Shipping
We ship our products via either Canada Post or FedEx. Upon request we will ship your items as per your specification. Products are shipped with full insurance according to the shippers policy where applicable. Insurance will be added to all orders at the carrier's published rates. Please note that insurance is provided by the carrier not ZenaFish.
Shipping rates are not calculated at checkout and are not included in your order. After we receive your payment for the goods ordered and your shipping information, we will calculate the exact shipping cost for your order based on box volume and weight. You will be invoiced for shipping cost via email. Please note that taxes for shipping are charged by the carrier, not by ZenaFish. Your order will be shipped out the first Monday to Wednesday after your payment for shipping has been received and cleared. ZenaFish reserves the right to adjust shipping charges accordingly if required.
Returns
Unless otherwise specified, all orders are final sales. Customers shall directly contact the manufacturer for defective hardware and/or equipment to enforce warranty policies.
Livestock Guarantee
For orders shipped by a one-day delivery service, all freshwater livestock has live arrival guarantee. DOA (dead on arrival) livestock will be replaced with an equal or higher quality specimen at no cost. Cutomer will pay for shipping cost of DOA replacements. Our Livestock Guarantee policy is valid only if all the following criteria are met:
a) the fish was shipped by an overnight service
B) you signed for the package on the first delivery attempt
c) you provided us with clear picture proof of dead livestock in unopened bag within 2 hours of receiving the package (according to tracking)
d) you did not violate any special handling instructions, (for example, "DO NOT float breather bag in water for acclimatization")
For orders picked up by the customer, all freshwater fish has live guarantee for 3 days after pickup. If you fish dies within 3 days of purchase, please make an appointment with us to return the diseased fish with your purchase receipt, and we will make a replacement with an equal or higher quality specimen at no cost.
Live food cultures and saltwater livestock do not qualify for live guarantee.
