SHIPPING AND DOA POLICY

Shipping, Livestock Health & DOA Policy

At Source Aquatics, the health, welfare, and humane handling of all livestock is our top priority. This policy outlines our shipping practices, livestock health standards, courier responsibilities, and our conditional Dead on Arrival (DOA) guarantee. Please read carefully before placing an order.

1. Livestock Health, Welfare & Shipping Standards

All livestock offered for sale are inspected and confirmed to be in good health prior to shipment. We do not knowingly ship unhealthy fish or invertebrates.

Animals approved for transport are packed using industry-standard materials and methods. Livestock are shipped under proper care, handling, and environmental conditions in compliance with applicable local, national, and international animal welfare and livestock transportation regulations.

With proper care at their final destination, livestock are expected to arrive alive, free from visible injury or disease, and in a condition suitable to adapt, grow, and thrive in their new environment, under proper care at their final destination.

Shipping livestock is inherently stressful. While every precaution is taken, stress-related issues can occur and are a normal part of aquarium fishkeeping.

2. Shipping Scope & Methods

We ship the following: Livestock (fish, shrimp, snails, invertebrates), live plants, dry goods, equipment, aquariums, sumps, lids, and custom builds.

Courier Shipping

·       Livestock is shipped weekdays only to reduce transit stress.

·       Buyers are responsible for all shipping fees unless otherwise stated.

·       We ship Canada wide only and do not ship internationally.

·       Source Aquatics is Canadian-owned and Canadian-operated and is not affiliated with any similarly named businesses outside Canada.

Local Pickup & Delivery

·       In-store pickup or local delivery is available for customers in Calgary and surrounding areas.

·       Pickup or delivery arrangements will be coordinated after the order is placed.

3. Order Processing & Shipping Delays

Orders are processed as quickly as possible. Shipping timelines may be affected by factors including (but not limited to): Order timing and store hours, inventory or staff availability, livestock health, weather or seasonal temperature extremes, courier disruptions (e.g., delays or strikes).

Source Aquatics reserves the right, at its sole discretion, to delay or cancel livestock shipments if conditions pose a risk to animal health. Buyers will be notified by email if a delay occurs. All shipments are subject to standard transit conditions and events beyond reasonable control.

4. Courier Responsibility & Delivery Issues

Once an order is shipped, responsibility for transit rests with the courier.

Source Aquatics is not responsible for: Incorrect or incomplete shipping information provided by the buyer; payment with stolen debit or credit card; lost or stolen packages; missed deliveries or delayed buyer pickup; courier delays or handling practices; weather conditions; packages left unattended after delivery; delayed acclimation after receipt of a package. Shipping costs are non-refundable.

5. ICH (Ichthyophthirius) & Disease Disclaimer

We will never knowingly ship livestock that are unhealthy; however, fish and invertebrates can harbor ICH without visible symptoms. Shipping stress may trigger an outbreak in livestock already carrying ICH. This is a common and recognized risk in fishkeeping and is not considered a mortality event. Therefore, ICH is not covered under the DOA or livestock guarantee.

Special consideration should be taken when ordering ICH-prone or sensitive species, including (but not limited to): loaches, scaleless fish, invertebrates.

We strongly advise all customers to: keep appropriate medications on hand, including ICH treatment. It is best practice to always have medication readily available and on hand. Add medications to your order if you do not already have them; ask us about what we have in stock. Inspect livestock carefully while still in the bag , quarantine all new livestock, regardless of source, as standard best practice

6. Conditional Dead on Arrival (DOA) Guarantee

We offer a conditional DOA guarantee for livestock only.

If livestock arrives deceased, store credit equal to or less than the value of the affected livestock item(s) may be issued at the sole discretion of Source Aquatics.

DOA Claim Requirements (ALL are mandatory):

  1. Within 2 hours of delivery or pickup availability, take:

o   A clear photo of the livestock inside the unopened, original shipping bag

o   A minimum 5-second video of the livestock inside the unopened bag

  1. Take a clear photo and a minimum 5-second video of the livestock outside the bag.

  2. Submit all required materials by email only to info@sourceaquatics.ca. Claims submitted by any other method will not be accepted. Include:

o   Photos and videos

o   Invoice number

o   Order details

o   Any additional information requested

  1. All photos and videos must retain original metadata, including date, time, and location.

  2. Submit the claim as soon as remaining livestock are safely acclimated and secured.

The email timestamp will be used as the official time reference.

7. DOA Guarantee Limitations

The DOA guarantee does not cover: deaths occurring after acclimation, deaths due to improper tank conditions, livestock left unattended after delivery, deaths caused by courier delays outside our control, deaths caused by delayed pickup or missed delivery by the buyer, livestock sold/purchased with known risks or sensitivities, livestock once removed from the original shipping bag, disease outbreaks (including ICH).

To remain eligible, the buyer must sign for or collect the package within 2 hours of it being available for pickup. Claims submitted after the 2-hour deadline will not be accepted.

8. Dry Goods Shipping Issues

If dry goods arrive damaged or incorrect, contact us within 48 hours of delivery and provide: photos and/or videos, invoice number, and order details. At our discretion, we may arrange replacement, store credit, refund, exchange or return instructions.

9. Damaged Packages & Courier Claims

If a package arrives damaged: 1) Accept the delivery or pickup, 2) Note the damage immediately, 3) Take photos and/or short videos, 4) Promptly open the package and assess livestock condition. If livestock survived the damage, begin acclimation immediately and refer to the DOA policy above.

Courier delays and damage claims must be addressed directly with the courier. Source Aquatics will assist with documentation where appropriate but is not liable for courier practices.

10. Policy Discretion & Updates

All policies, guarantees, and determinations are made at the sole discretion of Source Aquatics. This policy in its entirety, along with all other terms and conditions may be updated or changed at any time without notice.

Last Updated: January 2026