Shipping & Returns
Everything you need to know about how we pack, ship, and guarantee your order.
Shipping
Where do you ship?
We currently ship to all provinces and territories across Canada. US shipping is coming soon.
How are live fish shipped?
All livestock is shipped in insulated styrofoam containers with heat or cold packs (season-dependent), breather bags, and stress-reducing water conditioner. Fish are individually bagged with species-appropriate water parameters.
How long does shipping take?
Standard orders ship within 1–3 business days. Live specimens are shipped via overnight or express courier to minimize transit time. You'll receive tracking information via email as soon as your order ships.
Do you hold shipments in extreme weather?
Yes. We monitor weather conditions at your destination and will hold shipments if temperatures are too extreme for safe transit. We'll notify you if a hold is placed and ship as soon as conditions are safe.
How much does shipping cost?
Shipping rates are calculated at checkout based on your location and order weight. Orders over $200 qualify for reduced-rate shipping within Canada.
Live Arrival Guarantee
What is your live arrival guarantee?
We guarantee that all live specimens arrive alive and healthy. If a fish or plant arrives dead on arrival (DOA), we will issue a full refund or replacement for the affected specimen — no questions asked.
What do I need to do if a specimen arrives DOA?
Photograph the specimen in the unopened bag within 2 hours of delivery. Email the photos to info@flumenaquatics.ca with your order number. We'll process your refund or replacement within 24 hours.
Does the guarantee cover specimens that die after acclimation?
The live arrival guarantee covers specimens at the time of delivery only. We provide detailed acclimation guides with every order to ensure the best transition. If you experience issues after acclimation, contact us and we'll do our best to help.
Returns & Refunds
Can I return live specimens?
Due to the nature of live animals and plants, we cannot accept returns on livestock. All live specimen sales are final, covered by our live arrival guarantee.
Can I return equipment and supplies?
Unopened, unused equipment and supplies can be returned within 30 days of delivery for a full refund. Items must be in original packaging. Return shipping is the responsibility of the buyer. Contact us to initiate a return.
How long do refunds take?
Refunds are processed within 3–5 business days of receiving the returned item or approving a DOA claim. Refunds are issued to the original payment method.