Policies
We truly appreciate your trust in choosing Concept Aquariums for your aquarium needs. Shipping live animals is a delicate process, and we always prioritize the health and safety of the livestock first. Below, we've outlined our policies transparently so you know exactly what to expect.
You may cancel your order at any time before it ships, with no penalty or fees.
If an order has already shipped and you choose to refuse delivery or cancel afterward, we will refund the cost of the merchandise only (subtracting original shipping charges, any return freight costs, and a 20% restocking fee to help cover handling and processing).
Important note for livestock: If livestock is rejected or refused for any reason upon delivery, we cannot offer a refund, as live animals cannot be resold or returned safely.
We use a real-time live inventory system, so if an item shows as available, it's physically in our facility at that moment. That said, occasional discrepancies can happen in fast-moving inventory.
If something in your order turns out to be unavailable after purchase, we'll promptly adjust the invoice to reflect actual stock and issue an immediate refund for any missing items.
To keep things simple and fair for everyone, we do not place backorders for out-of-stock items. If something isn't available, you'll need to place a new order when it's back in stock.
We care about getting you exactly what you want. We will never substitute any livestock or dry goods without your explicit approval.
If an item is out of stock, one of our team members will reach out to you by phone or email to discuss alternatives and find the best option together.
Weather is beyond anyone's control, and we share your concern when it affects shipments—especially for live animals.
We are not responsible for delays or any resulting losses caused by severe weather conditions along the transit route or at your destination.
We strongly recommend checking your local weather forecast before ordering, particularly if livestock is involved.
To protect the animals' well-being (and everyone's peace of mind), we reserve the right to postpone livestock shipments if adverse weather is forecasted for the destination or route.
We're sorry if your package arrives damaged—it's frustrating for everyone.
While we aren't liable for damage caused by the carrier, we'll work closely with you and them to help resolve the situation as smoothly as possible.
The health and safety of the animals always come first. We reserve the right to postpone or cancel livestock shipments for any reason if we believe it's necessary to protect them.
If we need to delay your shipment, we'll communicate the change using the contact information you provide (we strongly recommend including a cell phone number and checking email/phone the day and evening before scheduled delivery).
Common reasons for postponement include:
Prices, policies, and procedures are subject to change without notice.
In the rare case of a mislabeled price, it will be corrected, and you'll have the option to accept the updated price or cancel the order without penalty.
Please familiarize yourself with our guarantee terms below, especially for livestock.
We do everything possible to ensure your livestock arrives healthy, but we know occasional issues can happen despite our best efforts.
For domestic flights, we use WestJet or CargoJet (depending on your location and flight availability), with rates based on destination. These shipments include our Arrive Alive Guarantee.
For ground shipping to areas without flight options, we use FedEx Overnight Priority (these are excluded from the Arrive Alive Guarantee).
If a delivery is refused for any reason, the customer is responsible for the full invoice amount.
We hope this policy helps set clear expectations while showing our commitment to both you and the animals. If you have any questions, please don't hesitate to reach out—we're here to help make your experience positive. Thank you for shopping with Concept Aquariums!
