POLICIEs

Order Processing

  • We only ship to destinations within Canada.

  • After payment clears, please allow up to 3 business days for your order to be processed.

  • Payments made Wednesday at noon EST through Sunday will be prepared to ship the following week - Please contact us for custom delivery dates.

  • Double-check your shipping address at checkout — customers are responsible for supplying a correct, safe delivery address. We cannot refund packages delivered to the wrong address you provided.

  • For orders over $1,000 we perform a quick verification and we may ask for government-issued ID to confirm identity prior to processing to protect both you and our business. Once the order is cleared, we’ll proceed with fulfillment.

Shipping Terms

  • Orders ship to the delivery address entered at checkout. We do not ship to P.O. Boxes, nor to APO/FPO addresses.

  • Shipping charges are non-refundable.

  • Liability for lost, stolen, or misplaced packages during transit rests with the carrier (FedEx). We will support you with tracking info and filing claims, but FedEx handles investigations and compensation.

  • If FedEx determines there was no safe place to leave the package, we will not issue a credit.

  • Shipping delays may occur; we cannot guarantee transit times and have no control over carrier delays. We’ll assist where possible, but you may need to contact FedEx for immediate tracking help.

  • Claims are handled individually and can take up to 3 weeks while we wait for the carrier’s response. Filing a claim does not guarantee reimbursement from the carrier.

  • Minimum $100 to ship

  • Maritimes (Nova Scotia, New Brunswick and PEI)

    • Orders under $300 - Flat rate of $35

    • Orders over $300 - Free shipping

    • Please send email after placing order with desired drop off location via Maritime Bus

  • Canada Wide (excluding Nova Scotia, New Brunswick and PEI)

    • Orders under $300 - Flat rate of $100

    • Orders over $750 - Free shipping

Sales & Livestock Policy

  • All sales are final. We do not offer exchanges.

  • Coral colour may vary from on-screen images due to monitor settings, lighting, and tank conditions — colour differences are not grounds for return.

  • We do not provide credits for livestock mortality that occurs during or after your acclimation process.

DOA (Dead on Arrival) — What to Do

  • If an item arrives DOA, email photos/videos to us within 2 hours of carrier delivery confirmation. Do not discard the item until we instruct you.

  • You must provide video of the unopened bag with the DOA item.

  • Once we verify a DOA (with photos/video submitted within the 2-hour window), we’ll either replace the item (shipping not included) or issue a store credit for the item’s purchase price minus shipping. We do not give cash refunds.

  • Carrier delays that cause DOA are outside our control. We will help with the claim process, but we cannot be held responsible for carrier-induced losses.

  • If we cannot source a comparable replacement, we will issue a full store credit for the purchase value of the item.

  • Failure to report DOAs within the 2-hour timeframe voids any DOA guarantee.

  • No refunds on shipping fees.