Shipping policy

 

Shipping Policy

Last updated: 12/03/2025

Thank you for shopping with FrancoisNeo.com / AquariumPartners Inc. My goal is to get your reefing gear, Clean-Up Crew, and livestock to you quickly and safely, with shipping options that make sense for real reef keepers.

Please review the details below before placing your order.

1. Processing Time

Dry goods (test kits, food, equipment, etc.)

  • Orders are typically processed within 1–3 business days (excluding weekends and holidays).

  • You will receive a shipping confirmation with tracking information once your order ships.

Live Stock & Clean-Up Crew (CUC)

  • Live animals are packed with extra care and temperature control.

  • Livestock orders usually ship on specific days of the week to avoid weekend delays (for example Monday–Wednesday/Thursday, depending on carrier schedules and your location).

  • If there is a weather issue or carrier disruption, I may slightly delay shipment to protect the animals. You’ll be notified if that happens.

2. Shipping Zones

Currently, I ship to:

  • United States (contiguous 48 states) for dry goods and livestock

  • Alaska, Hawaii, and international destinations: dry goods only (no livestock or CUC at this time)

Additional restrictions may apply based on local regulations.

3. Dry Goods Shipping (Non-Livestock Orders)

Dry goods include: ELOS and ASF products, test kits, food, additives, tools, and other non-living products.

Within the United States (contiguous 48 states):

  • Standard Ground Shipping

    • Shipping rates on dry-goods-only orders under $89 are calculated at checkout based on your location and order size.

    • Carrier options may include USPS, UPS, or FedEx Ground.

  • Free Shipping on Dry Goods – Orders $89+

    • Dry-goods-only orders with a merchandise subtotal of $89 USD or more (before tax and discounts) qualify for Free Standard Ground Shipping.

    • This free shipping offer applies only when your order contains no livestock or Clean-Up Crew items.

If your cart contains only dry goods and reaches $89+, you get free standard shipping.

4. Livestock & Clean-Up Crew (CUC) Shipping

Livestock & CUC includes: snails, hermit crabs, crabs, starfish, urchins, and any other live animals listed in the Clean-Up Crew or livestock sections.

Because these are live animals, Express Overnight service is required to protect their health.

Within the United States (contiguous 48 states):

  • Flat Rate Overnight Shipping – $39

    • For any order that includes livestock or Clean-Up Crew with a subtotal under $250, shipping is:

    • $39 USD flat rate – Overnight Live Animal Shipping

    • This typically uses UPS Next Day Air or FedEx Priority Overnight, depending on your location.

  • Free Overnight Shipping – Livestock & CUC Orders $250+

    • If your livestock/CUC subtotal is $250 USD or more (before tax and discounts), you qualify for:

    • Free Overnight Shipping on that order.

 For animal safety, ground and economy services are not available for livestock or Clean-Up Crew.

5. Mixed Orders: Dry Goods + Livestock / CUC

If your order contains both dry goods and live animals:

  • The order will ship using the Livestock & CUC shipping method (Overnight), so the animals are prioritized and protected.

  • In this case, the free shipping threshold of $89 for dry goods does not apply.

  • Your shipping charge will follow the livestock structure:

    • $39 Overnight if the livestock/CUC portion of your order is under $250

    • Free Overnight if the livestock/CUC portion is $250+

Dry goods may ship in the same box as the livestock when appropriate, or in a separate package, at my discretion, but you will not be charged a separate dry-goods shipping fee on top of the livestock rate.

6. International Shipping

  • I currently ship dry goods to select international destinations.

  • Livestock and Clean-Up Crew are not shipped internationally at this time.

  • International shipping rates are calculated at checkout and depend on your location, weight, and carrier options.

  • Delivery times vary by region.

Please note:

  • International orders may be subject to import duties, taxes, and customs fees, which are the responsibility of the buyer.

  • FrancoisNeo.com / AquariumPartners Inc. is not responsible for these charges or for any delays caused by customs.

7. Tracking Your Order

Once your order has shipped, you’ll receive an email with a tracking number.

  • Please allow 24–48 hours for tracking information to update after you receive the email.

  • If you have not received tracking information within 3 business days for a dry-goods order, or if you are unsure about the status of a livestock shipment, please contact me.

8. Live Arrival, Lost, Damaged, or Stolen Packages

Dry Goods

  • If your package arrives damaged, please contact me within 48 hours of delivery with clear photos of the product and packaging so we can find the best solution together.

Livestock & Clean-Up Crew

  • All Clean-Up Crew and livestock are packed with care and temperature control.

  • If you experience any issues upon delivery, please follow the instructions on the “Receiving & Introducing Your Clean-Up Crew” page and contact me as soon as possible, ideally within a few hours of delivery, with clear photos of the animals and packaging.

Lost or Stolen Packages (after carrier delivery scan)

  • Once a package is marked as delivered by the carrier, FrancoisNeo.com / AquariumPartners Inc. is not responsible for loss or theft.

  • If your order is shown as delivered, but you cannot locate it, please:

    • Check with neighbors or building management

    • Verify the shipping address you provided

    • Contact the carrier directly with your tracking number

9. Questions? I'm Here to Help

If you have any questions about shipping options, combining dry goods with livestock, or planning a safe delivery date:

📩 Email: francois@francoisneo.com
📌 Subject suggestion: “Shipping Question – [Order # or Topic]”

From reefers, for reefers —
Francois Neo – Your AquariumPartner