AQUAPLANTZ — Shipping Policy

www.aquaplantz.com | hello@aquaplantz.com | Markham, Ontario, Canada

At Aquaplantz, we understand that live aquatic plants, shrimp, and fish require special care during transit. Our shipping practices are designed to protect your livestock while ensuring timely delivery. Please read this policy carefully before placing your order.

 

---

 

1. Service Area

• Canada-Wide Shipping — All provinces and territories (conditions may apply for remote areas)

• Local Delivery — Available within the Greater Toronto Area (GTA), including Markham and surrounding cities

• In-Store Pickup — Available at our Markham, Ontario location

• International Shipping — Not currently available

⚠️ Remote areas (Northern Ontario, Nunavut, Northwest Territories, Yukon, etc.) may have limited shipping options or extended transit times. Please contact us before placing your order to confirm availability.

 

---

 

2. Shipping Methods & Estimated Delivery Times

Standard Shipping (Live Plants Only)

 

---

 

Express Shipping (Live Shrimp & Fish)

All orders containing live shrimp or fish are shipped via express or overnight courier to minimize transit stress. This option may be mandatory depending on your location.

 

---

 

Local Delivery (GTA)

• Available Tuesday through Saturday

• Orders placed before 10:00 AM may qualify for same-day delivery (subject to availability)

• Delivery fees are calculated at checkout based on postal code

• A delivery window will be provided via email or SMS

 

---

 

In-Store Pickup

• Free of charge

• Tuesday: 5:00 PM – 7:00 PM

• Friday & Saturday: By appointment (confirmation required)

• You will receive an email notification when your order is ready

• Please bring your order confirmation at pickup

 

---

 

3. Shipping Rates

Shipping rates are calculated at checkout based on order weight, dimensions, and destination.

🌿 Free shipping on plant-only orders over $100 within Ontario (exclusions may apply)

 

---

 

4. Live Arrival Guarantee

Aquaplantz guarantees that all live plants, shrimp, and fish will arrive alive and in good health. If your livestock arrives dead on arrival (DOA), we will offer a replacement or refund, subject to the conditions below.

⚠️ The Live Arrival Guarantee applies only to express shipping and does not apply to standard shipping methods.

To Qualify:

• Packages must be opened and inspected within 2 hours of delivery

• Clear photo or video evidence must be submitted within 2 hours

• Packages must not be exposed to extreme temperatures (below 5°C or above 30°C)

• Claims are invalid if a slower shipping method was selected against our recommendation

• Claims must be submitted to hello@aquaplantz.com with your order number and supporting media

Exclusions:

• Customer unavailable after one or more delivery attempts

• Natural plant melt (normal transition process)

• Delays caused by carriers, weather, or other factors beyond our control

 

---

 

5. Packaging & Temperature Protection

We carefully package all orders to ensure safe transit:

• Livestock is shipped in insulated boxes with heat or ice packs depending on the season

• Plants are wrapped in moist material and sealed to maintain humidity

• Eco-friendly packaging is used whenever possible

⚠️ During extreme temperatures (below -5°C or above 32°C), shipments may be delayed.

🔥 Heat packs are included FREE on orders $150 CAD or more. For orders under $150, the appropriate heat pack will be added to your order at checkout based on your shipping distance.

 

---

 

6. Order Processing & Shipping Schedule

📦 Orders ship once per week (Wednesdays). Orders placed after the Tuesday cut-off will ship the following week.

 

---

 

7. Order Tracking

• Tracking information will be emailed once your order has been dispatched

• Orders can be tracked via the carrier or our website

• Customers are responsible for monitoring tracking and receiving deliveries promptly

If you do not receive tracking within 2 business days, contact:
hello@aquaplantz.com

 

---

 

8. Failed Delivery & Package Refusal

If a package is returned due to:

• Incorrect address

• Failed delivery attempts

• Customer refusal

Then:

• Re-shipping will require an additional shipping fee

• Live arrival cannot be guaranteed for returned items

• No refunds or replacements will be issued for losses due to failed delivery

Please ensure your shipping information is accurate before placing your order.

 

---

 

9. Weather & Seasonal Shipping Holds

To protect your livestock, shipments may be delayed during extreme weather conditions.

• Customers will be notified via email

• Most orders ship within 1–5 days once conditions improve

• Refunds are available upon request if you prefer not to wait

⚠️ We are not responsible for delays once the package has been handed to the carrier.

 

---

 

10. Contact Us

If you have any questions, please contact us:

• Email: hello@aquaplantz.com

• Website: www.aquaplantz.com

• Location: Markham, Ontario, Canada

• Hours: By appointment (please contact us to schedule)

---

 

We are a passionate team of aquarists and plant lovers. Your livestock matters to us — we’re committed to ensuring a safe and smooth delivery experience.

---

 

© 2025 Aquaplantz | www.aquaplantz.com