Retailer Information Center

All the essential resources for our Retailers, conveniently located in one spot!

Create Your Account

We welcome new Dealers/Retailers and have an easy new account approval process. To apply, please complete the form below. Our sales team will verify your information and you will receive an email once your account is approved with further information on how to set-up your new account and begin ordering. If further information is required, we will reach out via email or phone.

Business Requirements:

1. Must be focused on the pet/aquarium trade business
2. Must be an active Brick and Mortar Retail Store or Online Retail Business

 

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Live Arrival Guarantee

As part of our preparation for shipping, we perform a quarantine that allows us to ensure your stock will ship healthy and ready to deal with shipping stress.  We ship thousands of fish every week and are proud of our historical success rate. On rare occasion, however, you may experience a shipping-related issue, and this is where our Live Arrival Guarantee has you covered.

Every order we ship comes with our 100% Live Arrival Guarantee. This means that if your order arrives with any perished fish we will apply a credit for the exact cost of the fish to your next invoice or offer a refund. Credits must be used within 90 days after shipment date.

Conditions to Qualify for our Guarantee

• All claims must be brought to our attention within 24 hours of the shipment being delivered. (See "Submitting Your Claim" Instructions below.)
• A clear photograph of the damaged, sick, or perished fish is required.
• Claims are void if the customer has missed the first delivery attempt. We cannot accept responsibility for any losses if the package is delayed a day or more because first delivery was missed. We provide tracking numbers in our shipment email notifications so that you can accurately anticipate delivery date and avoid a missed delivery attempt.
• It is the responsibility of the customer to provide us with the correct shipping information. We can not be held responsible for deliveries made to the address that was provided to us if that address was incorrect. 
• The shipment must be sent to the correct delivery address, and not forwarded to another address unless still delivered the same day. Forwarding of packages results in an extra day or more in transit.  

Submitting Your Claim

Please follow the instructions below to submit your claim.

1. Email info@tricountytropicals.com with your order number in the subject line.
2. In the body of the email:
• Note what the issue is. Examples include: DOA (Dead on Arrival), unhealthy fish, damaged fish, missing fish.
• Indicate how many DOAs, unhealthy/damaged or missing fish you have from the pack in the email. 
3. Please attach the following photos to the email:
• For DOAs:
• One photograph of the unopened bag that contains the perished fish with the bag lying on its side.
• A second photograph of the perished fish on top of the styrofoam box top for easy counting purposes. 
• For unhealthy or damaged fish:
• A photograph of the fish in a specimen container or tank is sufficient so we can clearly see the issue.
• For missing fish:
• Indicate which fish were missing along with a clear photograph of the packing slip and the fish you did receive in the pack.

Claim Processing

• Please allow our customer service team time to assess your email claim and they will get back with you as soon as possible. (Note: Limited customer service hours on weekends.)
• We will offer you a refund for the exact cost of the item or store credit.
• Refunds for the cost of the item are issued back on the method of payment used for the order. We are not able to issue refunds to a different payment method.
• Store credits are issued to your store account and may be applied in part or full on future orders.
• Shipping charges are non refundable.  

Return Policy

• We do not accept returns. 

Please reach out to info@tricountytropicals.com if there are any other issues with your purchase. 

 

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Shipping and Payment Terms 

Delivery Options 

• Airport-to-Airport: Located close to JFK International Airport, we ship to all airports in the Continental United States. Minimum order for Airport-to-Airport orders is $400. We book flights with the least amount of stops to ensure a healthy shipment. When picking up from the airport, please have with you a valid form of identification, the AWB# that we provided (Airway Bill Number can always be found in the upper right hand corner of your invoice) and a method of payment. Tri-County Tropicals is not responsible for airline delays, mishandled shipments or cargo abuse by any carrier.

• FedEx Overnight Shipping: We will pack your order for shipment via FedEx Overnight Shipping to any area within the Continental United States. We will ship using your FedEx Account Number that you provide when placing your order.  Minimum order for FedEx Overnight Shipping is $250. Signatures are not required for Delivery but we highly encourage our customers to be present to receive the package upon delivery if at all possible for the safety of our fish.

• Local Delivery: We provide delivery service to retail facilities located in the Five Burroughs of NYC and Long Island for a $15 charge.  Minimum order for Local Delivery is $250. Signatures are not required for Local Delivery but we highly encourage our customers to be present to receive the package upon delivery if at all possible for the safety of our fish.

• Hold for Pick-Up: At no additional cost, we will gladly pack and hold orders for pick-up at a pre-scheduled date/time at our location in Richmond Hill, NY. There is no minimum order size for any Hold for Pick-Up orders.

Handling Time

• Current handling time is 1-9 business days. The only exception would be if temperatures are too extreme to safely ship the fish Airport-to-Airport or deliver via Local Delivery in which case we will alert you of the delay and update you on the rescheduled ship/delivery date. 

Shipping Schedule

  

In the event of any problems with your shipment, please contact us via email at info@tricountytropicals.com or by phone at 718.849.5500. We will be happy to help!

All orders come with our 100% Live Arrival Guarantee. Learn more about our Live Arrival Guarantee HERE.

 

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Terms and Conditions

• Tri-County Tropicals services Pet Retailers, Industry Professionals, Public Institutions and Educational Institutions. Tri-County Tropicals does not provide fish for the general public.

• We ship/deliver weekly on Monday through Thursday. 

• Minimum order size:
• Airport-to-Airport: $400
• FedEx Overnight: $250
• Local Delivery: $250
• Hold for Pick-Up: No minimum order size

• All prices are U.S. dollars, F.O.B. Richmond Hill, NY.

• Due to the frequent fluctuation in fuel and security surcharges associated with the collection and shipping of Tropical Fish, our prices are subject to change without notice.

• Orders are filled to the best of our ability. We cannot anticipate precisely what items will be available for sale until just prior to screening and shipping. To better fill your order, we will substitute (up or down one size only) if the size you specified is not available. If you prefer not to accept size substitutions for any particular item or shipment, please notify your sales rep.

• All orders are packed to endure 48 hours of transit time (under non-extreme conditions).

• Orders are shipped Pre-paid Credit Card. Visa, Master Card, AMEX and Discover are accepted as well as PayPal and Venmo.

• Pre-payment with company check or wire transfer can be arranged (please allow enough time for your check to clear your bank before the shipment is sent).

• For Airport Pick-Ups:
• All shipments are made in good faith via the best possible carrier and routing.
• Should any carrier mishandling or delay occur, consignees must pick up shipments regardless of the circumstances.
• Refusal of a shipment for any reason voids any and all claims by both the consignee and the shipper or the carrier.
• Shipments must be picked up within 3 hours of arrival or when made available by the carrier.
• Tri-County Tropicals cannot guarantee delivery time or be responsible for inconveniences caused by carrier delay or mishandling.
• If transit time is greater than 48 hours (after the originally scheduled flight departure), or if boxes arrive damaged, the shipment must be inspected upon acceptance and any problems, damages or losses should be noted and acknowledged by an airline representative and the consignee must obtain a claim form at the time of pick-up. The inspection report, claim form, DOA list and a copy of the paid air-bill must be emailed to Tri-County Tropicals within 48 hours. Failure to follow any of the procedures above may void any claims to be paid by the carrier or Tri-County Tropicals. If the above procedures are followed, Tri-County Tropicals will issue 50% of the claim on the next invoice, and the balance will be issued if and when the claim is paid in full by the airline.
• Live arrival is only guaranteed on direct flights (non-transfer flights) and only for losses above 3%.
• Shipments are sent freight collect unless advanced arrangements are made and approved by Tri-County Tropicals.
• For shipments where the freight is pre-paid by Tri-County Tropicals, customer will be invoiced upon Tri-County Tropicals receiving a bill from the carrier.
• Any invoices that result from Tri-County Tropicals pre-paying the freight are due immediately and will be charged to the credit card on file.

 

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Frequently Asked Questions  

Is Tri-County Tropicals a transhipper or a wholesaler?

Tri-County Tropicals is a national wholesaler. We stock all our fish in our NY Facility and ship orders anywhere within the U.S.

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When did Tri-County Tropicals start trading?

We began trading 25+ years ago in Richmond Hill, NY and strategically located our facility a short distance from JFK International Airport.

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Do you sell directly to the public?

We supply wholesale aquarium fish to bricks-and-mortar and online pet and aquarium retailers in the U.S. As a wholesaler, we do not sell direct to the public.

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How do I become a Tri-County Tropicals Retailer?

We welcome new Dealers/Retailers and have an easy new account approval process. To apply, please fill in the form on our Create Your Account Section on this page. Our sales team will verify your information and you will receive an email once your account is approved with further information on how to set-up your new account and begin ordering. If further information is required, we will reach out via email or phone.

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Where do your fish come from?

Our aquarium fish are sourced from all over the world through a list of qualified vendors that we maintain.

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I have been purchasing my inventory from a local transhipper. Can you do any better?

Yes we can. With transhippers, it can be challenging for retailers to understand the actual costs when they're hidden in "additional fees" and elevated freight charges. Most of our pricing is below transhipper pricing. Our Live Arrival Guarantee covers DOAs and we can sell you the specific quantity of fish you need rather than by the box. We often carry fish that cannot be offered by transhippers or the national chains. By becoming a Tri-County Tropicals Retail Customer, you minimize unhealthy stock, unwanted sizes and other unforeseen costs, which gives you a competitive advantage.

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Will my fish look like the fish displayed on your site?

There are several factors that contribute to the coloring of a fish. Our photos display mature, dominant males to show size and coloring potential. Development of color, intensity and patterns is not guaranteed. However, be assured that we always try to pick the most beautiful and colorful fish that fit the order requirements. 

Please keep in mind that once your fish arrives, the stress from shipping can affect the color and appetite. Please give your fish a few days (or occasionally longer) to acclimate to their new environment and tank mates. 

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How do you measure and sex your fish?

The juveniles that we offer are still too young to be sexed, and you will have to wait for them to grow out to sex them properly. Our guaranteed males and females are typically mature enough and large enough to vent, although they are still not sexually mature. If you believe you have received the wrong gender of fish, please see the Guarantees we offer on the Retailer Information page.

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Can I make changes to my order?

As long as it is within 24 hours of order placement, we may be able to make changes to your order. This includes, but is not limited to adding or removing items, substituting items, canceling orders, holding orders for a later shipping date, etc. We recommend calling us rather than contacting us via email to make any changes to your order.

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What is your cancellation policy?

We will accept an order cancellation that is within 24 hours of order placement. We recommend calling us rather than contacting us via email to cancel your order to ensure it is processed in a timely manner.

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When will you be restocking?

We restock our inventory on a weekly basis. On occasion, some species may be temporarily out-of-stock and will be indicated as such on our site. However, receiving restock shipments weekly allows us to avoid extended periods of out-of-stock species.

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Once I place my order, what is the process?

When you place an order you will receive an Order Confirmation email which includes your order number and an overview of your order. From there, we pull your order and put your fish in quarantine tanks. They will be quarantined for at least 24-48 hours. During this period, the fish are not fed the final 12 hours of quarantine to help clean out their digestive system and limit their ability to soil the water. This lessens the chance of stressing the fish in transit due to poor water quality.

Based on our shipping schedule, we will carefully pack your order and prepare them to be shipped overnight via FedEx (for Direct Shipment orders). Once they depart our facility, you will receive a Shipping Confirmation email with tracking information to prepare to receive your package the next day.

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How do you pack the fish?

The fish are placed in bags with fresh, clean water, pure oxygen, and a light sedative to reduce stress during the shipping process. The bagged fish are then placed in sturdy cardboard boxes with insulation on all sides to maintain an optimum temperature.

We then determine the anticipated weather at the destination and will provide heat or gel packs as required to ensure the fish stay comfortable during shipment. We also include an Acclimation Guide with information outlining the recommended acclimation process and other applicable details. 

While we never want orders to be delayed, we pack all of our fish to survive 48 hours in case of shipping setbacks.

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How long can the fish survive in the bags?

Tri-County Tropicals uses Industrial grade oxygen to ship the fish so they have the best quality oxygen available. Once packed the fish are held onsite in a temperature controlled area until they are collected for transportation so that we are able to keep them at a consistent temperature for as long as possible. Generally they are packed and delivered within 24/36 hours. We recommend unpacking your fish as soon as they arrive in store.

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How many fish are packed per bag?

There are so many variables in determining the number of fish in each bag such as size of the fish, size of the bag, species temperament (i.e. aggression), amount of water etc. Over the past 25+ years, with extensive trial and error, we have perfected our packing densities.

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How much does shipping cost?

For Airport-to-Airport shipments, rates will vary based on the size and weight of the package needed to fill the order and the distance it must travel. We would be happy to provide you with an estimate prior to placing your order. 

For Local Delivery orders, there is a $15 delivery fee regardless of order size.

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Where do you ship/deliver to?

For Airport-to-Airport orders, we ship anywhere within the United States. For Local Delivery orders, we deliver to retailers located in the Five Buroughs of NYC and Long Island.

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My business is close to where you are located in NY. Can I pick up my order?

Yes! If you call us and schedule a day/time with us, we will have your order ready for pick-up.

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When will my order ship?

Current handling time is 1-9 business days. The only exception would be if temperatures are too extreme to safely ship the fish in which case we will alert you of the delay and update you on the rescheduled ship date. Once your order departs our facility, it is your responsibility to follow up on the order location using the provided tracking number.

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Will you refund shipping if there is a problem with my order?

All shipping fees are non-refundable. NO EXCEPTIONS.

If something is wrong with my order, will you ship new fish to me?
NO. We do not reship orders or fish. Guarantees are processed through store credit or refund ONLY. We are happy to assess a store credit or refund on a case-by-case basis. Please see our Order Claim Instructions for more detail.

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What do I do if some or all of my fish are DOA?

We have a Live Arrival Guarantee. Your fish are guaranteed to arrive happy and healthy. On the rare occasion that a fish is DOA (dead on arrival) or sickly upon reception, contact us within 24 HOURS of delivery time with photos to get assistance. You must include photos for us to fully refund or credit the DOA fish. Please refer to our Live Arrival Guarantee for more information.

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What is the acclimation process?

We recommend following these steps to ensure a successful acclimation:

1. Never open the shipping box in a brightly lit area. Sudden bright light, after being in a dark box, can be stressful to your new fish. Turn the light off in your fish tank and float the bag in the tank for 15 minutes. This is to start adjusting the temperature.

2. After 15 minutes, open the bag and place the fish, with the water it arrived in into a clean bucket or container. (Note: this means the bucket or container has never contained any soap or chemicals which may be harmful to your fish.)

3. Add half a cup of water from the tank your new arrivals will be placed in into the bucket or container. Repeat this step every 5 minutes for 15 minutes.

4. Next discard half of the water, from the bucket or container, and continue adding half a cup every 5 minutes for another 15 minutes.

5. Carefully net the fish from the container and release them into their new home. Discard all of the acclimation water. DO NOT add it to your tank.

6. Always follow this acclimation procedure, even if your new fish appear dead. When very cold or as a result of the mild sedative we use when packing the fish for shipment, they can appear dead and yet be just fine. They are usually just in a torpid state from the shipping conditions and will be fine when warmed up and acclimated properly.

 

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