Frequently Asked Questions

ORDERS

Q. I just placed an order, what happens now?

A. You will receive a confirmation email. Then depending on shipping method selected the following will happen. For UPS orders you will receive the tracking number the next business day and can expect delivery the following day. For airline orders we will send an email the next business day advising you of awb# and time of arrival. We will send another email advising you when we have sent your order.

Q. How soon will I receive my order after I place it?

A. With UPS orders usually the 2nd business day, ie If you order on Friday - Sunday then you could expect to receive it Tuesday. For group orders the delivery date will be upto the person organizing the order.

Q. I need to change my order, how do I do that?

A. You must notify us by email through the contact form or you can phone us. Phone numbers are on the contact form. For UPS orders we must be notified as soon as possible. For airline orders we must be notified within 6 hours of receipt of the email with awb# and time of arrival information.

Q. I need to cancel my order, how do I do that?

A. You must notify us by email through the contact form or you can phone us. Phone numbers are on the contact form. There may be a restocking fee of 25% charged depending on items in the order. Special order items are non refundable.

Q. Do you accept group orders and is there a discount?

A. Yes, we will gladly accept group orders. Please select a person to represent the group and all communications will be through that person. We offer special incentives or discounts for group orders. These will vary on a month by month basis.

Q. Do you allow local people to pick up their orders?

A. No, we do NOT allow anyone to pick up their order. If they wish to save on freight they can coordinate a delivery location and time with us. Due to fairness to all our customers we do not allow people to come and "Cherry Pick" from our tanks.

SHIPPING

Q. How much is shipping?

A. Price will vary for airline orders but is usually $55 to $85 plus fuel surcharge for a box. The price does not increase too much for another box. Shipping for UPS orders is calculated and charged at the time the order is placed.

Q. Do you use other airlines besides Air Canada?

A. Yes, for orders in B.C. we can use Pacific Coastal, Harbour Air or Helijet. For orders to the rest of Canada we have found Air Canada to have the best service and reliability. With Air Canada orders we are able to constantly monitor the status of your shipment. If a problem arises we are immediately aware of it and able to quickly rectify it.

Q. My order was delayed or damaged, what do I do?

A. Due to the way we pack our orders a delay of less than 12 hours is not a problem. If the delay is more than that you should open the box at the airport or in front of the UPS driver and have them note any damage on the shipping documents. We have had shipments take over 4 days to reach their destination using other airlines and the majority of the order was fine. If the box is wet or damaged you should open it at the airport or in front of the UPS driver and have them note any damage on the shipping documents. Claims for delays or damage must be made through the shipping company.

Q. Do you "bulk pack" any animals?

A. Certain animals can be bulk packed. This is generally snails and certain crustaceans. Only the same species are bulk packed together. Most Shrimp, Lobsters and Crabs are not bulk packed.

GUARANTEE

Q. Something didn't make it, what do I do now?

A. Our guarantee is Alive'n'Thrive for 72hours. If the unfortunate occurence arises that an animal does not survive shipping we must be notified by phone or email within 12 hours. The date stamp on the phone message or email must be within 12 hours of the time the shipment was picked up or delivered. For animals that are dead on arrival they must be express posted back to us. We may accept a digital photo as proof but it is at our discretion. Once a claim has been accepted we will replace the animal or give a store credit. We do not apply credits to credit cards. There is no guarantee on replacement animals. If an animal perishes within 72 hours it must be returned to us, along with a water sample. Both the animal and the water sample will be analyzed. If the animal shows signs of abuse(ripped fins, damaged body) or the water parameters are incorrect there will be no guarantee. We only offer live arrival guarantee on all Nudibranches, Echinoderms and Cucumbers.

PHOTOGRAPHY

Q. Are the pictures of the exact animal I will receive?

A. Just like people each animal is unique and there will be subtle differences between what was photographed here and what you receive. The exception to this rule is in the Rare and Unusual category. Those animals are what you see is what you get.

Q. Did you take all the pictures?

A. Yes, we have taken all pictures and hold Copyright. Use is expressly forbidden unless prior written consent is given.

Q. Do you alter the colours in your photographs?

A. No, we do not adjust colours by increasing saturation or brightness.

Q. What lighting do you use to photograph your animals.

A. All inverts and fish are photographed with flash. Corals are photographed under 10k or 14k metal halides.