Frequently Asked Questions
Ordering and payment
What payment methods do you accept?
You can pay by credit or debit card, Apple Pay or Google Pay or PayPal. Payments are processed securely by Airwallex, and we never see or store your full card details.
Is checkout secure?
Yes. Pages are served over HTTPS and payments are handled on Airwallex's secure payment page. Your card number never touches our servers.
Do you offer discounts?
Sale prices are shown on each product page next to the regular price. They are applied automatically, so there is no code to enter.
Can I change or cancel my order?
Contact us as soon as possible. If the order has not yet been sent to the warehouse we can usually change or cancel it. Once it has shipped it cannot be canceled.
Will I get an order confirmation?
Yes. A confirmation is sent to the email address you enter at checkout, followed by a shipping notification with tracking when your parcel is on its way.
Shipping and delivery
How much is shipping?
Shipping is free on every order within the United States.
How long does delivery take?
Orders are typically processed within one to two business days. Transit time depends on your location and the carrier, and tracking is emailed once your order ships.
Do you ship outside the United States?
At present we ship to addresses within the United States only.
What if my order arrives damaged?
All sales are final, but we replace or refund goods that were damaged before delivery. Email help@sourcemaxlab.com within 7 days of delivery with your order number and photos of the product and the package.
Products and safe use
Are these products for humans?
No. Our fish medications are labeled for ornamental aquarium fish only. They are not for human use and not for fish raised for food. Bird products are for birds only.
Do antibiotics cure ich or fungus?
No. Antibiotics only work on bacteria. Ich and velvet are parasites and true fungal infections need an antifungal. See our guides on ich and on columnaris versus fungus.
How do I know which medication to choose?
Start with the symptoms, then compare classes in our antibiotic guide. Many keepers keep a first-line drug and a backup from a different class. A veterinarian familiar with fish can help you choose.
How do I use the medication?
Follow the directions printed on the product you receive. Treat in a hospital tank where possible and complete the full course.
Can I use these on shrimp, snails or invertebrates?
Many medications, and especially copper, can harm invertebrates. Remove them before treatment and check each product's label.
Do I need a veterinarian?
We recommend consulting a veterinarian, particularly for valuable fish, sick birds, or when you are unsure of the diagnosis. Laws and requirements for animal medications vary, and you are responsible for ensuring your use complies with the rules that apply to you.
Returns and support
What is your return policy?
We do not accept returns and we do not issue refunds. All sales are final. The only exception is goods damaged before delivery, which we replace or refund. See our Returns & Refund Policy for how to report damage.
How do I contact you?
Email help@sourcemaxlab.com. We aim to reply within one business day.
Still need help? Contact us.