Hours of operation for telephone orders,

Our Customer Service Reps are available to take orders or handle other inquiries between 9:00 am and 9:00 pm E.S.T. 7 days a week 365 days a year, If no one is available please leave your detailed order on our digital message system and an Aqua Tech rep will return your call as soon as possible to verify your order.

Methods of payment we accept,

American Express, MasterCard, VISA via PayPal is the preferred method of payment. A cheque or money order is also acceptable but if you are paying by personal cheque we may hold your order until the cheque clears. A certified cheque or money order will ensure immediate shipment.

Where & when can you pick up your order?

Orders can be picked up at our Guelph/Eramosa Facility from Tuesday to Saturday 9am – 8pm 7 days a week, by appointment only, in-stock product & livestock are shipped the same day if received by 1:00 pm E.S.T. Orders received after that, or on weekends or holidays, are shipped the very next business day. Please call to verify order is in stock, some orders may take up to 3 business days.

What do we charge for shipping?

Orders are shipped either by Courier FedEx Ground or Canadian Postal Service or Purolator or UPS the choice is yours in most cases.

For delivery by Courier, you pay the actual charges based on a 1 kg package (2.2 lbs) shipped via ground service, plus a nominal $1.00 service charge to cover the cost of insurance and packing materials. We pay any additional charges.

Here are some examples of our Courier rates, in Canadian Funds.

Shipments within Canada.
For Postal Service, shipping on orders under $100.00 is $6.95 anywhere in Canada. For orders between $100.00 and $199.99 the rate is just $3.95, and for orders over $200.00 shipping is FREE. The delivery standard for this service is between 1 to 7 business days between all major centers.

Shipments within the USA.
Orders to the contiguous USA can be shipped by regular mail or by UPS. The cost varies between $10.86 USD and $17.05 USD depending on the exact destination and method of shipping selected. Orders shipped by regular mail take between 6 and 10 business days to reach their destination while orders shipped by UPS take between 3 and 6 business days. Tracking information is available for UPS shipments ONLY! The mail service is an economy service, without tracking information and is only recommended in instances when there is really no rush. Packages shipped by that method can be traced but only after 30 days.

Since our shipping charges are based on a flat rate, without regard to weight, bulk your purchases for even greater savings!

Do we accept International Orders?

Yes, we accept International Orders however orders outside of Canada or the contiguous USA, are subject to a minimum of $100.00 CAD and shipping rates are based on the final destination, total weight of the items ordered and the method of shipment that is chosen -- we'll provide a shipping quote, for your approval, prior to processing your order.

Please note that due to the difficulty in validating International Credit Cards, payment is restricted to PayPal "Verified" Users. To join or obtain further information about PayPal, visit www.paypal.com

If you are a PayPal "Verified" User and would like to obtain a shipping quote, please submit an order online and we'll provide you with a shipping quote prior to processing your order. Should you wish to get an idea of the shipping cost before entering your order, you can visit the Canada Post or UPS Websites and estimate the weight and size of the items you plan to order to determine an approximate shipping cost. Our originating Canadian postal code is N1E 5N5 located in Guelph, Ontario, Canada.

What if you want to return an item?

Should you find it necessary to return an item, please call us first. All returns should be properly packaged to avoid damage and should include all original boxes and paperwork to receive a refund, replacement or credit. Shipping fees are non refundable, unless, of course, you are returning defective merchandise or merchandise we sent in error.

Our return addresses are as follows:

Shipping/Returns from within Canada:
Aquarium Technologies
97 Stevenson Street, South
Guelph, Ontario, Canada.
N1E 5N5

What do you do if your livestock arrives dead?

Keep all dead livestock, put them in a bag and place in freezer as you will be required to return to us so we can send you a new fish. You MUST contact Aqua Tech as soon as your shipment arrives and you find the livestock dead. Please report livestock dead arrivals within the first 24 hours upon shipment arrival. We guarantee live arrival with a 5 day warranty so no worries. Just remember we have NO control over your aquarium conditions so this warranty is a bonus for you. We highly recommend doing a water drip to acclimate your livestock to your aquarium water conditions, with livestock we recommend you do not place shipping water into your tank as water may contain medications. Doing a 20 minute drip is a good practice when doing online orders for livestock. This helps the livestock adjust slowly to their new water conditions. All your livestock will arrive with an aquarium Technologies care sheet with all needed information for acclimation and care.

Can you order a product that is not listed on our website?

If there is something you want and you don't see it listed, please call or e-mail us with the name of the product and the manufacturer and we'll do what we can to get it for you. We may even have it available already. As for livestock you wish to order that we do not carry already, we will need a latin name as well.

How often do we change our prices?

We try to keep price changes to a minimum, however, due to the realities of the market and occasional mistake that finds its way onto our websites or forum listings, we reserve the right to change prices without notice. Price reductions are passed on promptly.

What happens if you order something and it is not in stock?

While we try our best to stock most items, once and awhile we do find ourselves or our suppliers out of stock on some items. Should this happen we will send the item to you, at our expense, as soon as it becomes available, unless product/livestock is labelled as “OUT OF STOCK!” In some cases due to quality/health of livestock we will not ship a specimen until medicated or stable enough to ship, for this reason we would contact you and let you know and give you an option to wait or to remove item from your order.

Do we require a minimum order?

There is no minimum required for orders being shipped anywhere in Canada or the contiguous United States, however, if the order is less than $75.00 a $10.00 handling charge will be added when the order is shipped. To eliminate the handling charge and to take advantage of our flat rate shipping charges you can bulk your orders or combine them with a friend. We also offer group discounts and club orders, and of coarse if you pick up your order you avoid shipping charges altogether.

International orders outside of Canada or the contiguous USA, are subject to a minimum of $150.00 CAD.

Other questions or comments?

If we haven't addressed your question or we've messed up in some way, we'd like to hear from you. We want you to be happy with our service and we'll do whatever it takes to ensure that you are. Of course you can always drop us a line to tell us how good we are doing as well. It's always nice to hear from you, both good and bad.

Send your comments or suggestions to  info@aquatechexoticdesign.com