Frequently Asked Questions
Fish Care
What do I need to do to introduce my new fish?
Acclimating fish properly is crucial for their long-term health and survival. Remember to be patient and observant, as each fish may require slightly different acclimation methods. Please see the ACCLIMATION GUIDE on the Resources page of our website. In this guide, we will provide you with step-by step instructions to help you acclimate your fish successfully. Enjoy your new aquatic companions and happy fish-keeping!
What foods should be fed to my fish?
Most small (carnivorous) fish eat frozen Mysis Shrimp and occasionally, live Brine Shrimp. Larger fish should be fed krill or pieces of fresh raw shrimp. Carnivorous fish can eat any kind of raw fresh seafood. Herbivorous fish should be fed a diet of Macro Algaes, and dried sheet Algae. There are many types and varieties of these foods, flakes, pellets, wafers, etc.
How much & how often do I feed my fish?
For most fish, you can feed them once or twice a day only as much as they can eat in a few minutes. It is common to feed flake / pellet food in the morning and frozen or live food in the evening. Just remember to only feed as much as they can eat in a few minutes, and to discard any uneaten food. It can take up to 24 hrs for most fish to digest their food, so daily feeding is sufficient.
Can I overfeed my fish?
Yes, overfeeding is a very common mistake with new fish owners. You should only feed as much as they can eat in a few minutes, and to discard any uneaten food. Overfeeding can create abnormal water parameters that are toxic to fish. It is better to underfeed than overfeed. OVERFEEDING = AMMONIA = SLOW DEATH
When is the best time to feed my fish?
In the wild, most fish feed in the morning and evening, although they can be fed at any time of day, morning & evening feedings are best.
Can I skip a day of feeding? What if I go on vacation?
Yes, fish are capable of going without a daily meal. Healthy, adult fish can go longer than young fish that do not have the fat reserves that adult fish do. Almost any healthy fish can go several days without being fed. Take that vacation!
Should I leave my fish tank light on while away on vacation?
If the light is not on a timer, leave it off. Leaving the light on 24/7 can create unwanted algae growth.
How often should I clean my fish tank?
There are multiple variable that dictate cleaning frequencies. The number of fish & the size of the system as well as how much/often you feed will help to determine how often to clean your tank. As a rule of thumb, every 2-4 weeks you should siphon the gravel to remove uneaten food & other organic debris. This siphoning results in a partial water change.
Should I remove the fish when cleaning the aquarium?
Removing the fish creates more stress for the fish, so it is best to keep them in the tank.
Can I use salt in my aquarium or pond?
YES, but not just any salt, Aquarium Salt or Pond Salt is an incredible preventative for all aquatic life. It replaces the slime coat naturally on fish, it promotes healthy gill function, adds electrolytes, and salinity is good for ALL crustaceans, and if you are the owner of a pond turtle, it will help prevent skin infections and kill bad bacteria. Salt can help curb certain algae, and of course it kills bad bacteria in your water. It’s an all-around good elixir for most any issue. Adding salt to your aquarium or pond is the equivalent of offering Gatorade for your fish.
How important is washing my hands?
Washing your hands is of utmost importance when dealing with your fish aquarium. It is a crucial practice that helps maintain a healthy and safe environment for both you and your aquatic pets. Here's why handwashing is essential:
1. Disease prevention: Washing your hands helps prevent the spread of harmful bacteria, viruses, and parasites that may be present in your aquarium. These pathogens can cause diseases that can affect the well-being of your fish and other aquatic inhabitants.
2. Chemical contamination prevention: Many aquarium products, such as fish food, water conditioners, and medications, contain chemicals that can be harmful if ingested or absorbed by the skin. Washing your hands after handling these substances minimizes the risk of accidental ingestion or transfer to other surfaces.
3. Maintaining water quality: Your hands can introduce oils, lotions, and other residues into the aquarium water, which can negatively impact water quality. These substances may disrupt the delicate balance of the aquarium ecosystem and harm the health of your fish.
To ensure effective hand hygiene, follow these guidelines:
1. Use soap and warm water: Thoroughly wash your hands with soap and warm water for at least 20 seconds. Pay attention to all areas, including the palms, backs of hands, between fingers, and under fingernails.
2. Rinse well: Rinse off all soap residue to avoid any potential contamination to the aquarium.
3. Dry with a clean towel: Use a clean towel or air dry your hands after washing. Avoid using towels that may have been in contact with cleaning chemicals or other contaminants.
4. Avoid using hand sanitizers: While hand sanitizers are effective against many germs, they may contain chemicals that could be harmful to aquatic life. It is best to rely on thorough handwashing as the primary method of maintaining cleanliness when dealing with your fish aquarium.
Ordering
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover & PayPal. All transactions occur through our secure server.
I have placed an order and would like to add / modify it. How do I do that?
You must contact us by email and let us know what is to be changed. ADD ONS: You may add on to your current order after it is placed, simple email Sales@StillwaterAquaria.com. Please include your order name, order number & the best phone number &/or email address to reach you. Advance notice is required for any cancels, additions or changes.
What happens when the fish I ordered are all of a sudden “unavailable?”
At StillwaterAquaria.com, we take the health and well-being of our fish stock seriously. We understand that not all species are available at all times, as we prioritize the welfare of our aquatic friends. If a portion of your order is unavailable, our goal is to work closely with our customers to discuss substitutions for species or size, if what originally requested is unavailable.Feel free to discuss alternatives with our fish experts, email us: Sales@StillwaterAquaria.com. We will ship your order if 50% of the value of the shipment is available. SWA will make a judgment call on whether to ship the order or not, if we do not hear from you before 3pm on the day of shipment.
When items are back in stock, can I have the sale price?
Unfortunately, we are unable to offer the sale price on items that are back in stock. The sale price is only applicable during the specified sale period. Prices change regularly and we cannot guarantee that the price will be the same when it is back in stock. Sizes change and prices may be lower or higher. We constantly update our inventory, so please keep an eye out for any future sales or promotions on similar items. Follow us on Facebook!
Do you match prices of other online vendors?
Not at this time. Our prices are competitive and we are often running specials and promotions that in comparison, come out to a lower cost overall.
Are there any discounts offered for large orders that aren’t visible on the website?
Please contact our customer support for more info. Email us: Sales@StillwaterAquaria.com
Can I make special requests for sizes, colors, shapes?
Unfortunately we are unable to accommodate size, color, or shape requests. If you are wanting something larger/smaller please purchase accordingly.
How can I be sure that the item I order is going to look exactly like the photo shown for reference?
Ensuring that the item you order closely resembles the photo provided is our utmost priority. We take great care to accurately represent our products through high-quality images. However, it's important to note that there might be slight variations due to factors such as lighting, screen resolution, or individual product characteristics. To enhance your confidence in receiving an item that matches the photo, we recommend considering the following: Read the product description: Pay attention to any specific details mentioned in the description that may affect the appearance of the item. You may also contact customer support: If you have any concerns or questions regarding the appearance of a specific item, our friendly customer support team is always ready to assist you. They can provide additional information and clarify any uncertainties you may have.
Shipping
Is there an option for local customers pick out & pick up orders to save on shipping?
Not at this time. All sales are online and all packages are shipped.
Do you ship to Hawaii, Canada or Puerto Rico?
No, at this time we ship only within the continental USA only. No Hawaii, Alaska or Puerto Rico.
What carrier options are there?
At this time, all orders are shipped by via USPS, FedEx, & UPS.
Do I have to sign for it?
We ship with no signature requirement. Carrier will leave your package at the most visible door to them. If you have special instructions, please leave a note on the most visible door. We can’t guarantee that all requests can be accommodated, so please check the tracking on your delivery date.
How can I be sure my package has been shipped?
You will receive a tracking email and text notification the evening that the order is shipped.
What day’s do you ship/deliver on?
To ensure the timely arrival and optimal condition of your live fish, we have specific shipping schedules:
- ORDER PROCESSING: Orders are typically processed within 7 business days after payment confirmation.
- SHIPPING DAYS: We ship live fish on Monday & Tuesday only to avoid potential delays over weekends. This minimizes the time the fish spend in transit, reducing stress and increasing the likelihood of their safe arrival.
I won’t be home when my package is delivered. Is it okay for it to sit outside until I get home?
We suggest that you be home, have someone home, or ship the package to someone who can bring it inside. 3-Day Live Guarantee begins on the day livestock is shipped. The sooner the aquatic life is acclimated, the better. We take utmost care in packaging and conditioning your live fish for shipping. Here's what you can expect:
1. INSULATED PACKAGING: Live fish are packed in specially designed insulated boxes to maintain a stable temperature during transit and protect them from extreme weather conditions.
2. AQUARIUM WATER & OXYGEN: Each fish is carefully placed in a sealed bag filled with aquarium water and a sufficient amount of pure oxygen to ensure their well-being.
3. HEAT OR COLD PACKS: Depending on the weather conditions and the fish species, we may include heat packs or cold packs to regulate the temperature inside the packaging.
What is the best method of contact when I have a problem with ordering, shipping, tracking, or receiving?
The fastest way to reach us is by emailing Sales@StillwaterAquaria.com
Guarantee
My aquatic life item(S) are DOA. Will you reship them to me for free?
We do not ship free replacements. You would have to finish the guarantee process and then reorder. Please DO NOT discard the deceased item without authorization. Doing so will void all guarantees. For Dead On Arrival (DOA) a digital photograph along with order name & number must be submitted for any covered livestock loss, & emailed to Sales@StillwaterAquaria.com.
An email is the first step to claiming credit. Please see our 72 HR (3 day) LIVE FISH GUARANTEE for full details. If you happen to come across some casualties or suspect that there might be some lifeless plants in your package, there's no need to panic. Feel free to proceed and plant them anyway as most aquatic plants are remarkably resilient. In the case of bent or broken stems, a simple cut with sharp scissors should do the trick. If you opted for our Next Day Air service, it's highly unlikely that you will experience any losses. While it is common to have a few deceased fish or shrimp, an entire bag of them is certainly not the norm. Please keep track of any Dead On Arrival (DOA) instances, and rest assured, we will promptly address any issues. If, upon opening your order, you notice any problems or casualties, please don't worry. We are here to assist you and provide excellent service. As you may already know, we treat all our customers with great generosity, making you feel like a member of our own family. We assure you, we will take care of you!
I don’t plan to order any time soon. Can you refund the store credit I have?
No. Store credit is not transferable. It remains valid for 6 months.
My promotional freebie item died. Is it covered by the guarantee?
No, Free items are not covered by the guarantee.
Do you have a Facebook page?
Yes. We have a Facebook page where we share advice, info, and often share information, promos, & have fun contests. Follow us, we love to see other’s fish set-ups!
What hours are you available for customer support by phone or email?
Our customer service agents are available Monday-Friday from 8:00A.M.-5:00P.M. EST. CST. The fastest way to reach us is by emailing Sales@StillwaterAquaria.com
I’ve never ordered online. How do I know my information is safe?
At StillwaterAquaria.com, we understand the importance of protecting your privacy and we are committed to safeguarding your personal information. We have a top rated secure server, we use the highest levels of encryption, and credit card information is not shared or visible even to us. Our Privacy Policy outlines how we collect, use, and disclose your information when you visit our online store. By using StillwaterAquaria.com, you agree to the terms outlined in this Privacy Policy. If you have any questions or concerns, please contact our customer support team.
How do I know which fish are compatible?
Please review our compatibility chart. If the answer you are looking for is not there or if expert advice is needed, please email us M-F between 9am and 4:00pm CST, we will have our fish expert call to discuss the fish in question.
Are StillwaterAquaria.com’s fish healthy?
At StillwaterAquaria.com, we take the health and well-being of our fish stock seriously. We understand that not all species are available at all times, as we prioritize the welfare of our aquatic friends. Before making any fish available for purchase, we conduct thorough health verifications to ensure their well-being. This process ensures that you receive healthy & vibrant fish for your aquarium. We believe in responsible & ethical practices when it comes to our fish stock, providing you with the best selection while prioritizing the health & happiness of our livestock. Check out our Quarantine Guide on the Resources page of website.
Who is StillwaterAquaria.com?
At StillwaterAquaria.com, we take the health and well-being of our fish stock seriously. We understand that not all species are available at all times, as we prioritize the welfare of our aquatic friends. Before making any fish available for purchase, we conduct thorough health verifications to ensure their well-being. This process ensures that you receive healthy & vibrant fish for your aquarium. We believe in responsible & ethical practices when it comes to our fish stock, providing you with the best selection while prioritizing the health & happiness of our livestock. Check out our Quarantine Guide on the Resources page of website.
Who is StillwaterAquaria.com?
Our company, being a family-owned and operated business, finds it crucial to emphasize that we are run by genuine human beings who genuinely care about their work. Our utmost priority is your satisfaction with your purchase! Every single order is meticulously packed with tender loving care because our company has absolutely nothing to gain from sending you anything less. We are passionate about providing our customers with a wide selection of beautiful and healthy aquatic life for their aquariums. With three farm locations in Valley View, TX, Flower Mound, TX, and Guanacaste, Costa Rica, we have the unique advantage of offering a diverse range of fish species from both local and multiple international sources. Check out our About Us page to see photos of our fish farms.
Why should I buy from StillwaterAquaria.com?
StillwaterAquaria.com is your premier online destination for premium freshwater and saltwater fish. We are passionate about providing our customers with a wide selection of beautiful and healthy aquatic life for their aquariums. With three farm locations in Valley View, TX, Flower Mound, TX, and Santa Cruz, Costa Rica, we have the unique advantage of offering a diverse range of fish species from both local and multiple international sources.
At StillwaterAquaria.com, we go beyond traditional fish farming by importing unique, fun, and interesting fish and aquatic life for both saltwater and freshwater aquariums. Our team of dedicated experts has over 100 years of combined experience in the industry, ensuring that you receive the highest quality fish and unparalleled customer service.
We understand that choosing the right fish for your aquarium can be a daunting task. That's why our knowledgeable fish experts are here to assist you. Whether you have questions about compatibility, tank setup, or need advice on maintaining a thriving aquatic environment, we are here to help. Consult with our fish experts today and let us guide you in creating the perfect underwater paradise.
StillwaterAquaria.com is committed to providing you with exceptional fish, reliable delivery, and a seamless online shopping experience. We take pride in our commitment to the well-being of our fish and strive to exceed your expectations at every step. Thank you for choosing StillwaterAquaria.com
Lowest Pricing On U.S. Grown, Farm-Raised Stock of Tropical Fish & Plants! No one can beat our prices! We’ve seen the competition. There is simply no comparison. Our company is simply more generous with portions of plants, and we most importantly: We know where our livestock comes from!
Quality! We sell above standard, high-end, nursery grade quality products packed by us! Not by an outside 3rd party. Our staff knows exactly what we sell and pack into every order we ship to you! Many of our competitors don’t even have an idea of what they’re selling because they are just a middleman. Not us!
Selection! Our family’s company is one of the leading pioneers in the aquatic industry and will remain so. Specializing in many plants and animals that no one else can offer. Look at our massive selection and buy rare items that are not available anywhere else!
Knowledgeable Staff that doesn’t read from a script. Our staff members are Educated, Knowledgeable, and Compassionate! We are a family business, and will treat you as the same! When you call, you get real people, with real names, living right here in the US. We offer confident, rock-solid solutions for many aquatic issues, specializing in algae control, pond building & tank design!