Shipping policy
Shipping policy
All orders are processed within 3 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped or when it is ready for pick up. If we require additional information (in the case of livestock), we may contact you additionally through email or phone.
In the event of Dead-on Arrival (DOA), we offer a 100% guarantee. See Dead on Arrival (DOA) Guarantee below.
We will NOT knowingly ship an unhealthy fish. We always handpick the best and healthiest fish out of our selections for our fellow fish keepers.
Shipping
Shipping of livestock is carried out through DHL or FedEx Priority Overnight. Due to the nature of livestock, we ship using the fastest methods available to ensure they are healthy and alive. All shipments of livestock are packaged into an insulated shipping box, plus a heat pad (during winter months). Shipping price is fixed based on the weight of the fish plus volume of water. We may cancel your order if the carrier cannot deliver within 24 hours. If your shipment requires more than 1 box, we will send you an updated invoice according to your order.
We recommend shipping through WestJet to ensure the best conditions for your fish on arrival.
FedEx Priority Overnight: We will contact you for an available time slot and book your shipment. You must be present during delivery time. Otherwise, we cannot provide our dead on arrival guarantee (see below).
Please check that FedEx offers 1 day delivery in your area for shipments of LIVESTOCK. We may cancel orders that do not qualify for 1 day delivery due to the health and safety of your fish. Or if you would like to keep your order, we offer pickup at your nearest airport or store credit for pickup in store.
Shipping for supplies and merchandise are carried out through USPS. We may also use UPS/FedEx depending on the circumstance. Please see in checkout for available options.
FedEx Priority Overnight shipping DOES NOT accept deliveries to a PO box. We cannot ship any livestock to a PO box location.
Shipping Rates
If your shipment requires more than 1 box, we will send you an updated invoice according to your order. In the case that your area is a remote region that we are unable to deliver to within 24 hours, your order will not be fulfilled and will be canceled with a full refund.
| Country | USPS/UPS (recommended*) | FedEx Priority Overnight (most metropolitan areas) |
| USA (within 200km of GTA) | $70 | |
| Europe | $200 | |
| United Emirates | $140* | $150 (Within 24 hours) |
| Asia | $160 | $180 |
|
South America |
$200 | $140 |
| Australia | $200* | $200 |
| United Kingdom | $200* | $200 |
For shipping rates that significantly exceeds costs, we will refund the difference, net of handling costs.
If you live in these areas, we may be unable to deliver to you (updated as of 10-28-2022):
In-store pickup
Online order and pick up is free for all orders.
You can skip the shipping fees with free local pickup at our physical location in USA/CA. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 to 2 business days. We will send you an email when your order is ready along with instructions.
Our in-store pickup hours are 11am – 7pm during weekdays or 10am – 6pm during weekends. Please have your order confirmation email with you when you come.
International Shipping ** Merchandise and Supplies ONLY
We offer international shipping worldwide for our merchandise and supplies. We DO NOT ship our live stock internationally.
Shipping charges for your order will be calculated and displayed at checkout.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Mississauga Aquarium is not responsible for these charges if they are applied and are your responsibility as the customer.
International Shipping ** Livestock
If you are looking to ship any live fish or plants to anywhere outside of USA/Canada, please contact us to request an order.
Dead on Arrival (DOA) Guarantee
Every shipment we send comes with our 100% Dead on Arrival Guarantee, free of any extra charge (excluding shipping). This means that if your order arrives with any issues that are out of your control, we will replace the order at no charge excluding shipping fees (depending on our remaining stock), or offer store credit in the amount of the loss up to the amount ordered (Our guarantee does not cover any extra livestock that are sent). That is, 100% of the AFFECTED fish will be covered by us. In special circumstances or if it does not appear that we can send more animals to you without significant risk to their lives, we can offer you a refund. If these conditions are not met by the customer the guarantee is voided. All forms of guarantees are up to our discretion.
There are four conditions to our Dead on Arrival Guarantee.
1. The shipment must be received on the first delivery attempt, or be picked up within 4 hours of the first delivery attempt. If you miss the delivery and the package is delayed a 4 hours or more because of it, we cannot accept responsibility for any losses. It is your responsibility to check the tracking number for delivery, even if Fedex does not leave a “pink slip” notifying you they tried to deliver the package.
2. The shipment must be sent to the correct delivery address, and not forwarded to another address unless still delivered the same day. Forwarding of packages results in an extra day or more in transit. NOTE: If Fedex forwards your shipment in error, we do cover that type of mistake. However, if we call your local Fedex and there is a mail forward on file, our Dead on Arrival Guarantee is voided.
3. In the event of a DOA plant or animal, we REQUIRE a clear digital picture/video of the fish in question before replacement/store credit/refund is issued. This picture/video can be sent to us by replying to the tracking email you received, or by sending it as an attachment in a new email. Also provide proof that this is your video (hold or place a paper with your full name in the video).
4. All claims must be made and or brought to our attention via email at info@arowanafishforsale.com within 4 hours of the package being delivered.
5. Claims submitted over 8 hours after delivery will not be considered DOA and if approved, will be refunded for up to 50% of the value of the affected fish.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 20 days of receiving your shipping confirmation email, please contact us at info@arowanafishforsale.com with your name and order number, and we will look into it for you.
Refunds, returns, and exchanges (DOES NOT APPLY TO LIVESTOCK)
We accept returns up to 15 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount (shipping excluded).
In the event that your order arrives damaged in any way, please email us as soon as possible at info@arowanafishforsale.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don’t hesitate to contact us at info@arowanafishforsale.com