Shipping & Ordering Policy

ORDERS

  • Orders may require up to three business days to process upon payment clearance.
  • Orders for payments received on Wednesday (noon and after EST), Thursday, and Friday will be shipped on Monday. Orders for payments received on Saturday and Sunday will be shipped on the following Tuesday.
  • Customers must ensure the accuracy and safety of their shipping address. Orders will only be shipped if the billing and shipping addresses match.
  • Saltwater Pros Inc. will not refund orders if FedEx determines no safe location for package delivery.
  • Saltwater Pros Inc. is not liable for misplaced, lost, or stolen packages during transit. FedEx holds responsibility in such cases. We will assist customers regarding missing packages to the best of our ability.
  • We have no control over shipping delays and advise customers to contact FedEx customer service for tracking assistance. While filing a claim doesn't guarantee compensation from FedEx, we will support customers throughout the process.

ERRORS OR MISPRINTS

  • We attempt to minimize errors in our operations. When discrepancies arise, our response varies based on the nature of the error. For instance, if we identify an incorrect product description, we will promptly rectify it.
  • Transparency is a key value at Saltwater Pros Inc. Please note that prices and product availability may change without prior notice. However, we are committed to promptly rectifying any errors upon discovery. Saltwater Pros Inc. retains the right to retract any stated offers and rectify errors, inaccuracies, or omissions, even after order submission, regardless of order confirmation or payment status.
  • In the event of an order cancellation where your credit card has been charged, Saltwater Pros Inc. will refund the charged amount. Please be aware that the timing of this refund credit to your account is subject to individual bank policies.
  • At Saltwater Pros Inc., we go to great lengths to ensure the accuracy and completeness of product information. However, we also encourage our customers to consult the original information sources, such as the manufacturer, for comprehensive product details. This is part of our commitment to providing you with the most accurate and reliable information.

SHIPPING

  • Orders will be dispatched to the address provided during checkout.
  • Saltwater Pros Inc. does not deliver to P.O. Box addresses.
  • Saltwater Pros Inc. does not offer refunds for orders with insufficient, inaccurate, or invalid addresses.
  • Shipping costs are non-refundable under any circumstances.

DOMESTIC SHIPPING AND HANDLING

  • Shipping outside of Toronto is determined at checkout using FedEx Priority Overnight shipping.
  • Customers within Ontario and Quebec qualify for free FedEx Priority Overnight shipping on orders over $299, while the threshold for the rest of Canada is $399.
  • Please note that certain exclusions apply (*), particularly to rural areas, where additional charges may apply. We will promptly notify you to discuss any additional fees associated with shipping to such locations.

SALES

  • All transactions are considered final.
  • Discounts cannot be combined with any other offers.
  • Livestock cannot be exchanged.
  • Please note that colour accuracy cannot be guaranteed. Due to variations in light fixtures, settings, and tank environments, colours may slightly differ from What You See Is What You Get (WYSIWYG) items.
  • We do not offer refunds for any deaths of fish, invertebrates, or corals that occur during or after your acclimation process.

DOA Policy

  • We guarantee the safe arrival and accurate description of all livestock. In the unfortunate event of Dead On Arrival (DOA), please adhere to the following steps:
    • Contact us within 2 hours of FedEx package delivery time, providing clear photos of the deceased coral/fish inside and outside the shipping bag. Once we receive the photos, we will provide further instructions on handling the DOAs.
    • Please await our guidance before discarding any deceased items. Removing the fish from the bag before capturing photos or disposing of it, such as flushing it down the toilet, will void the guarantee.
    • It's crucial to notify us within 2 hours to ensure the validity of our guarantees.
  • Upon confirmation of DOAs, we will issue a store credit equivalent to the total purchase price minus shipping charges. We can often replace DOAs with the same or similar items.
  • We are not accountable for DOAs caused by carrier delays.
  • No refunds will be granted for deaths occurring during or after the acclimation process, nor for shipping charges.
  • Please note that refunds will not be issued
  • In cases where we cannot replace a DOA with a comparable item, your account will be credited for the total purchase price as website credit.
  • Feel free to inquire about our DOA policy before placing your order.
  • We aim to ensure a satisfactory experience with our livestock, and we appreciate your understanding and cooperation in these matters.

 

*DOA = Dead On Arrival