Ordering, shipping, arrival and care
Guppy Frequently Asked Questions
Clear answers about choosing live guppies, placing an order, shipping, live-arrival concerns, acclimation, everyday care, breeding and wholesale inquiries.
Quick answer: Prepare a cycled aquarium before ordering, monitor tracking on delivery day, inspect every sealed bag before opening it and use the policy page that matches the issue. Order-specific written terms take precedence over this general FAQ.
Start with the right topic
Find the answer that matches your order stage
Live-fish questions are easier to resolve when ordering, delivery, arrival evidence and aquarium care are kept separate.
01
Before ordering
Tank preparation, product photos, pack types and choosing suitable fish.
02
Orders and payment
Inventory, confirmation, payment, changes, cancellation and refunds.
03
Shipping and arrival
Dispatch, tracking, weather holds, delivery and DOA evidence.
04
Care and breeding
Acclimation, quarantine, feeding, water, breeding and wholesale.
Before ordering
Prepare the aquarium before choosing the fish
What should I prepare before buying guppies?
Use a fully cycled aquarium with stable temperature, appropriate filtration, zero ammonia and nitrite, suitable tankmates and enough space for the number of fish ordered. Prepare a separate quarantine setup and arrange to receive the shipment promptly.
How do I choose males, pairs, trios or fry?
Choose males for a color-focused display, pairs or trios for planned breeding, and fry only when you can provide frequent feeding, grow-out space and long-term placement. The product listing controls the exact pack composition.
Are the product photographs the exact fish I will receive?
Only when the listing explicitly says the photographed fish is the exact individual for sale. Otherwise, photographs are representative and natural variation in color, pattern, fin shape, size and maturity should be expected.
Can I add new guppies directly to my established tank?
Quarantine is strongly recommended. A separate observation period protects the established aquarium and gives new fish a calmer environment for monitoring, feeding and treatment when needed. Review the quarantine guidance.
Orders and payment
Inventory is live and order changes are time-sensitive
Does adding a fish to my cart reserve it?
No. Live inventory can change quickly, and an item should not be treated as reserved until checkout is completed and the order is accepted.
Why did a fish sell out or disappear from the shop?
Fish may sell, mature into another category, be held back from shipment or temporarily fail a health or condition check. A removed listing is not necessarily permanently discontinued.
Can I change or cancel an order?
Contact support immediately. A request is not approved until HiGuppy confirms it in writing, and eligibility depends on whether packing, label creation or dispatch has begun. The Cancellation Policy controls.
When is my payment considered successful?
A checkout attempt is not complete until the payment provider and HiGuppy confirm the order. A pending bank authorization can appear before final acceptance. Review the Payment Policy for payment and refund details.
How are approved refunds sent?
Approved refunds are normally returned through the original payment method when supported. HiGuppy can confirm when a refund instruction is submitted, but the bank or payment provider controls final posting time.
Are discounts or store credits converted to cash?
Discounts, gift balances and store credits are generally restored or adjusted according to the method used on the original order rather than converted to cash.
Shipping and delivery
Safe dispatch matters more than the fastest possible date
Where does HiGuppy ship?
HiGuppy accepts worldwide international live-fish orders through a professional transshipper only. Destination, species, carrier and import requirements can limit availability. Review the International Shipping Policy before ordering.
How long does shipping take?
For U.S.-bound international orders, the current estimate for the applicable route is approximately 2–3 days. This is an estimate, not a guarantee; customs, inspection, quarantine, transshipper handling, weather, carrier operations and domestic delivery can extend the route.
Why can my shipment be delayed or held?
HiGuppy may wait when fish condition, extreme temperature, storms, carrier disruption, holidays or an unsuitable delivery window make dispatch risky. A short hold can be safer than sending live fish into predictable danger.
Will I receive tracking?
Tracking is normally issued during fulfillment. A label-created notice may appear before the carrier performs the first physical movement scan.
What should I do on delivery day?
Monitor tracking, arrange prompt receipt, bring the package indoors immediately and inspect all sealed bags before opening them. Do not leave live fish exposed to outdoor temperatures.
What happens if the address is incorrect or delivery is missed?
Contact the carrier and HiGuppy promptly. Incorrect information, refusal, missed delivery, delayed retrieval or unauthorized rerouting can affect live-arrival eligibility.
Live arrival and claims
Preserve the sealed-bag evidence before taking action
What should I do if a fish appears deceased on arrival?
Keep the affected bag sealed and document the fish, full bag, shipping label, box and packing immediately. Submit the order number and evidence through the DOA Claim Process within 2 hours of the transshipper inspection time. Domestic-leg claims follow the transshipper’s policy.
Should I open the bag before taking photos or video?
No. Required arrival evidence should be captured while the affected fish remains in the original sealed bag. Opening, transferring or discarding the bag first can make the arrival condition difficult to verify.
Does submitting a claim guarantee a refund?
No. Documentation allows the issue to be reviewed. For an approved international-leg DOA claim, a refund covers fish price only and partial refund is calculated per affected fish. Replacement fish are provided at no fish-price charge while the buyer pays new international shipping and transshipper fees.
What if the fish is alive but stressed or behaving unusually?
Follow the acclimation guide, keep lighting and activity low, and contact support with clear media, tank details and current water readings. A living-fish concern follows health support rather than the sealed-bag DOA route.
Does live-arrival coverage include health problems days later?
Live-arrival coverage and post-arrival health support are different. Later concerns require aquarium history, water readings, feeding information and fish media. Review the Fish Health Guarantee & Support.
Can I mail a live fish back?
Do not independently return a live animal by mail. Contact support first and follow written instructions. Unapproved live-animal shipments can create welfare, disease-prevention, routing and regulatory risks. See the Return & Refund Policy.
Acclimation and care
Stable water and a calm first day matter most
How should I acclimate shipped guppies?
Inspect the sealed bags first, match temperature without unnecessarily extending exposure to opened shipping water, transfer the fish without pouring shipping water into the aquarium, then observe them in quarantine. Follow the complete Acclimation Guide.
Should I quarantine new guppies?
Yes. Quarantine reduces the risk of introducing an unseen problem into an established tank and makes observation, feeding and treatment easier.
When should I feed after arrival?
Keep the first period calm. Offer a small amount only after the fish are settled and behaving normally. Avoid heavy feeding, especially in a new or unstable aquarium.
What water parameters do guppies need?
Prioritize stability, zero ammonia and nitrite, controlled nitrate, suitable temperature and mineral conditions compatible with the stock and source water. Avoid chasing one universal number with sudden chemical changes.
What tank size should I use?
Tank size depends on the number, sex ratio, breeding plan, filtration and maintenance routine. More water volume generally provides greater stability. Use the Complete Guppy Care Guide when planning the setup.
Can guppies live with other fish?
Choose peaceful tankmates with compatible water, temperature and feeding needs. Avoid known fin nippers, aggressive species and combinations that create overcrowding or food competition.
Breeding and wholesale
Breeding outcomes and bulk availability cannot be guaranteed
Will a pair or trio definitely produce fry?
No. Fertility, maturity, stress, health, environment, sex ratio and husbandry all affect breeding. A pair or trio describes the pack composition, not a guaranteed breeding result.
Can you guarantee a female is pregnant?
Unless an individual listing explicitly states otherwise, reproductive status should not be treated as guaranteed. Appearance can change during shipping and settling, and females can store sperm from earlier matings.
What do guppy fry need?
Fry need stable clean water, appropriately sized food offered in small frequent portions, safe filtration, grow-out space and a realistic plan for separating or placing the juveniles as they mature.
Does HiGuppy offer wholesale or bulk orders?
Availability depends on stock, destination, quantity, lead time, safe shipping conditions and written terms. Submit a wholesale inquiry with the requested strains, quantities and preferred delivery window.
Policy and care library
Use the detailed page when the answer affects an order
The FAQ is a starting point. The applicable policy, product listing and order-specific written terms control when details differ.
Shipping Policy
Processing, dispatch, tracking, weather holds and delivery responsibilities.
Live Arrival Policy
Coverage scope, buyer duties, evidence and possible resolutions.
Return & Refund Policy
Live-fish restrictions, authorized returns, credits, replacements and refunds.
Guppy Care Guide
Tank setup, water, feeding, tankmates, quarantine and everyday care.
Still need an order-specific answer?
Send your order number, destination, clear photographs or video when relevant, and a short description. Support can identify the correct policy and next step.
Last reviewed: July 17, 2026. Product listings, checkout terms, order-specific written instructions and mandatory consumer rights take precedence when they differ from this general FAQ.
