Shipping policy

Shipping Policy – Live Fish, Plants, & Dry Goods

Live Fish & Plants

Live fish and aquatic plants are either shipped locally in the Greater Montreal area using OnShip service SAME DAY or next Day delivery. For customers outside of Montreal we ship Live Fish & Plants exclusively via UPS Express overnight, which typically delivers within 1 to 2 business days, depending on your location. All other dry goods are typically shipped with Purolator.

To minimize transit delays and ensure the health of the animals, we recommend placing live fish and plant orders on Saturdays or Sundays. These will ship out on Monday or Tuesday, which are our designated live shipping days.

Remote or hard-to-reach areas are not eligible for live animal shipments. We reserve the right to decline shipments to any location deemed high-risk for delays or delivery issues. Our priority is the safety of the livestock and avoiding unnecessary loss or stress.

Dry Goods

Products like fish food, accessories, and filtration equipment can be ordered any day and will ship the next or 2nd business day using a suitable carrier—usually Purolator.
Transit times range from 1 to 5 business days, depending on your location.

In-Stock Fish

Fish listed as in stock are physically available at our facility and will be shipped on the next available shipping day (typically Monday) using UPS Express.
In-person pickup is also available by appointment.

We can also deliver your live fish by courrier same day delivery if you are in the greater Montreal are. See this page for more details : https://www.boutiqueaquanova.com/pages/local-delivery

How We Ship

  • Canada Wide Shipping: All live fish orders outside of Montreal are shipped via UPS Express – Next Day Delivery Guaranteed. UPS Schedule: Shipments go out every Monday or Tuesday
  • Local Shipping : Same Day deliveries in the Greater Montreal for Live fish & plants and dry goods are sent with local drivers using OnShip service.
  • Packaging: Fish are packed in a 200 lb test corrugated box with a styrofoam liner. During colder months, a 24–72 hour heat pack is included to maintain a stable temperature.

Live Arrival Guarantee (DOA Policy)

We stand behind our livestock and offer a Live Arrival Guarantee on all shipped fish.

If you receive any DOA (Dead on Arrival) fish, follow these steps to validate your guarantee:

  1. Take 2 clear photos of the deceased fish inside the unopened original shipping bag

  2. Send the photos to info@guppyfarm.ca within 2 hours of the UPS delivery timestamp (first delivery attempt)

Once the fish arrive alive, AquaNova is no longer responsible for their health, as many factors influence longevity after arrival. Be sure to follow the care instructions included in the package.

DOA Resolution

  • If a fish arrives DOA, we will replace it at no charge.
  • For single-item orders (e.g., one pair of fish), we may opt to issue a full refund instead of reshipping.
  • In the event of a total loss (all fish arrive DOA), we will replace the entire order at no cost, but you will be responsible for the shipping charges on the replacement.

Note:

  • Shipping fees are non-refundable

  • All livestock sales are final and non-returnable

  • AquaNova reserves the right to decide whether to refund or reship, based on the specific case.