FAQ's

Frequently Asked Questions 

General

Q: Where are you located? 

A: Findurnemo Headquarters is located in beautiful Hilton Head Island, South Carolina! Two of our artists live in Hilton Head, and it is also home to our flagship rare fish breeding facility Nemo Labs. 

Q. Where are your other artists from?

A. Our lead Biologist & Artist is located in Switzerland.

A. We also have one artist in Fresno, California and another in Warrington, England in the United Kingdom

A. Our extended network of aquatic artists, breeders, retailers, researchers and explorers spans all 7 continents, in over 20 countries and counting!

Q: Do you have a retail store?

A: We only have an online store at this time. 

Shipping

Q: Do you ship to my country? 

A: Yes, we ship to every country worldwide. 

Q: When will my order ship?

A: There is a 1-14 business day processing time for each order*; 1-21 business days for the holiday season.

This can also vary based upon product type and demand. We use a sophisticated network of high quality manufacturers around the globe and we try to fulfill orders as soon as possible.

However, we do prioritize quality over speed. 

*If an order is placed for a product in a size or color that is out of stock it will take longer to process it - between 2 to 4 weeks.

Q: How long before I receive my order?

A: Once shipped orders within the U.S. average 4-7 business days, and 2-3 business days for priority shipping. International orders average 7-14 business days. Express Shipping averages 2-3 business days. Note: Shipping during the holiday season may be delayed by the carrier.

Q:  Are there any fees if I'm outside of the US?

A:  Some countries may choose to add custom/VAT/handling fees but we rarely experience this. Unfortunately if your country does do this, Findurnemo will not be responsible for these charges. Please research your countries import policies.

ORDERING & ORDER STATUS

Q: Is there order and shipping confirmation?

A: Shortly after placing your order you should receive a confirmation email. If you have not received this email within 48 hours, please be sure to check your spam folder. If you still cannot locate an email from us, please contact us at findurnemo@gmail.com

A: An automated email with your tracking number will be sent to you when your order is shipped. Once the order has been scanned by the U.S. Post Office, you will receive another email with your updated tracking information. 

Q: Why is my tracking link not showing me anything?

A: If it has been less than 48 business hours, your package may not have been scanned by USPS, although this is rare. If you are still not able to view any information after 48 hours, please contact us at findurnemo@gmail.com, so we may check the info on our end, and find a solution from there.

Q: My package is missing. What should I do?

A: If your tracking number indicates your package was delivered, USPS is liable for its recovery. Please contact your nearest post office with your tracking number, your package may be available for pick up or you may be able to find help locating it.

A: If your tracking number shows the package is still in transit please email us.

Q: Where can I enter my discount code?

A: Begin the checkout process, then enter your customer information, then you will be taken to the page where you can input any valid discount code you'd like to use.

Q: Can I use multiple discount codes when placing my order?

A: We only allow one discount code per order. 

Q: Do you offer gift cards?

A: Yes, we offer electronic gift cards! All gift cards are non-refundable and are emailed to the buyer. The buyer can then print this gift card, or forward it to the person receiving the gift. Contact findurnemo@gmail.com to get your gift card. 

Q: Can I change or cancel my order once I submit it?

A: Yes, you may cancel your order, as long as your shipping label has not been printed on our end. To do so, just contact us at findurnemo@gmail.com