Shipping & DOA Policies
Dry Goods Shipping Rate (Canada Wide)
Additional fees apply to heavy, bulky or over sized items.
- Canada $17.95
Livestock Shipping Fees
Fish, Corals and Inverts are shipped on Tuesdays only.
Livestock shipping fees are in addition to dry goods shipping rates.
- Alberta $60
- British Colombia $50
- Manitoba $50
- Maritimes $60
- Ontario $35
- Saskatchewan $50
- Quebec $40
"Arrive Alive Guarantee"
Our "Arrive Alive Guarantee" assures you of the safe arrival of your aquatic companions. We are committed to a 100% guarantee that your animals will arrive in a healthy state. In the unlikely event of a loss, should any of your creatures arrive deceased, kindly capture a photograph of them while still in the shipping bag and promptly forward it to us. We will promptly issue a credit for the affected animals upon receiving the necessary documentation.
Please note that credit will not be provided without a corresponding photograph of the animal in its shipping bag. Additionally, it's important to acknowledge that, as a dedicated firefighter, unforeseen emergencies may occasionally necessitate a one-day delay in shipping your package, and we kindly ask for your understanding in such exceptional circumstances.
Sustainable Shipping Practices
Our shipping policy emphasizes sustainability and reliability; To enhance the security of your shipment, we exclusively utilize FedEx for all deliveries. For your convenience and to minimize potential losses, we strongly recommend shipping to your local FedEx Depot and arranging for package pickup at that location, as most losses tend to occur during transit between the depot and your residence. In most cases, due to the sensitive nature of shipping live fish and our commitment to sustainable practices, we will ONLY ship live animals (fish, corals, inverts) to a pre-determined FedEx depot; we WILL NOT ship live animals directly to your home.
We love your fishies, and we hope you will be willing to provide the extra work to ensure their health.
Winter Shipping Policies
During winter livestock shipping, it's important to ensure adequate space in the livestock boxes to maintain the efficient functioning of the heat packs. Eat packs rely on a chemical reaction that requires oxygen to generate heat. To guarantee the well-being of your aquatic companions, allowing sufficient room in the box is crucial. Although the box might seem larger than expected, this extra space ensures the heat pack continues to work until delivery, prioritizing the health of your beloved fish. Any additional shipping costs are considered secondary to safeguarding the health and safety of your aquatic friends.
Other Shipping Policies
To clarify several key aspects of our shipping and refund policies:
Firstly, it's important to note that no refunds or credits will be issued for shipping under any circumstances. Shipping is exclusively available to the billing address or a FedEx Depot. Prices are subject to change, and we kindly ask for your understanding in the rare event of a pricing error due to our primary focus of caring for your aquatic companions. Please be aware that we do not ship to PO boxes or apartments; arrangements should be made to have shipments sent to your local FedEx Depot for your convenience.
We take great care in ensuring the safe transport of our treasured animals, using heavy-duty bags to prevent leaks, Styrofoam boxes with cardboard shells, and heat packs as needed based on environmental conditions. FedEx offers next-day shipping Monday through Thursday, and we do not recommend Saturday delivery due to a higher rate of late shipments.
It's important to note that we do not ship any products, live or dry goods, outside of Canada due to the complexities and expenses involved in exporting live stony corals, which require CITES paperwork.
While we strive to ensure prompt shipping, please be mindful that, as an Assistant District Chief Fire Investigator, unforeseen local fire emergencies may occasionally necessitate a one-day delay in shipping your package. We kindly request your understanding in such rare instances.
Lastly, if you decide to cancel an order, please be aware that you will be refunded the order amount minus the 3% credit card/PayPal processing fee, as processors do not refund this fee under any circumstances.
Please note that all product warranty concerns are to be directed to the manufacturer of the product. Sustainable Marine Canada Inc is not responsible for any defective products as all of our products are shipped in new condition. Please ensure that you are aware of the manufacturer warranty terms before placing the order.
- Sustainable Marine Canada will make every effort to ensure the health of your Livestock. Sometimes unforeseen and unfortunate events occur.
- Sustainable Marine Canada will provide a store credit for any DOA fish, coral or invertebrate.
- For all DOA claims, we require you send us a photo/video of the item still in the bag within 2 hours of delivery. Do not discard the animal right away, send the photos first
- Our DOA policy applies to all online orders. Your parameters need to be within tolerable limits. Do NOT order livestock if your tank is still cycling
- Sustainable Marine Canada will issue a coupon code to use anywhere on the site if a livestock item requires replacement. The coupon codes never expire. Unfortunately, we can NOT ship out individual replacement orders.
- Send us an email to engage the guarantee. Your credit will be available to you by entering the issued code in the coupon code box when checking out a future order.
- There is NO DOA policy if delivery is attempted and no one is there to receive it.
- We ship all livestock to withstand 2 days of travel although all orders are booked to arrive the arrive next day. We are NOT responsible for orders left in inappropriate temperatures. You need to make arrangements to ensure someone is there to receive the order.
- By making a purchase from our website you are agreeing that you have read and agree to these policies.
- All sales of livestock are final. Once livestock orders are placed they can not be cancelled, modified or substituted.
- Livestock orders are shipped on Tuesdays.
- Clients are responsible for providing a safe and accurate shipping address. Please double check your address in your order confirmation.
- We can NOT ship to PO Box addresses
- Ensure livestock is shipped to an address where someone can receive it, we are not responsible for packages left exposed to the elements.
- We have no control over of the shipping process. You must contact the shipping company's customer service department to help track your order. We have no inside track on that information.
- We do NOT refund shipping costs.
- No guarantees on colour accuracy as they may slightly vary from WYSIWYG items due to your lighting and tank environment.
- No refund for any livestock losses that occurs during or after your acclimation process
- If a livestock item is not up to our standards we will not ship it and a refund will be issued for that item.
Dry Goods Return Policy
We do not accept returns on products that have been opened or used.
If your products are still in its original packaging, then you may return the products under the following conditions:
- All returns and/or exchanges must be made within 7 days of receipt of product
- Sustainable marine Canada Inc is not responsible for return shipping. Return shipping charges will be paid by the customer returning the products.
- The real costs of shipping will be deducted from the refund. This also includes orders that qualified for free shipping.
- Special orders are NOT returnable
- Sustainable Marine Canada Inc reserves the right to charge a non-refundable restocking fee of 20% of the value of the products being returned.
- Refusal to accept a package for any reason will result in a restocking fee of 20% and the buyer will be responsible for paying the shipping charges both ways.
- Frozen/leaking/damaged items due to freezing are not covered by Sustainable Marine Canada or any of the couriers.
- Any item/order that is discounted and/or is on sale is considered final sale