Shipping & DOA Policy.

Last Updated: [DEC 2025]

At Source Aquatics, we take great care in packing and shipping both livestock and aquarium products. Our goal is to ensure your order arrives safely and in good health. Please read our Shipping & DOA Policy before placing an order.

1. Shipping Overview

We currently ship:

  • Livestock (fish, shrimp, snails, invertebrates)

  • Live plants

  • Dry goods & equipment (filters, heaters, food, substrates, decor, etc.)

All livestock is shipped with care using industry-standard methods, packing materials, and temperature control appropriate for the season.

2. Shipping Methods

A. Livestock Shipping

Livestock orders are shipped using express, 1–2 day services only to reduce stress and ensure the best survival rates.
We may use:

  • Canada Post Xpresspost

  • Courier services

  • Local delivery partners

Shipping days may be limited to weekdays to ensure packages do not sit over weekends or holidays.

B. Dry Goods Shipping

Dry goods may be shipped with standard parcel services.

C. Local Pickup (Recommended for Livestock)

Customers in Calgary and surrounding areas can choose in-store pickup to avoid shipping stress entirely.

3. Order Processing Time

  • Livestock orders typically ship within 1–3 business days, depending on weather and availability.

  • Dry goods ship 1–2 business days after purchase.

  • You will receive tracking information once the order is shipped.

We may delay livestock shipments if weather conditions pose a risk to animal health.

4. DOA (Dead on Arrival) Guarantee

We guarantee that all livestock will arrive alive.

If livestock arrives DOA, we will issue store credit for the value of the lost item(s).

To qualify for DOA coverage, you must:

  1. Take a clear, unopened-bag photo or video of the deceased livestock within 2 hours of delivery.

  2. Send photos/video + order number to:
    [Info@sourceaquatics.ca]

  3. Keep the livestock in the original, sealed bag for verification.

Important Notes:

  • DOA claims submitted after 2 hours cannot be accepted.

  • Store credit covers the livestock item only — not shipping costs.

  • We do not offer refunds on livestock.

  • We do not replace or credit livestock that dies after being removed from the bag or after acclimation.

This policy ensures fairness and maintains the quality and health of our livestock program.

5. Weather & Seasonal Guidelines

We reserve the right to delay shipments during extreme hot or cold temperatures to protect animal health. If this happens, we will notify you by email.

Proper packing materials (heat packs, insulation, cold packs, etc.) are included as needed.

6. Incorrect Address / Delivery Issues

Source Aquatics is not responsible for:

  • Packages lost due to incorrect or incomplete addresses

  • Missed deliveries

  • Delays caused by the shipping carrier

  • Packages left outside after delivery

Please ensure your shipping information is accurate before placing your order.

7. Live Arrival Limitations

Our DOA guarantee does not cover:

  • Deaths that occur after acclimation

  • Deaths due to improper tank conditions

  • Deaths from being left unattended after delivery

  • Deaths caused by package delays outside our control

  • Livestock purchased with known risks (ex: sensitive species), which will be noted on product pages

8. Dry Goods Shipping Issues

If dry goods arrive damaged or incorrect, please contact us within 48 hours of delivery with photos and order details. We will arrange:

  • Replacement

  • Store credit

  • Or return instructions