Shipping & DOA Policy

Local Pickup

1. Any order(s) can be picked up at the store weekdays between the hours of 12pm and 8pm but please give a call and give us a time frame as to when you will be coming so we can have your order ready.
2. Our phone number is 905-565-1232 and it is always best to ask for Mike the owner when dealing with online orders. If you need to pick up an order on weekends please call Mike the owner during the week to schedule a pick time so that we can make sure your order completed and ready for you.

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.
11. All livestock orders are shipped with minimum 1 heat pack that is supposed to work for 48 hours. when the weather is below 10 degrees celcius you are taking a risk on your order showing up dead so we advise you to check your temperatures for your area
12. We will NOT ship livestock out when temperatures are below 5 degrees celcius or 41 degrees fahrenheit as it is too much risk for loss of livestock.
13. When you receive your order and you unbox your order properly (see instructions on opening your box) and you get a dead fish it will be replaced on your next order.
14. We do not give refunds on livestock or on shipping. Unfortunately just like us you must pay for shipping again as "courier/shipping" costs are something that we have to pay also and we cannot incur additional shipping costs on replacement orders fully. Please call us if you need to discuss this.

Delivery Rates

We will let you know how much it will cost to deliver your package upon time of processing the order. Rates can vary due to courier strikes, distance and more but we will do our best to ensure your shipping rates are as low as possible.

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 issue a credit that we will keep on file at the store and apply any credit to your next purchase. 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