returns require approval.
What fees apply to a standard supply return?
Without Reef Guard, customers are responsible for return shipping and eligible TSAXPRESS returns may incur a 10% restocking fee. Original shipping and delivery charges are non-refundable.
The returned item must still meet all condition and eligibility rules. Opened but unused courtesy returns use a separate 15% open-box restocking fee.
Are Clearance, Blowout, Liquidation, and Open Box items final sale?
Yes. Clearance, Blowout, Liquidation, and Open Box products are sold as-is and are final sale. They are not eligible for a return, exchange, credit, replacement, Top Shelf warranty support, or DOA coverage.
These products may be discontinued, previously opened, or have damaged packaging while remaining functional. Manufacturer warranty availability can vary.
What should I do if a supply order arrives damaged?
Open and inspect every package when it arrives. If a non-freight supply item was damaged in transit:
- Contact us within three business days of delivery.
- Include the order number and clear photos of the product, damage, box, and packing materials.
- Keep all packaging and wait for approval before returning the item.
After approval, our team provides return instructions and arranges an eligible replacement. Aquariums and drop-shipped items follow manufacturer-specific damage procedures.
Need help? Contact our team as soon as possible with your order number and the email used at checkout. Contact Top Shelf Aquatics.
Rewards and pricing
Rewards, pricing, and our store
What happens if a price drops before my order ships?
For an eligible purchase, Top Shelf Aquatics honors a lower price that takes effect before the order ships and refunds the difference to the original payment method.
Final-sale products, livestock, short flash offers, coupon purchases, promotional financing, and other listed exclusions do not qualify.
Review Price Drop Protection for the complete current terms.
Can promotions, coupons, and discounts be combined?
No, not by default. Promotional pricing and coupon codes cannot be stacked or combined unless the offer's terms explicitly allow it.
MAP-priced products and gift cards are excluded unless specifically included. Promotions apply to in-stock items and can change or end without notice.
What happens to rewards points after a cancellation, refund, or return?
If an order is canceled or refunded, the points earned from that purchase are removed. For a partial return, points are adjusted according to the value of the returned items.
The same rule applies to live-sale and promotional purchases. Contact the team if your points balance does not reflect a completed adjustment.
Are gift cards and store credit refundable?
No. Gift cards and store credit are non-refundable and cannot be redeemed for cash except where required by law.
Approved livestock claims may be issued as livestock store credit, and eligible post-shipment price adjustments are issued as Top Shelf Aquatics store credit. Each credit remains subject to its stated use and expiration terms.
Where is the Top Shelf Aquatics retail store?
Our retail store is located at:
Top Shelf Aquatics
7250 Aloma Ave, Suite 102
Winter Park, FL 32792
Call 407-677-REEF (7333) or check the contact page for current store information and directions before making a special trip.
How does local pickup work?
Select local pickup during online checkout when the option appears for your cart. You can also purchase available items directly in the Winter Park store.
Wait for pickup confirmation before traveling to the store. Bring the order number and matching identification. Availability, livestock health checks, transfers, and special-order fulfillment can affect when an order is ready.
Need help? If the order is time-sensitive, contact us before traveling to confirm that it is ready. Contact Top Shelf Aquatics.