Shipping & Returns
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, and large, bulky or heavy items weighing more than 7kg./15lbs, such as large protein skimmers, heavy pumps, multiple pails of salt, rock, sand, aquarium kits, large glass aquariums and stands)
Dry-Goods Shipping Costs. (Some Postal Codes are Excluded):
Select Flat Rate when ordering.
$20.00 flat rate shipping for most orders $0.00 to $399.99* (Some Postal Codes are Excluded. Additional charges if your order weighs more than 7kg. 15lbs. ) FREE Shipping on orders over $400.00* (Some Postal Codes are Excluded)
* (Additional charges of freight and insurance will apply for large items, bulky and/or heavy items that weight more than 7kg./15lbs., such as large protein skimmers, heavy pumps, large light fixtures, boxes or buckets of salt etc. There is always an extra fee for packing and shipping Fluorescent Light Bulbs. You will be notified of any charges before your order is processed.
Incredible Aquarium NOW SHIPS glass aquariums and aquarium stands. (Our Flat Rate (Drygoods) or Table Rates (Livestock) are not applicable here. 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 all times, in either warehouse location. Many times, items are drop shipped from a distributer, may be in transit from a supplier to Incredible Aquarium or have to be picked up from our central wharehouse to fill your order.
Incredible Aquarium ships via UPS or Fed Ex (dependent on the most cost effective manner) unless otherwise specified at the time the order is placed. Upon request, we will 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.
Shipping Livestock (Tuesdays and Wednesdays)
We do everything possible to reduce stress on your livestock during shipping and to help ensure that everything arrives alive and healthy. Please read this page to learn more about how we pack up your orders, how we ship your livestock, shipping rates, and what shipping options are available.
We ship to all Canadian Provinces every Tuesday and Wednesday (Weather Permitting) . See Shipping Rates Below. Call or Email for Aquarium and Aquarium Stand Rates.
Order Preparation and Packing
Our preparation and packing procedures are the best in the business, and we use only the highest-quality shipping materials. Almost daily we receive comments from our customers that their new arrivals from Incredible Aquarium are packed as well as or better than any other livestock they have ever received ...
We use only high-quality, appropriately sized, shipping boxes for each order.
Inside the box we use a thick foam insulated cooler to protect your livestock.
Every coral is tripled-bagged to make sure nothing pokes through the bag.
Each bag contains plenty of water. Delicate corals are "floated" in the bag to prevent damage.
Any necessary heat or cold packs are then attached to the underside of the container lid, to help maintain the correct temperature for your livestock during transit.
Finally, the lid is secured on top of the styro-foam container and the box is closed using LOTS of tape to make absolutely sure that nothing gets in or out during shipping.
Live Arrive Guarantee
All livestock orders must be received and require a signature upon the first delivery attempt. Failure to do so will void our Live Arrive Guarantee unless an arrangement has been made before package is shipped out.
Please Note ! Saltwater fish and very sensitive inverts are not included in our Live Arrive Guarantee if your order is shipped by courier such as UPS or Fed Ex.
Fish and Inverts are included in our Live Arrive Guarantee when delivered by Incredible Aquarium or shipped using Same Day Air, such as Air Canada, West Jet etc. etc.
All DOA's MUST be reported within 3 hours of delivery, as time stamped by UPS, Fed Ex or Air Cargo, and a clear short video of the DOA fish must be sent to us immediately. Due to the sensitivity of saltwater fish and some inverts we only guarantee that they will arrive alive in the bag upon delivery. We do not guarantee anything once the bag has been opened or the fish and invert(s) have been introduced to the aquarium. Please notify us via email of any DOA (dead on arrival) within 3 hours of after delivery with a video(s) of the fish or picture of the invert(s) in the bag. Failure to do so will void our Live Arrive Guarantee.
Your claim will be honoured as a replacement of the same to be shipped with your next Livestock purchase. Shipping charges are not credited.
Delays due to weather, mechanical failures, etc, which result in loss will not be covered under Incredible Aquarium's Live Arrive Guarantee. Shipping destinations outside of normal UPS Express Routes making overnight shipments unlikely are not included. Always Check first.
Shipping Rates and Options (Livestock: Tuesdays and Wednesdays)
Livestock Shipping Table Rates (Some Postal Codes are Excluded, Box Weight Does Not Exceed 7kg. or 15 lbs.)
Select Table Rate when ordering any Livestock. 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*
*Bulky Heavy Livestock Orders, defined as weighing more than 7 kg. or 15 lbs., such as Liverock or those requiring Extra Water eg. Multiple Saltwater Fish or Large Saltwater Fish and Large Coral Colonies will cost a little more.
SAME Day Air (Up to 17kg or 37 lbs.) Add $100.00 Please add your request to the comments box during check out if you would like this service added. A quote can be provided for shipments heavier than 17 kg. or 37 lbs.
IMPORTANT. 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.
Returns and Exchanges
All drygood 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.