Did you know that our customers only pay 35% of the total shipping bill we receive in an average month? We subsidise the other 65%.
CANADIAN CUSTOMERS
All orders are shipped from within Canada - no hidden customs or brokerage fees to worry about. We charge a reduced shipping and handling fee on Canadian orders placed online valued from $40.00 to $200.00 of $9.99-$14.99*. For online orders over $200.00 FREE SHIPPING will apply except for customers in NT, YT or NV*(see below for few exceptions). Orders valued at less than $40.00 will be charged $14.99 shipping and handling as the lower rate of $9.99-$11.99 does not cover our actual shipping costs or our cost to process the order. Phone orders under $300.00 will be charged an additional handling fee of $5.00. All shipping rates are based on product value before any applicable taxes. Please note that we do not allow any items to be picked up from our location.
US CUSTOMERS
Us shipping rates are from $14.99-$25.99 and vary by order size and shipping destination. Shipping costs will be calculate at the checkout page. There are no taxes on U.S. orders.
The flat rate allows you to bulk up your order for yourself or your friends without having to pay any extra shipping charges.
*SHIPPING RATE EXCEPTIONS MAY INCLUDE: Pond liners, preformed ponds, salt, chillers, some items over 24" long, gravel, and a few other heavy/over-sized items. Any additional shipping that must be applied to an item will be clearly displayed before adding the item to your shopping cart and you may have to select your region to add the correct shipping rate when you add the item to your shopping cart.
Most orders are processed and shipped within 1 business day pending credit card approval. Orders placed on weekends or holidays will not be processed for at least one business day.
We do our best to keep all items listed in stock. From time to time our suppliers will be out of stock on certain items or we may be sold out and cannot ship them to you right away. If an item is out of stock and we do not expect to be able to ship your order within 4 business days we will contact you. If the item(s)are valued at less than $30.00 we will cancel them from your order. If an item valued at $30.00 or more is back ordered we will ship it at no extra charge once it becomes available unless it is noted that the item is sold at time of order placement. If an item is listed as being sold out or unavailable when the order is placed its value will not count towards the free shipping minimum and it will be canceled from your order without notification.
We ship most orders through Canada Post's "Expedited Service" to any location in Canada except "Air Station" and a select few very remote or poorly serviced areas. Customers in these areas must contact us for shipping rates.
Once we ship a parcel within Canada it will usually be received in 1-2 business days for major local centers (in south-central Ontario), 1-3 business days within Ontario or Quebec and 2-6 business days nationally.
U.S. orders are shipped via Canada Post ground service and usually take 6 to 9 business days. Some US orders may be delayed at customs for a few days. If you require guaranteed 5 business day shipping please contact us for rates.
Due to potentially freezing temperatures we can not be held responsible for any leaking or frozen liquids or test kits during the winter season.
ORDER ERRORS AND MODIFICATIONS
If you have made a mistake on your order and need to notify us or if you need to cancel your order please do not email us as your order may be processed before your email is noticed. Please call us toll free at 1 877 738-7387. Please mention your order number to our staff or on our answering machine. To keep orders moving smoothly we do not allow for any additions to be made to submitted orders.
ADDRESS ERROR
If an item is returned to us because an incorrect or incomplete address is provided by the customer the customer will be responsible for the actual shipping costs to have the item returned to us and back to the customer. Common address errors include a missing buzz code, PO Box number or apartment number.
ORDERING INFORMATION
Orders can be placed through our easy to use on-line shopping cart system or by fax, mail or E-mail.
