FAQ's

Frequently Asked Questions


Jump to a section:



Hours of Operation


Incredible Aquarium is an Online Company, with Warehouses and a Coral Aqua Culture Facility

*** Online Order and Custom Order Pick ups, by appointment only, Monday - Friday. Please call 519-471-8300 to make an appointment.

*** SATURDAY and SUNDAY 11:30 a.m. - 3:00 p.m. (Ordering ahead highly recommended.)



Shipping & Returns



  • Livestock Shipping, Tuesdays and Wednesdays

    Select Table Rate when ordering Livestock Online. (Some Postal Codes are Excluded, for Dimensional Weight less than 7kg. or 15lbs.* )
    Our System will calculate your shipping cost for you.

    $44.99 table rate for Next Day shipping on orders $0.00 to $99.99*

    $39.99 table rate for Next Day shipping on orders $100.00 to $199.99*

    $34.99 table rate for Next Day shipping on orders $200.00 to $299.99*

    $29.99 table rate for Next Day shipping on orders $300.00 to $399.99*

    FREE Next Day shipping on most Livestock orders over $399.99*

    SAME Day Air (Up to 37 lbs.) Add $100.00 Please add your request to the comments box during check out if you would like this service added.


    *Bulky Heavy Livestock Orders, defined as more than 7 kg. or 15 lbs., such as Liverock or those requiring Extra Water eg. Many Saltwater fish, Large Saltwater Fish or Large Coral Colonies will cost a little more.



    Dry-Goods Shipping Costs. (Some Postal Codes are Excluded):

    Select Flat Rate when ordering Drygoods online.

    $20.00 flat rate shipping on most orders $0.00 to $399.99* (Some Postal Codes are Excluded. Additional charges if your order weighs more than 7 kg./15 lbs.) FREE Shipping on orders over $399.99*

    *Bulky Heavy Orders weighing more than 7kg./15lbs., such a boxes or buckets of salt, large pumps, light fixtures or large protein skimmers will cost a little more. We will notify you if there is any change to your shipping cost.



    Important! You MUST let us know if you are outside UPS or FEDEX' normal delivery areas. Failure to do so may substantially delay the delivery of your shipment, and void our "Arrive Alive" guarantee. "Arrive Alive Guarantee" is found on the front page of our website under "Shipping and Returns".

    Secondly, You MUST be available to receive your order on our first attempt to deliver or within 3 hours after your order arrives by air, if shipped in this manner.


  • Our Truck Deliveries are free to Toronto, (west of Yonge St.), Mississauga, and Kitchener/Waterloo, Ontario, for most purchases of aquarium supplies and livestock, over $200.00. Delivery schedule.....as per orders requested. (A charge will apply for purchases of glass bulbs, large, bulky or heavy items weighing more than 7 kg./15lbs., such as large protein skimmers, heavy pumps, multiple pails of salt, rock, sand, aquarium kits, large glass aquariums and stands)

  • Shipping is Free, in Canada, for most Drygood purchases over $400.00. (Additional charges for freight and insurance may apply for bulky and/or heavy items. over 7kg./15lbs. You will be notified of any charges before your order is processed.)

  • Incredible Aquarium NOW SHIPS glass aquariums and aquarium stands. (Ask for a quote) Orders for glass aquariums and aquarium stands can also be picked up at our warehouse just north of Toronto Ontario. Local Deliveries can be arranged for orders within 60km from our warehouses.

  • Not all items are in stock at our warehouse location, 2018 Mallard Rd., London ON. Many items may be drop shipped from a distributer, are in transit from a supplier or need to be picked up from our central warehouse to fill your order. If you wish your order to be held for pick up at our warehouse, please confirm ahead of time. There are no charges for picking up your order at our warehouse locations.

  • Incredible Aquarium delivers dry goods via Incredible Aquariums delivery vehicles, or ships Canada Post or Fed Ex (dependent on the most cost effective manner) unless otherwise specified at the time the order is placed. Upon request, we will deliver or ship your dry goods as per your specifications (courier, airlines, etc).

  • Dry goods are shipped with full insurance according to the carriers policy. Insurance will be added to all orders at a cost of $.00 for the first $100.00, and $2.00/$100.00 thereafter. Please note that insurance is provided by the carrier of choice, not Incredible Aquarium, unless the Incredible Aquarium company delivery is used.

  • Bulky/Heavy item Shipping rates are calculated after order check-out, while your order remains in Pending. Incredible Aquarium reserves the right to adjust shipping costs accordingly if required. Please note that if the shipping cost is more than stated on the website at time of check out, you will be contacted for confirmation before your order is Processed.

Returns and Exchanges


  • All dry good returns and/or exchanges must be made within 7 days of receipt of product.

  • Products may only be returned unused, and in original unopened packaging.

  • Incredible Aquarium reserves the right to charge a non-refundable 15% restocking charge for any/all returned merchandise (excluding exchanges).

  • Incredible Aquarium will not be responsible for return shipping charges.

  • Original shipping charges are non-refundable.

  • Before returning/exchanging any goods, we require that you authorize your return with Incredible Aquarium. Any items returned without our authorization will be declined.

  • In the event that your order is damaged by the carrier, a claim will be filed with the carrier company. Upon approval of the claim by the carrier, your original order will be re-shipped to you at no additional cost. If you wish to return the damaged goods for a refund or credit, the 15% restocking charge will be applied.

  • Incredible Aquarium puts in a lot of effort locating, Importing, and Quarantining (where applicable) your ordered items and will not be held responsible for any/all shipping delays that may occur from time to time during this process. Any Order Cancellation during this period is subject to a 15% cancellation fee.

  • Special order & sale items are not returnable under any circumstances.




Gift Cards/Certificates


Click here to view our Gift Card/Certificate FAQ



Conditions of use


Incredible Aquarium and its associates provide their services to you subject to the following conditions. If you visit or shop within this website, you accept these conditions. Please read them carefully.


PRIVACY


Please review our Privacy Notice, which also governs your visit to our website, to understand our practices.


ELECTRONIC COMMUNICATIONS


When you visit Incredible Aquarium.com, Incredible Aquarium Online.com or send e-mails to us, you are communicating with us electronically. You consent to receive communications from us electronically. We will communicate with you by e-mail or by posting notices on this site. You agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.


COPYRIGHT


All content included on this site, such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, is the property of Incredible Aquarium or its content suppliers and protected by Canada and international copyright laws. The compilation of all content on this site is the exclusive property of Incredible Aquarium, and protected by Canada and international copyright laws. The software application provider and author for "Zen Cart", is used under the GNU GENERAL PUBLIC LICENSE and all original authorship and credit for Zen Cart remains the intellectual rights of www.zen-cart.com


LICENSE AND SITE ACCESS


Incredible Aquarium grants you a limited license to access and make personal use of this site and not to download (other than page caching) or modify it, or any portion of it, except with express written consent of Incredible Aquarium. This license does not include any resale or commercial use of this site or its contents: any collection and use of any product listings, descriptions, or prices: any derivative use of this site or its contents: any downloading or copying of account information for the benefit of another merchant: or any use of data mining, robots, or similar data gathering and extraction tools. This site or any portion of this site may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without express written consent of Incredible Aquarium. You may not frame or utilize framing techniques to enclose any trademark, logo, or other proprietary information (including images, text, page layout, or form) of Incredible Aquarium and our associates without express written consent. You may not use any meta tags or any other ":hidden text": utilizing Incredible Aquarium name or trademarks without the express written consent of Incredible Aquarium. Any unauthorized use terminates the permission or license granted by Incredible Aquarium. You are granted a limited, revocable, and nonexclusive right to create a hyperlink to the home page of Incredible Aquarium so long as the link does not portray Incredible Aquarium, its associates, or their products or services in a false, misleading, derogatory, or otherwise offensive matter. You may not use any Incredible Aquarium logo or other proprietary graphic or trademark as part of the link without express written permission.


YOUR MEMBERSHIP ACCOUNT


If you use this site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password. If you are under 18, you may use our website only with involvement of a parent or guardian. Incredible Aquarium and its associates reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders in their sole discretion.


REVIEWS, COMMENTS, EMAILS, AND OTHER CONTENT


Visitors may post reviews, comments, and other content: and submit suggestions, ideas, comments, questions, or other information, so long as the content is not illegal, obscene, threatening, defamatory, invasive of privacy, infringing of intellectual property rights, or otherwise injurious to third parties or objectionable and does not consist of or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings, or any form of ":spam.": You may not use a false e-mail address, impersonate any person or entity, or otherwise mislead as to the origin of a card or other content. Incredible Aquarium Inc. reserves the right (but not the obligation) to remove or edit such content, but does not regularly review posted content.


If you do post content or submit material, and unless we indicate otherwise, you grant Incredible Aquarium and its associates a nonexclusive, royalty-free, perpetual, irrevocable, and fully sublicensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such content throughout the world in any media. You grant Incredible Aquarium and its associates and sublicensees the right to use the name that you submit in connection with such content, if they choose. You represent and warrant that you own or otherwise control all of the rights to the content that you post: that the content is accurate: that use of the content you supply does not violate this policy and will not cause injury to any person or entity: and that you will indemnify Incredible Aquarium or its associates for all claims resulting from content you supply. Incredible Aquarium has the right but not the obligation to monitor and edit or remove any activity or content. Incredible Aquarium takes no responsibility and assumes no liability for any content posted by you or any third party.


RISK OF LOSS


All items purchased from Incredible Aquarium are made pursuant to a shipment contract. This basically means that the risk of loss and title for such items pass to you upon our delivery to the carrier.


PRODUCT DESCRIPTIONS


Incredible Aquarium and its associates attempt to be as accurate as possible. However, Incredible Aquarium does not warrant that product descriptions or other content of this site is accurate, complete, reliable, current, or error-free. If a product offered by Incredible Aquarium itself is not as described, your sole remedy is to return it in unused condition.


DISCLAIMER OF WARRANTIES AND LIMITATION OF LIABILITY


THIS SITE IS PROVIDED BY Incredible Aquarium ON AN ":AS IS": AND ":AS AVAILABLE": BASIS. Incredible Aquarium MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE OPERATION OF THIS SITE OR THE INFORMATION, CONTENT, MATERIALS, OR PRODUCTS INCLUDED ON THIS SITE. YOU EXPRESSLY AGREE THAT YOUR USE OF THIS SITE IS AT YOUR SOLE RISK.


TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, Incredible Aquarium DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. Incredible Aquarium DOES NOT WARRANT THAT THIS SITE, ITS SERVERS, OR E-MAIL SENT FROM Incredible Aquarium ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. Incredible Aquarium WILL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND ARISING FROM THE USE OF THIS SITE, INCLUDING, BUT NOT LIMITED TO DIRECT, INDIRECT, INCIDENTAL, PUNITIVE, AND CONSEQUENTIAL DAMAGES.


CERTAIN STATE LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MIGHT HAVE ADDITIONAL RIGHTS.


APPLICABLE LAW


By visiting Incredible Aquarium, you agree that the laws of Ontario, without regard to principles of conflict of laws, will govern these Conditions of Use and any dispute of any sort that might arise between you and Incredible Aquarium or its associates.


DISPUTES


Any dispute relating in any way to your visit to Incredible Aquarium or to products you purchase through Incredible Aquarium shall be submitted to confidential arbitration in Ontario, except that, to the extent you have in any manner violated or threatened to violate Incredible Aquarium intellectual property rights, Incredible Aquarium may seek injunctive or other appropriate relief in any province or federal court in Ontario, and you consent to exclusive jurisdiction and venue in such courts. Arbitration under this agreement shall be conducted under the rules then prevailing of the American Arbitration Association. The arbitrators award shall be binding and may be entered as a judgment in any court of competent jurisdiction. To the fullest extent permitted by applicable law, no arbitration under this Agreement shall be joined to an arbitration involving any other party subject to this Agreement, whether through class arbitration proceedings or otherwise.


SITE POLICIES, MODIFICATION, AND SEVERABILITY


Please review our other policies, such as our Shipping and Returns policy, posted on this site. These policies also govern your visit to Incredible Aquarium, IncredibleAquarium.com. We reserve the right to make changes to our site, policies, and these Conditions of Use at any time. If any of these conditions shall be deemed invalid, void, or for any reason unenforceable, that condition shall be deemed severable and shall not affect the validity and enforceability of any remaining condition.




PRIVACY POLICY


Incredible Aquarium knows that you care how information about you is used and shared, and we appreciate your trust and want you to feel confident in our services and security as it relates to your personal information. This notice describes our privacy policy. By visiting Incredible Aquarium.com, and Incredible Aquarium Online.com you are accepting the practices described in this Privacy Notice.


What Personal Information About Customers Does Incredible Aquarium Gather?


The information we learn from customers helps us personalize and continually improve your shopping experience at IncredibleAquariumOnline.com. Here are the types of information we gather.


  • Information You Give Us: We receive and store any information you enter on our Web site or give us in any other way. You can choose not to provide certain information, but then you might not be able to take advantage of many of our features. We use the information that you provide for such purposes as responding to your requests, fulfilling orders, customizing future shopping for you, improving our store features, and communication with you.

  • Automatic Information: We receive and store certain types of information whenever you interact with our website. For example, like many web sites, we sometimes use "cookies," and we obtain certain types of information when your Web browser accesses our website.

  • E-mail Communications: To help us make e-mails more productive to improve service and your shopping experience, we sometimes send you newsletters of our services and products, notifications of changes to our policies, and order confirmations. If you do not want to receive e-mail from us, other than order notifications and receipts, please adjust your "Subscription" preferences by logging into your account.

What About Cookies?


Cookies are alphanumeric identifier text files that we transfer to your computers hard drive through your Web browser to enable our systems to recognize your browser and to provide features such as storage of items in your Shopping Cart between visits.


Does Incredible Aquarium Share the Information It Receives?


We respect your privacy and appreciate your business. At no time do we ever provide your account contact or payment information to any third party vendor, associate or service provider unless absolutely neccessary in order to complete your transaction and order.


How Secure Is Information About Me?


We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you provide to us for purchasing of our products or services. We reveal only the first and last 4 digits of your credit card numbers when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing. It is important for you to protect against unauthorized access to your password and to your computer. Be sure to sign off when finished using a shared computer by clicking the "log off" link located in the side menu.


Which Information Can I Access?


Incredible Aquarium gives you access to a broad range of information about your account and your interactions with us for the limited purpose of viewing and, in certain cases, updating that information.


Conditions of Use, Notices, and Revisions


If you choose to visit Incredible Aquarium.com, your visit and any dispute over privacy is subject to this Notice and our Conditions of Use, including limitations on damages, arbitration of disputes, and application of the law of the state of our local state. If you have any concern about privacy of your personal information as used and collected within our website, please send us a thorough description by clicking on the "Contact Us" link on the side menu, and we will try to resolve it.


Our business changes constantly, and our Privacy Notice and the Conditions of Use will change also. We may e-mail periodic reminders of our notices and conditions, unless you have instructed us not to, but you should check our Web site frequently to see recent changes. Unless stated otherwise, our current Privacy Notice applies to all information that we have about you and your account. We stand behind the promises we make, however, and will never materially change our policies and practices to make them less protective of customer information collected in the past without the consent of affected customers.


Information You Give Us


You provide most such information when you search, buy, order, post reviews, or other methods of communication via our website or email to IncredibleAquarium.com. As a result of those actions, you might supply us with such information as your name, address, and phone numbers, and credit card information.


Automatic Information


For security purposes Incredible Aquarium sometimes collects and analyzes the Internet protocol (IP) address used to connect your computer to the Internet, and to our website. This is done for your protection for tracking purposes in the unfortunate event that someone gains access to your personal or financial information and opens an account, or makes purchases under your name.


Questions


Questions regarding our Conditions of Usage, Privacy Policy, or other policy related material can be directed to our support staff by clicking on Contact Us