Shipping & DOA Policy

Local Pickup

1. Orders are typically ready for pick up shortly after your online order has been processed.
2. Orders can be picked up at any time during normal store hours (Tuesday-Saturday 12-8 and Sunday 12-5)
3. When you arrive at the store please give us your order number and we will pack your items for you
4. If you have a large order or are in a hurry you can give the store a call at 416-639-7499 when you are on your way and we will begin packing the order before you arrive
5. The less time your livestock spends in bags the better - so we prefer to pack as close to pick up time as possible

Shipping

1. Orders will be shipped Tuesday and Wednesday for live fish and Monday to Friday for dry goods. Once we ship the orders you will receive an email notification with the FedEx tracking number that will let you know that the order has been shipped.
2. Orders will be prepared after all payments have cleared and may take 3 days to process. Payments received after 8PM EST on Wednesday, Thursday and Friday will be shipped the following Tuesday. Payments received on Saturday and Sunday, orders will be ship on Tuesday of the upcoming week.
3. finatics aquarium has no control over delays of packages in the shipping process. We do our best to assist our customers regarding missing packages.
4. Orders will be shipped to the address given at checkout.
5. finatics aquarium DOES NOT ship to P.O. Box addresses.
6. finatics aquarium WILL NOT refund orders that were given insufficient, inaccurate, or invalid addresses.
7. NO REFUND on shipping cost for any reasons.
8. Free shipping applies to dry goods orders only over $150. Animal and plant shipments are subject to shipping rates based on location and in the case of plant shipments, how many plants are to be shipped. Free shipping is also subject to surcharges. For locations not serviced by regular courier routes and for oversized and heavy items like frozen and include substrates, overflows and large equipment and items requiring fluorescent light tubes as examples.
9. Live arrival guarantee is not available for some delicate species, invertebrates and aquatic invertebrates.
10. At the present time we can only send fish orders to locations that are directly served by Fed Ex Express Priority. The customer is notified when Fed Ex Express reaches your area and not passed off to a secondary delivery service. Locations that may take up to three days cannot be sent as the time in transit for the fish will be too long.

Delivery Rates

Some rural locations seeing $10 to $40 surcharge

Heavy, oversized and rural locations will also see surcharges that can be as much as double the original shipping rate.

DOA Policy

All orders must have video of the unopened box being cut open.

Unopened bag showing the DOA.

Video of any DOAs must be sent to us within 2hr of delivery confirmation by carrier. After receiving your video we will advise what to do with the DOAs, do not discard until instructed.

1. All authorized DOAs will be issued a store credit that can be applied to any future livestock purchase. (no refunds)
2. We are not responsible for DOAs due to carrier delay.
3. If an animal(s) is (are) dead on arrival we will replace the animal(s) or offer a substitute of equal value if a replacement can’t be given. If we do not have a replacement of equal value we will offer a gift card for the value of the animal. The animal(s) covered by the customer will not be pay for the shipping of the replacement animal(s). The customer MUST notify us immediately and provide photographic evidence. If we do not hear from you within 2 hours of the animal(s) being received, we will assume the animal(s) have arrived alive and are in good health.
4. The customer is responsible for the husbandary after they take possession of the animal(s). We have no control over care once the animal(s) is in the possession of the customer.
5. We have no problem providing advice to our customers on the best way to care for their pets. We also recommend that some research be done on your purchase before buying to ensure that the animal(s) can be properly cared for. Please reach out to us and we will provide guidance.
6. finatics aquarium is not responsible for aftercare of any plant purchased from us. The customer is responsible for all aspects of proper culture of plants once purchased. We will provide as much information as we possibly can for the planting(s) that is the shop we have no control of care and culture of the plant(s) once planted. It is the responsibility of the customer to research proper care and culture of plants they have purchased.
7. All inquiries into which species are not covered under the live arrival guarantee should be sent to info@finatics-aquarium.ca