Frequently Asked Questions
Answers to the questions we are asked most. If yours is not here, email sales@shopessentialpack.com or call (248) 974-7224, Monday to Friday, 9:00 AM to 5:00 PM ET.
Products and intended use
What are these products for?
Everything we sell is supplied for use with ornamental aquarium fish — fish kept in home aquariums and ornamental ponds. They are not for human use, not for use in animals raised for food, and not for dogs, cats, livestock or other companion animals. Full detail is on our Intended Use & Safety page.
Can you tell me what is wrong with my fish, or what dose to use?
No. We are a retailer, not a veterinary practice, and nobody on our team is licensed to diagnose or prescribe. We can tell you what we stock, what the active ingredient and strength is, what format it comes in and what the manufacturer's label says. For anything beyond that, please consult a licensed veterinarian who can examine the animal.
What ingredients do you carry?
Our antibacterial range covers amoxicillin, amoxicillin/clavulanate, cephalexin, doxycycline, minocycline, ciprofloxacin, levofloxacin, penicillin, clindamycin, azithromycin, erythromycin and sulfamethoxazole/trimethoprim. Our antiparasitic range covers metronidazole and copper-based treatments, and our antifungal range covers fluconazole and ketoconazole.
What is the difference between the 250 mg and 500 mg versions?
The milligram figure is the amount of active ingredient in each capsule or tablet — a 500 mg capsule contains twice as much as a 250 mg one. Which suits you depends on your tank volume and how many doses you expect to need. Larger tanks, ponds and fish rooms usually get better value from the higher strengths and the 100-count bottles.
What is in the treatment packs?
Each pack groups products around a specific aquarium problem — fin rot and early bacterial infection, dropsy and popeye, internal parasites and bloat, fungus and columnaris, gram-negative infections — plus bulk packs sized for fish rooms, breeders and koi ponds. The exact contents are listed on each pack's product page, and a pack always costs less than buying the same items separately.
Do you sell anything for birds?
Some items in the range are labelled by their manufacturer for ornamental fish and for non-food pet birds. Where that applies it is stated on the product page. Outside of the uses stated by the manufacturer, our standard restrictions apply.
Using treatments in an aquarium
Will a treatment damage my biological filter?
It can. Antibacterial products reduce the nitrifying bacteria that drive your tank's nitrogen cycle, and broad-spectrum products generally have more effect than narrow-spectrum ones. Many aquarists treat in a separate hospital tank for this reason, monitor ammonia and nitrite during a course, and plan extra water changes afterwards.
Are these treatments safe for shrimp, snails and live plants?
Not always. Copper-based treatments in particular are harmful to invertebrates, and some products affect live plants. Check the manufacturer's labelling on the product before treating a tank that contains invertebrates or planted stock.
How should I store these products?
Keep them sealed in the original container, in a cool dry place away from direct sunlight, and out of reach of children and pets. Every item carries a lot number and expiry date on the packaging. Dispose of expired stock responsibly rather than into drains or waterways.
How much shelf life will my order have?
We rotate stock so that orders ship with as much remaining shelf life as we can give them. The lot number and expiry date are printed on the packaging of every item, so you can check what you have received as soon as it arrives.
Ordering, shipping and tracking
How much is shipping?
USPS Ground Advantage is free on every order within the United States, with no minimum spend. Faster services are available at checkout: UPS® Ground $7.45, USPS Priority Mail $11.50, UPS 3 Day Select® $11.67, UPS 2nd Day Air® $11.91, and Express $34.95.
How long will my order take?
Two things add up. Orders are processed within 1 to 2 business days (Monday to Friday, excluding public holidays), and orders placed before 5:00 PM ET on a business day begin processing the same day. Transit then depends on the service you chose — 5 business days on free Ground Advantage, down to 1 to 2 business days on Express. Full breakdown on our Shipping Policy page.
Do you ship outside the United States?
No. We ship within the United States only, to all 50 states. We cannot ship internationally, cannot ship to freight forwarders, and cannot accept orders placed for onward export.
How do I track my order?
Tracking details are emailed to you as soon as your order ships. Tracking can take up to 24 hours to show its first scan after the label is created — that is normal. If you have no tracking after two business days, email us with your order number.
My tracking says delivered but nothing has arrived.
Check with others at the address and with your local carrier depot first, as parcels are often scanned early or left with a neighbour. If it still has not turned up, contact us and we will open an enquiry with the carrier. Claims must be raised within 30 days of the shipping date.
Can I change my address after ordering?
Only before the order has been dispatched, so contact us immediately. Once a parcel has shipped the address cannot be changed. If it is returned to us as undeliverable we can reship it once you have paid the reshipping cost, or refund the order minus the original shipping cost.
Is the packaging discreet?
Orders ship in plain outer packaging. Inside, products are in their original factory-sealed manufacturer packaging with lot numbers and expiry dates intact.
Payment, returns and account
What payment methods do you accept?
Visa, Mastercard, American Express and Discover, plus the accelerated wallets offered at checkout such as Shop Pay, Apple Pay and Google Pay. Payment runs through Shopify's PCI-compliant checkout and we never see or store your full card number.
Can I return something if I change my mind?
Unopened, factory-sealed items can be returned within 30 days of delivery. We cannot accept a return once a seal has been broken, because we cannot verify how the item has been stored after it leaves our control. This is a safety restriction and it applies to all items. See our Refund Policy for the full terms.
My order arrived damaged or incorrect. What now?
Contact us within 7 days of delivery with your order number and photographs of the item, the labelling and the outer box. We will replace or refund it at our cost. Please do not use an item you believe is damaged, mislabelled or expired.
How long do refunds take?
Approved refunds are issued to the original payment method within 7 business days of approval. Your bank may take a few additional days to show the credit.
Can I cancel an order?
Email us as soon as possible. We can usually cancel an order that has not yet been processed and refund it in full. Once it has shipped it has to be handled as a return.
Is there an age restriction?
Yes. You must be 18 or older to order. By completing checkout you confirm that you meet that requirement and that the products are intended for ornamental aquarium fish.
Do I need an account to order?
No, you can check out as a guest. Creating an account simply makes it easier to see past orders and reorder.
Still need help?
Shop Essential Pack
6268 Silverbrook West, West Bloomfield Township, Michigan 48322, United States
Phone: (248) 974-7224
Email: sales@shopessentialpack.com
Customer service: Monday to Friday, 9:00 AM to 5:00 PM ET