Shipping Policy
**Shipping Area**
We ship exclusively within Canada. We do **not** ship to P.O. Boxes, and we do **not** ship internationally. Orders must have a valid physical Canadian address for delivery.
**Shipping Carrier and Services**
All orders containing **live fish, live aquatic plants, or other livestock** are shipped via **FedEx** using overnight or express services (such as FedEx Priority Overnight or equivalent) to ensure the fastest possible delivery and maximize the chance of live arrival. Dry goods only orders may use standard FedEx services at our discretion.
**Shipping Days and Cutoff Times**
– Live livestock orders (fish, plants, etc.) ship **Monday through Wednesday** only. This avoids weekend delays and reduces risks from carrier holdovers.
– Orders placed after [e.g., 12:00 PM CST] on Wednesday will ship the following Monday (or next available shipping day).
– We may hold orders during extreme weather (e.g., temperatures below -10°C or above 30°C in transit areas) to protect livestock. We’ll notify you if this occurs.
**Order Processing and Handling Time**
– Orders are processed within [1–2 business days].
– Live livestock orders may require additional time for health checks, proper acclimation, and packaging.
– We reserve the right to delay shipping if conditions are unsafe for live arrival.
**Shipping Costs**
– Shipping rates are calculated at checkout based on weight, dimensions, destination, and any required special packaging (e.g., insulated boxes, heat packs, or cool packs).
– Live shipments include mandatory packaging fees (e.g., double-boxing, oxygen bags, insulation, temperature control) which will appear as separate line items or combined into shipping.
– Rural, remote, or hard-to-reach locations may incur additional surcharges.
– Free shipping thresholds (if any) apply only to dry goods; live items are excluded.
**Live Arrival Guarantee (LAG)**
We stand behind our livestock with a **Live Arrival Guarantee**:
– Fish and live aquatic plants are guaranteed to arrive alive and in good condition, provided you follow these requirements:
– Someone must be available to sign for and receive the package immediately upon delivery (signature required; no leaving at door).
– Inspect the package **immediately** upon arrival (within 2 hours) and report any issues (dead/damaged DOA) via [email/phone] with photos of the unopened box, packaging, and affected livestock.
– Claims must be submitted within [2–4 hours] of delivery (or by end of business day if after hours).
– If a claim is approved, we will issue store credit or reshipment (at our discretion) for the value of the livestock only (shipping fees are non-refundable).
– The guarantee **does not** cover:
– Delays or issues caused by the carrier (FedEx).
– Customer failure to accept delivery promptly.
– Extreme weather delays beyond our control.
– Improper acclimation or care after arrival.
– Stress-related losses after the first 24 hours.
– All sales of live fish, plants, and livestock are **final**. No refunds or returns on live items.
**Packaging and Labeling**
We use industry-standard packaging for live shipments:
– Double-boxed with insulation.
– Fish in breathable, oxygen-filled bags with water.
– Plants wrapped to prevent damage and moisture loss.
– Temperature control (heat or cool packs) added when necessary.
– Boxes clearly labeled “Live Fish” / “Live Aquatic Plants” with species/quantity per FedEx requirements.
**Important Customer Responsibilities**
– Provide a **correct, deliverable address** (wrong addresses may result in return at your expense or loss).
– Be available to receive and sign for the package on the scheduled day.
– Acclimate livestock properly upon arrival (follow any included instructions).
– We are not responsible for losses due to carrier delays, customs (not applicable for domestic), extreme weather, or post-delivery care.
**Changes to Policy**
We may update this policy at any time. The version on our website at the time of purchase applies.
By placing an order with live items, you acknowledge and agree to these terms.
