Product guidance and customer support

Answers for every stage of your PodDrop order

Choose a culture, prepare for delivery, handle live products correctly, troubleshoot with better information, and understand professional purchasing—all from one organized support hub.

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FAQ directory

Go directly to the answer you need

Select a category below. For complete contractual terms, use the linked policy pages rather than relying only on these summaries.

01

Choosing products

Single species, blends, phytoplankton, bundles, and product recommendations.

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02

Ordering & shipping

Dispatch days, tracking, delivery services, weather, addresses, and international orders.

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03

Live arrival & claims

Coverage, the 2-hour reporting window, required evidence, exclusions, and review.

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04

Receiving, storage & use

Unpacking, product-specific care, storage, introduction, and when to contact support.

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05

Expectations & troubleshooting

Visibility, establishment, dosing observations, culture hygiene, and useful support details.

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06

Subscriptions & professional

Recurring orders, wholesale eligibility, research support, account terms, and contacts.

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01 • CHOOSING PRODUCTS

Choosing the right live culture

Should I choose a single copepod species or a blend?

Choose a single species when organism identity, habitat, prey profile, culture control, or research repeatability is the priority. Choose a blend when complementary profiles and ordering convenience better match the goal.

Which copepod is appropriate for rockwork and refugia?

Tisbe is commonly selected for protected surfaces such as rockwork, sand, media, and refugia. Selection should still account for livestock, predation, system maturity, and the intended role.

What is the difference between Apocyclops and Tigriopus?

Apocyclops is generally selected for an active, versatile profile. Tigriopus species are larger and more visible. Review the individual species sheets because movement and size are only part of the decision.

When should I consider a pelagic or fine-prey species?

Pelagic and smaller-prey profiles may be relevant to hatchery, larval, specialty feeding, or research applications. Match the organism and life stage to the intended consumer and protocol.

How do I choose a phytoplankton culture?

Start with the target organism or system, then compare species or strain identity, cell characteristics, format, storage, and application guidance. A single-culture product provides more control; a blend simplifies a multi-species routine.

What is the difference between VITAL-3 and VITAL-5?

The names distinguish the number of labeled species in each blend. Review the product pages for the current species list, volume, handling instructions, and intended use before choosing.

How do I choose a bundle or starter pack?

Define the outcome first, then audit the included products, live-receiving steps, equipment you must already have, ongoing maintenance, and whether every component is appropriate for your system.

Can PodDrop recommend a product for my system?

Yes. Send your tank or culture volume, system age, target livestock or organism, filtration, current routine, and objective. Recommendations are guidance and cannot guarantee a biological outcome.

02 • ORDERING & SHIPPING

Ordering, schedules, and delivery

When do live orders ship?

Live orders generally ship Monday through Wednesday to reduce avoidable weekend holds. Holiday weeks, weather, inventory, destination, and carrier conditions may change the schedule; current checkout and order communication control.

How will I receive tracking?

Tracking is sent to the contact information used for the order when the shipment is prepared. Monitor the carrier updates and plan to receive the package at the first delivery attempt.

What shipping service will be used?

The available or selected service depends on destination, product type, weather, carrier availability, and checkout options. Review the order confirmation and tracking rather than assuming one service applies to every order.

Can live cultures ship to a PO box?

Available delivery addresses depend on the carrier and service shown at checkout. Use a staffed physical address whenever a live-delivery service requires it or when a PO box could delay receipt.

What happens during extreme weather?

PodDrop may adjust packing, hold shipment, recommend an address change, or reschedule dispatch when conditions create unreasonable transit risk. Customer availability and carrier conditions still matter.

Can I change my address after ordering?

Contact support immediately. An address change may not be possible after fulfillment begins or a label is created. Carrier rerouting can also affect delivery time and policy eligibility.

Do you ship internationally?

International availability depends on destination, carrier service, product eligibility, import restrictions, permits, customs, and customer acceptance of applicable fees and risks. Confirm before ordering.

Where can I read the complete shipping terms?

Open the Shipping Policy for dispatch practices, delivery responsibilities, delays, address accuracy, weather, international orders, and other detailed conditions.

03 • LIVE ARRIVAL & CLAIMS

Live-arrival coverage and concerns

What does the Live Arrival Policy cover?

Coverage is evaluated under the published policy for the first carrier delivery attempt. Eligibility depends on timely receipt, appropriate handling, evidence, exclusions, and reporting the concern within the required window.

How quickly must I report a concern?

Contact PodDrop within 2 hours of the recorded delivery. Waiting longer can prevent verification and may make the request ineligible under the policy.

What evidence should I provide?

Keep the culture in its original container and send the order number, clear photos or video, the label and packaging condition, delivery timing, and a concise description of the concern.

Should I add or discard a culture if I am concerned?

No. Keep the product and packaging and contact PodDrop before adding, transferring, opening further, or discarding it. Those actions can make the original condition impossible to evaluate.

Is low visible movement automatically a failed live arrival?

Not necessarily. Visibility can vary by organism, life stage, lighting, settling, temperature, and inspection method. Keep the container, follow the receiving directions, and contact support promptly if concerned.

Are carrier delays or missed delivery attempts covered?

Coverage depends on the full policy. Delays, address errors, rerouting, missed first attempts, unsafe exposure after delivery, and events outside reasonable control may be excluded or handled differently.

What remedy will I receive if a claim is approved?

PodDrop determines the appropriate remedy under the current policy and circumstances. Do not place a replacement order or assume a refund until the review is complete.

Where is the complete Live Arrival Policy?

Use the Live Arrival Guarantee page for the full eligibility rules, evidence requirements, exclusions, review process, and remedy terms.

04 • RECEIVING, STORAGE & USE

What to do after the box arrives

What should I do immediately after delivery?

Bring the package inside, open the outer packaging, inspect the products, verify the labels, and follow each product’s receiving instructions. Avoid leaving live cultures in direct sun, heat, or cold.

Should every live culture be acclimated the same way?

No. Copepods, phytoplankton, specialty organisms, and culture formats can require different handling. Follow the current label and product page rather than applying one universal acclimation method.

How should I store live copepods?

Use the instructions for the specific species and product. Storage temperature, duration, gas exchange, feeding, and intended use can differ among cultures.

How should I store phytoplankton?

Follow the label for refrigeration, handling, use window, and any mixing directions. Keep the container clean and avoid cross-contamination during repeated use.

Should I turn off pumps, filters, or skimmers?

It depends on the product, system, and intended placement. Follow the product instructions and avoid leaving essential life-support equipment off longer than appropriate for the aquarium.

When is the best time to add copepods?

Timing can be influenced by lighting, livestock activity, filtration, placement, and the objective. The product instructions provide the starting protocol; there is no single schedule for every system.

Can I split one bottle across multiple systems?

Only if the product instructions and your handling method support it. Splitting can complicate volume, sanitation, temperature control, and claim evaluation once the original container is opened.

What if the product color, odor, or packaging concerns me?

Do not use or discard it. Keep it in the original container, document the concern, note how it was received and stored, and contact PodDrop within the applicable policy window.

05 • EXPECTATIONS & TROUBLESHOOTING

Set realistic expectations and diagnose carefully

Why can’t I see copepods after adding them?

Many copepods are small, occupy protected areas, move differently by life stage, or are quickly consumed. Lack of immediate visibility does not by itself prove absence or establishment.

Does adding copepods guarantee a permanent population?

No. Persistence depends on predation, habitat, food, system maturity, water conditions, filtration, timing, and husbandry. Live arrival is different from long-term establishment.

Can a product guarantee that my fish or coral will feed?

No. Feeding response depends on the animal, health, behavior, prey profile, presentation, environment, and many other factors. Product information describes intended use, not a guaranteed response.

What if my water becomes cloudy after dosing?

Pause further additions, review the product amount and aquarium conditions, check relevant water-quality and oxygen indicators, and contact an experienced aquarium professional if livestock show stress.

Why did a home culture crash?

Possible causes include contamination, water chemistry, temperature, light, aeration, food level, density, harvest practices, sanitation, and equipment failure. Review one variable at a time and avoid combining cultures during diagnosis.

How can I reduce contamination in a culture setup?

Use dedicated clean tools, separate cultures, label vessels, avoid returning used liquid or equipment to stock containers, sanitize according to the protocol, and keep simple batch records.

What information should I send for troubleshooting?

Include the product and order, delivery timing, storage, system or vessel volume, salinity, temperature, relevant water data, equipment, feeding, timeline, photos, and the exact change you observed.

06 • SUBSCRIPTIONS, WHOLESALE & RESEARCH

Recurring supply and professional accounts

Which products are available by subscription?

Eligible options appear on the current product page. Availability, interval choices, pricing, and program terms can change, so review them before enrolling.

How do I change or cancel a subscription?

Use the account or subscription-management method provided with enrollment and review the Subscription Policy for timing, processed orders, changes, payment issues, and cancellation terms.

Who can apply for a wholesale or professional account?

PodDrop considers aquarium stores, coral farms, hatcheries, universities, laboratories, research facilities, and other qualified organizations. Approval and terms depend on the applicant and intended program.

What information is needed for an application?

Provide the legal organization name, contact and shipping information, business or institutional type, intended use, expected products and volume, purchasing frequency, and any applicable resale or tax documentation.

Can professional customers arrange recurring supply?

Qualified customers can discuss expected volume, cadence, lead time, destination, packaging, and operational constraints. Availability and terms are confirmed for the specific account.

Can PodDrop support research or hatchery work?

PodDrop can review species, format, volume, schedule, handling, and documentation needs for the project. Suitability and available documentation must be confirmed before reliance in a protocol.

Do professional purchases have different terms?

They may. Pricing, minimums, freight, lead times, claims, payment, resale, tax, and recurring-order terms can be account-specific and are not established until confirmed by PodDrop.

Can I purchase through an authorized PodDrop distributor?

Yes. The Wholesale page lists current authorized regional distributors, including Vibrant Corals LLC for North America and Skyland Engineering & Aquarium Shop for Hong Kong SAR. Contact the distributor directly for its current assortment, service area, and account terms.

Who should I contact about sales or a project?

Use the Contact page. Ken supports business development and sales at ken@getpoddrop.com; Fabian, the founder, can be reached at fabian@getpoddrop.com.

Complete terms

Read the policy that controls your order

FAQs provide practical summaries. The complete published policy contains the full scope, eligibility rules, responsibilities, exclusions, and remedies.

Delivery

Shipping Policy

Dispatch, carriers, addresses, delays, weather, international orders, and delivery responsibilities.

Read Shipping Policy
Live products

Live Arrival Guarantee

Eligibility, 2-hour reporting, evidence, exclusions, evaluation, and available remedies.

Read Live Arrival Policy
Orders

Refund Policy

Returns, refunds, cancellations, damaged non-live goods, and non-returnable live products.

Read Refund Policy
Recurring orders

Subscription Policy

Renewals, billing, changes, skipped orders, cancellation, and already-processed shipments.

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Store use

Terms & Conditions

Website use, purchases, product information, limitations, prohibited activity, and governing terms.

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Personal information

Privacy Policy

Information collection, processing, disclosure, retention, choices, and contact rights.

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Tracking choices

Cookie Policy

Cookies, analytics, advertising technologies, consent choices, and browser controls.

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Inclusive access

Accessibility Policy

Accessibility commitment, standards, supported features, limitations, and feedback.

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Brand and content

Copyright Policy

Ownership, permitted use, reporting infringement, user submissions, and enforcement.

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Still need help?

Send the details that help us solve it faster

For order support, include the order number, delivery timing, clear photos, and what you observed. For product selection, include the system, livestock or target organism, current routine, and goal.

Contact customer support Explore the Knowledge Hub