Shipping & Returns
Shipping your live nitrifying bacteria...
We take great lengths to ensure the quality of our products. Because One and Only Bacteria products in styrofoam coolers with gel packs when necessary to ensure a temperature controlled environment to prevent your live nitrifying bacteria from getting too hot during summer or from freezing during winter. While this adds cost to shipping, it adds tremendous value to the product you are purchasing. While other companies may not find this important, Reds Pet believes that maintaining a quality product during shipping can make all the difference! After all, these are live bacteria--let's keep it that way!
We offer UPS and FedEx Ground and 3-day shipping service within in the US only. Orders are shipped 1-2 business days after order is received. If you order bacteria on a Thursday or Friday we will not usually ship it until Monday to reduce its time in transit. Some products may take an additional 5 business days; please see individual item descriptions for more details or contact us if you have a question.
FAQ/Concerns about your order?
The gel pack was melted when I opened the package. Is the bacteria okay? The gel packs are included to keep the temperature below 110°F and it is normal for them to melt partially or even completely during shipping. In 99% of all shipments the temperature should remain below 110°F to your door. Even if the package sits on your doorstop all day, the foam container will keep it from getting too hot for some time. The hottest times are usually when the box is sitting in the delivery truck and that is usually when the gel pack is doing its work. If you live in Arizona and your box sat on your front porch for two days please contact us right away!
If you have any other problems with your order, please contact us. We are happy to promptly replace orders that don't meet our quality standards. Please note that we do not accept returns on opened Dr Tim's products.
Other products can be returned for an exchange or refund within 30 days of purchase only with prior approval. Please contact us to make arrangements. Items must be returned via shipping with tracking (such as UPS, FedEx, or US Priority Mail).
