XAqua - New Standards of Online Fish Retail

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Miles

Stingray King
MFK Member
Jul 2, 2005
5,538
152
120
Spokane, WA
After having our ups and downs, and going through troubled times, and definately have learned some lessons, we pretty much have thinigs on track. After removing a silent 3rd party from the business, not to mention paying him off, we had some big decisions ahead of us. Whether to move facilities, or keep the current location. After lengthy debates, we decided we would re-model our current location and re-design it with all the knowledge we have gained over the past few years.

The remodeled facility now has hardwood floors, as to waterproof it incase of leaks or spills. We re-designed the positioning of our tanks, as to hold more fish in the 'retail' spot of our facility. With cleanliness and effeciency in mind, the remodeled location is nearly finished. Upon this completion, not only will the LOOK of X-Aqua take a huge re-vamp, so will the business standards.

I plan to very soon entirely re-do the website. It will soon offer as an information and reference site, with thousands of pictures and species profiles. I understand hobbyist enjoy videos as well, and there will be a lengthy video gallery to entice our customers. It not only want the site to be where people can browse through fish for sale, but also to return in order to gain knowledge and help them be a success at keeping rare and exotic tropical fish.

With this new website, will come our new business standards. We have learned alot over the past years, with troubled customers and blunders on our part, but experience is the key to learning. I recently have written the new 'XAqua Business standards', which will be posted in the Support section of our website. I wanted to first display this on MonsterFishKeepers, our primary message board vending site, to get the first-hand opinions of our customer base. Feel free to throw out opinions and give constructive criticism (WW Members need not apply)..

* Customer Service
-Photography. We spend many hours making sure we can provide a thorough depiction of what fish you are ordering. We only provide pictures of OUR fish, and we enjoy taking special requests for specific photo shoots. We also enjoy providing videos, including feeding demonstrations of the fish we offer. We have worked hard to provide an expansive photo gallery of fish that we have to offer, as well as a video gallery in which you can see first hand the quality of many of the fish we have or have had. Most other on-line vendors of tropical fish will often provide a generic picture, either stolen or plagurized, that does not fully depict the size, color, and quality of the fish you will be ordering. This is a dishonest act, which is misleading and could result in major disappointment.

-Communication. We check our e-mail service twice daily, and always enjoy discussing matters with our customers. If it is specific requests, species information, or just plain ol' tank talk, we enjoy it. At request, you can talk to a live representative of the company, and we will be happy to answer your questions. Vendors will often sell their product soley via telephone, which displays their lack of dedication to running an actual on-line service, and can also make them difficult to get ahold of. Some customers prefer communication from the Internet, some from the phone, regardless of the situation we will be here to help you, and make you feel more comfortable ordering fish on-line. We will work hard to give you the clearest and most precise answers we can provide, whether it be in comprehensive E-mails, Instant Messaging, or live telephone discussion.

-Ordering. To place an order, simply e-mail us to begin a discussion period with a representative. We always try to make sure that our fish are going into a proper environment, and that the purchaser understands the needs and requirements of certain species. Our company does not believe in selling large fish to undersized tanks, or improper homes. We will often make recomendations to other fish we have in-stock, that may work well with what you are ordering or currently have. When putting togethor a purchase for customers, we will often offer special prices for combining orders or bulk orders, depending on the fish. When an agreement has been made to finalize the order, you will be sent an invoice with the final price, shipping methods, payment information, and our personal contact information. Once the invoice is sent, and payment has been received, we can then set a date for the delivery and arrival of your new aquatic friend.

* Fish Quality
-Overall Fish Knowledge. Our expansive knowledge of the rare and exotic tropical fish we provide allows us to keep them healthy and happy in their stay at our facility. The methods we use are proven to condition the fish at the highest of quality. Our competitors will often stock certain species of fish with absolutely no knowledge of their special requirements, these vendors often choose the fish based on their money making value or rarity. This type of practice will only lead to the diminishing quality of the fish they provide. Lowball pricing shows diminishing health and the need to sell fish hastefully, as to prevent them to die while in their care.

-Quarantine. We do not sell fish that have been freshly imported, because we are firm believers of a thurough quarantine process. We often hold our fish for at least a weeks time, in which we condition the fish with high quality foods and specialized medications. We use all precautionary measures to insure that you get disease free wild fish. We use anti-parasite medications such as Metrodazinole as well as all-natural medications like garlic extract. We watch the behavior of our fish closely, and have adequate spacing to make sure they are not overcrowded, which is the exact opposite of most major ornamental fish dealers.

-Exporter. The quality of our fish starts at our export facility, based out of Lima, Peru. It is here when the fish begin their quarantine process, and are conditioned for life inside a home aquarium. We are in daily contact with our collector, Miguel, who works hard to ensure that the fish he sends to the US are of the highest quality. He often hand-picks the nicest specimens directly from the farmers, allowing us to only receive the nicest fish that the rivers of South America have to offer. Miguel quarantines the fish for atleast 1 week, usually 2, before exporting them. During this quarantine time he also uses precautionary all-natural medications and live foods to condition the fish for the long plane ride to North America. This is the most vital time period for any wild fish being exported, as often they will suffer permanant or long lasting damage due to poor conditions and improper packaging and handling. The fact that Miguel has a U.S. counterpart working with him on a day to day basis to provide information on the specialized fish we Import, gives us a distinct advantage over our competitors. We work hard to pass along the tips and tricks that Miguel needs in order to keep the fish in top condition, other competitors lack this knowledge, which makes all the difference.

* Pricing
-Wholesale pricing. The prices we offer are in accordance with what other major wholesalers offer. We will often use their pricelist as a guideline to pricing our fish. We try to provide rare and exotic fish to the public at or below wholesale cost, to counter the cost of shipping. We enjoy the opportunity to remove the middleman, as well as lower the inflation rates which occur within the hobby. A regular occurance within our company is making special deals with our customers, especially in order to fill an entire box to consolidate shipping costs. We are here to provide to the hobbyist, from a hobbyist standpoint. Return customers are often valued with the highest of praise, and we are excited at the thought of making new contacts.

* Facility
-Re-Designed. Our recently re-designed state of the art facility is maintained with the highest standards of fishkeeping in mind. Keeping a clean facility also shows that we keep clean tanks, and provide the best homes possible for our fish. We will be happy to provide up-to-date pictures of our facility, to make our customers feel more comfortable with who they are dealing with. This gives the customer a clear representation of who we are, and what we are about. I often see potential customers mislead into believing they are purchasing fish from an established company, when in actuality they had made the mistake of purchasing fish from someone who decided to start a business based out of a spare bedroom, or basement. The business practices that comes from these types of facilities are often sub-par, including overall lack of knowledge.

-Technology. We only use high quality heating and filtration devices, which includes staying on-top of the latest technological advances in fishkeeping. We have automatic water change systems on plumbed systems which share water, while we also do daily water changes on isolated tanks. We use specialized filtration units, such as UV sterilizers and Reverse Osmosis filters, to provide purified water as well as re-create the original water paramaters in which wild caught South American fish come from. After the initial import process, we slowly adapt the wild-caught fish to tap water conditions, so they will be prepared for safe arrival in your home.

-Stocking. The expansion of the facility has pushed our total gallonage above 3000, which allows us to stock fish sparsely, allowing less stress and more room to thrive. We are a small business, with a small mindset, so we often keep order size to a minimum, as to not overcrowd the fish. Majority of companies which provide fish at wholesale prices will often hold hundreds of fish to a single tank, in order to maximize their tank space. This type of fishkeeping will only lead to stress and disease pathogens spreading, which can be undetectable until weeks after you have received your order. Often times lower prices reflect the rush to move fish quickly, as to prevent them from dying during their holding time. We have no problem holding a solid price while the fish are in our facility, as we care for our fish as if they were our long-term pets, not our product.

* Shipping (The following sections may be subject to change)

-Guarantee. We guarantee the live arrival of all fish when using airport to airport freight service. When using a private courier service, the guarantee of the fish is at our discretion. We have had a few minors problems with improperly shipped packages when working with private couriers. Often times they are not thrilled with the idea of transporting live fish, and they have a very apathetic attitude towards the care the package receives. It is our opinion, that the fish will be safer if not placed in the hands of a 3rd party. It is also known that the private couriers do not guarantee the value of the contents of the package(live fish), just guarantee the cost of shipping. When shipping less expensive fish, this is not a problem, but when dealing with high-valued fish it is better to be safe, than sorry. We are confident in the health of our fish during transport, as well as days after, but our primary concern is with the actual transporters themselves, this is the reasoning behind our guarantee policy. We are in no way responsible for poor acclimation process, as well as improper water conditions, and that is why we do not guarantee our fish beyond live arrival. Our company is here to answer any questions you may have about the entire process, and to further your success rate when purchasing live fish on-line.

-Private Courier Shipping. We offer shipping from a wide variety of companies, including FedEx, UPS, and DHL. Using a private courier service is often a great option for those who do not live near a major airport. It is very convenient, as they deliver the fish directly to your door-step. Keep in mind however, the live fish are being handled by a 3rd party which in no way understands the stresses which can occur during transport. Using a private courier is more expensive than airport to airport, and sometimes problems may arise. On longer transports of fish, these couriers will sometimes miss connecting flights or mis-direct the package to an undesired location. Customers should still feel comfortable when using such services, but keep in mind accidents do happen and we do not guarantee all fish when using these couriers. We are just warning our customers about the reliability of these companies, although we have had a 99% success rate with them in the past.

-Airport to Airport Freight. Our preferred method of shipping is airport to airport freight service. In order to see if you qualify for airport to airport shipping, please e-mail us with an inquiry, including your nearest major airport, and we will get back with you. Airport to airport is by far the safest and most effecient method of transporting live fish. We guarantee all transactions when using airport to airport, as nearly every flight arrives within the same day that it is sent out. It is much less expensive then using a private courier service, and the differential in pricing compared to weight is very reasonable. This will allow the customer to make additions to their order with very little fluctuation in freight charges. We also charge no handling or box fees for using this method. When using this service, we will be in constant contact with you in the days leading up to the arrival of your order. On the day of the order, we will provide you with flight times and information, as well as be available to answer any question you may have.

-Shipping Days. We ship on Monday, Tuesday, and Wednesday. We can ship on alternate days at request, but a handling fee may apply. We prefer to use days at the beginning of the week, to avoid any flight problems due to the congestion that happens among airports towards the end of the week.

*Payments
-Invoice Payments. We prefer PayPal as our primary payment service. We also accept personal checks and money orders, which include a 3 to 7 day holding period in order to clear. In order to avoid a delay in the processing of your order, please use PayPal. For PayPal payments exceeding $100, please include the 3% surcharge.

-Pre-payment of Shipping. If you would like to pre-pay the cost of shipping with the final payment of your order, e-mail us inquiring about a shipping estimate to a specific zip code. We will then reply to you with a flat-rate quote of what shipping will be, and you can include that into the final price of the order. When using this method via private courier, we will charge a handling and box fee and then round up the estimated total to the flat-rate. You can also e-mail inquiring about the estimated cost of airport to airport freight, but no handling or box fees will apply.

-Collect Shipping Payment. This method would allow the customer to pay the exact cost of shipping, upon arrival of the fish. This is our preferred method of shipping payment. Using this method is not only beneficial for us, but especially for the customer. It prevents confusion at our end, by eliminating the possibility of multiple payments or unneccessary paperwork. This method also gives the customer the satisfaction of knowing that they were not over-charged on shipping, which most companies will do in order to boost profits. We offer this service with both FedEx and Airport to Airport freight services. If you have any questions about how this process works, feel free to contact us.



Closing Thoughts..

What we are trying to do here is make people feel more comfortable purchasing fish on-line. With the lack of quality LFS across america, and the installment of multiple corprorate petstores, the quality and variety of fish to choose from is becoming more and more limited to the hobbyist. We don't want people to tremble in fear about ordering rare fish online. We are also working hard to do everything we can to cut shipping expenses down for the customer. Hopefully people get a more generalized idea of who we are and what we're about, and will not be afraid to approach us for any matter. We enjoy talking with customers, even if they don't plan on purchasing fish!

Comments welcome. Anyone can AIM me anytime at MilesBergsma, I leave it on 24/7 and I will get back to you.
 

rayman45

Team Rayman
MFK Member
Mar 30, 2005
7,515
20
0
33
staten island new york
bravo :clap:
 

Earthgoddess

Feeder Fish
MFK Member
Nov 15, 2005
27
0
0
43
Medical Lake, Wa
Hello I think that looks good
You may want to include your way of packing due to weather conditions hot and cold specifically.

Just my opinion due to some recent personal experience

Happy Holidays and Happy Fish Keeping to you and your customers

:thumbsup: :thumbsup: :thumbsup:
 

Clay

Fire Eel
MFK Member
Aug 28, 2005
1,047
3
68
Chantilly, Va
Miles, I'm really pleased to read that and I wish you guys good luck with it. I like the qualities you are striving for. Great way to run a business.
 

Waldo

Feeder Fish
MFK Member
Jul 11, 2005
586
3
0
41
Spokane WA
* Shipping (The following sections may be subject to change)

Our boxes are styrophome insulated regardless of time of year. Heat packs and bag buddies are included regardless if you prepay shipping or pay exact shipping ( in the summer we don't use them. We double bag and further insulate with heat packs. I have been shipping for 5 years and am active on shipping on a global scale. 3 day shipping is no longer impossible with todays advancements in shipping.

-Guarantee. We guarantee the live arrival of all fish when using airport to airport freight service. When using a private courier service, the guarantee of the fish is at our discretion. We have had a few minors problems with improperly shipped packages when working with private couriers. Often times they are not thrilled with the idea of transporting live fish, and they have a very apathetic attitude towards the care the package receives. It is our opinion, that the fish will be safer if not placed in the hands of a 3rd party. It is also known that the private couriers do not guarantee the value of the contents of the package (live fish), just guarantee the cost of shipping. When shipping less expensive fish, this is not a problem, but when dealing with high-valued fish it is better to be safe, than sorry. We are confident in the health of our fish during transport, as well as days after, but our primary concern is with the actual transporters themselves, this is the reasoning behind our guarantee policy. We are in no way responsible for poor acclimation process, as well as improper water conditions, and that is why we do not guarantee our fish beyond live arrival. Our company is here to answer any questions you may have about the entire process, and to further your success rate when purchasing live fish on-line.

-Private Courier Shipping. We offer shipping from a wide variety of companies, including FedEx, UPS, and DHL. Using a private courier service is often a great option for those who do not live near a major airport. It is very convenient, as they deliver the fish directly to your door-step. Keep in mind however, the live fish are being handled by a 3rd party which in no way understands the stresses which can occur during transport. Using a private courier is more expensive than airport to airport, and sometimes problems may arise. On longer transports of fish, these couriers will sometimes miss connecting flights or mis-direct the package to an undesired location. Customers should still feel comfortable when using such services, but keep in mind accidents do happen and we do not guarantee all fish when using these couriers. We are just warning our customers about the reliability of these companies, although we have had a 99% success rate with them in the past.

-Airport to Airport Freight. Our preferred method of shipping is airport to airport freight service. In order to see if you qualify for airport to airport shipping, please e-mail us with an inquiry, including your nearest major airport, and we will get back with you. Airport to airport is by far the safest and most effecient method of transporting live fish. We guarantee all transactions when using airport to airport, as nearly every flight arrives within the same day that it is sent out. It is much less expensive then using a private courier service, and the differential in pricing compared to weight is very reasonable. This will allow the customer to make additions to their order with very little fluctuation in freight charges. We also charge no handling or box fees for using this method. When using this service, we will be in constant contact with you in the days leading up to the arrival of your order. On the day of the order, we will provide you with flight times and information, as well as be available to answer any question you may have.

-Shipping Days. We ship on Monday, Tuesday, and Wednesday. We can ship on alternate days at request, but a handling fee may apply. We prefer to use days at the beginning of the week, to avoid any flight problems due to the congestion that happens among airports towards the end of the week.

*Payments
-Invoice Payments. We prefer PayPal as our primary payment service. We also accept personal checks and money orders, which include a 3 to 7 day holding period in order to clear. In order to avoid a delay in the processing of your order, please use PayPal. For PayPal payments exceeding $100, please include the 3% surcharge.

-Pre-payment of Shipping. If you would like to pre-pay the cost of shipping with the final payment of your order, e-mail us inquiring about a shipping estimate to a specific zip code. We will then reply to you with a flat-rate quote of what shipping will be, and you can include that into the final price of the order. When using this method via private courier, we will charge a handling and box fee and then round up the estimated total to the flat-rate. You can also e-mail inquiring about the estimated cost of airport to airport freight, but no handling or box fees will apply.

-Collect Shipping Payment. This method would allow the customer to pay the exact cost of shipping, upon arrival of the fish. This is our preferred method of shipping payment. Using this method is not only beneficial for us, but especially for the customer. It prevents confusion at our end, by eliminating the possibility of multiple payments or unneccessary paperwork. This method also gives the customer the satisfaction of knowing that they were not over-charged on shipping, which most companies will do in order to boost profits. We offer this service with both FedEx and Airport to Airport freight services. If you have any questions about how this process works, feel free to contact us.


We want to make you rest easy when you have live fish on order! Alot of people are scared at the thought of ordering a live fish off the internet. That is why we work hard to make sure you know what you're getting, and that it arrives in top condition. Do not be afraid to approach us, as we will love to work with you for any situation!
 

rayman45

Team Rayman
MFK Member
Mar 30, 2005
7,515
20
0
33
staten island new york
this is the home of MONSTERS
 

riskistang

Feeder Fish
MFK Member
Jun 22, 2005
733
0
0
45
North Aurora, IL 60542
Now if everyone would have the same standards the hobby would be great.....

But, you guys seem to set yourself above the rest, thus aquiring the true hobbiest and loyal customers...... :headbang2
 

rook45

Fire Eel
MFK Member
Jan 9, 2006
2,101
4
68
44
new jersey
suckerfish said:
ww members need not apply---wonder why???
what's a ww member????
 
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