Livestock Shipping & Live Arrival Guarantee

At AquaNova, the health and safe arrival of our livestock is extremely important to us. We take great care in preparing, packing, and shipping every livestock order.

Shipping Schedule & Practices

Shipping Days
Livestock orders are generally shipped on Mondays and Tuesdays. In some cases, orders may also ship on Wednesdays depending on destination, weather conditions, carrier schedules, and other circumstances.

No Same-Day Shipping
Livestock orders using UPS Express are not shipped on the same day they are placed. Only local orders using local delivery will be shipped same day if within the allotted time frame. See Local Delivery

Shipping Services

Our primary carrier for livestock shipments is UPS Express.

For eligible customers located within approximately 45 km of our store, we may also offer same-day local delivery through OnShip.ca

Shipping dates may be adjusted when necessary to help ensure the safest possible conditions for the livestock.

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DOA (Dead on Arrival) Policy

We Guarantee Live Arrival on ALL Our Fish

If a fish arrives DOA, please contact us at info@boutiqueaquanova.com within 2 hours of the carrier's posted delivery time on the first delivery attempt.

To qualify for our Live Arrival Guarantee, you must provide:

• 2 clear photographs showing the affected fish;

• The fish must still be inside the original, unopened shipping bag; and
• The photographs must be submitted within 2 hours of the posted delivery time, according to the carrier's tracking information.

Claims submitted outside this period or without the required photographs may not qualify for our Live Arrival Guarantee.

What Happens if a Fish Arrives DOA?

Any fish confirmed as DOA under the conditions above will be replaced or refunded.

It's that simple.

For small orders, such as an order consisting of only one pair of guppy, AquaNova may choose to issue a 100% refund of the affected fish rather than arranging a replacement shipment.

Total Loss

In the unlikely event that all livestock in an order arrives DOA, AquaNova will replace the affected livestock at no additional cost for the livestock itself.

The customer is responsible for the shipping cost of the replacement order.

For smaller orders, such as an order consisting of only one pair of guppy, AquaNova may instead issue a 100% refund of the livestock cost.

Important Conditions

Once livestock has arrived alive, AquaNova's Live Arrival Guarantee has been fulfilled. AquaNova cannot be responsible for losses that occur after successful live delivery, as many factors outside our control—including acclimation, water parameters, aquarium conditions, handling, compatibility, and stress—can affect the health and longevity of livestock.

Customers must follow the acclimation and care instructions included with their shipment.

• Shipping charges are non-refundable.

• All livestock sales are final and non-returnable.

• AquaNova reserves the right to determine whether an approved DOA claim will be resolved through a replacement, store credit, or refund, depending on the circumstances and availability of the livestock.

Our goal is always to provide a fair and reasonable solution while putting the health and welfare of the livestock first.