Refunds, Return & Shipping

 Shipping, Returns & Local Delivery Policy

 

 Local Delivery (London, ON)

Delivery Days: Mondays & Fridays (weather permitting)
Cost: $11.95 on orders under $150 | Free on orders over $150

• Orders must be placed through our website and are fulfilled from our London location Monday to Friday. If an order is placed online on Saturday or Sunday it will be fulfilled on Monday.
  
  
• We use a local courier service for making deliveries and will be left at your front door.  Shipping, Returns & Local Delivery Policy
  
  
• We are unable to send live animals and feeders  via delivery at this time.
  
  

 Dry Good Shipping

We ship across Canada using a variety of common carriers to ensure prompt arrivals, including Canpar, FedEx, UPS, GLS, and Canada Post.

• Standard Shipping Rate: $21.99 for small/lightweight orders under 4kg
  
  
• Free Shipping: On orders over $250 (before tax)
  
  

 Heavy or Bulky Shipping

Larger or heavier items fall into special shipping tiers:

• Tier 1 (4–8kg): $29.95 | Free over $250
  
  
• Tier 2 (9–30kg): $39.95 | Free over $500
  
  
• Tier 3 (Over 31kg): $59.95 | No free shipping available
  
  

Examples include large bags of food, bedding, cages, substrates, and bulky decorative pieces.

Note: Shipping costs are calculated at checkout based on cart weight and contents. Have questions? We're happy to help—just reach out! *Some items are not available for shipping only in store pick up.*

 

Live Animal & Plant Shipping

 Live Reptiles

• We now exclusively ship live reptiles through Reptile Runner and will require a signature to be collected by the courier. 
• We only ship out on Monday or Tuesdays. In some cases depending on the location we may be able to ship out on a Wednesday. We absolutely do not ship out on Thursdays or Fridays. 
• Before shipping we will contact you to confirm what arrival day you would like and that someone will be there to receive it. → We will not ship out until we confirm this. 
•  We can only ship livestock to a physical address, we cannot ship them to a PO box.
• A shipping deposit is required at checkout.
  
  
• Typical rates range from $60–$100+, depending on location, box size, and contents.
  
  
• Once your order is packaged and weighed, we’ll refund or invoice the difference based on the final shipping cost.
• Please note that we do not ship live animals during times of extreme temperatures, or during the holiday season due to the volume of shipments couriers are dealing with. (December to mid January, weather dependent.)
  
  

If you’d like a more accurate quote before purchasing, feel free to contact us—we’re happy to help!

 Live Plants

• Shipping may be postponed during poor weather.
  
  
• A shipping deposit is required at checkout.
  
  
• Winter average: $30–$60
  
  
• Summer average: $20–$30
  
  
• Bulk or oversized plant orders may cost more.
  
  

Return Policy - For Online purchases 

General Returns

• Unused, unopened merchandise may be returned within 30 days for a refund or exchange.
  
  
• A 15% restocking fee applies to non-defective returns.
• Return shipping costs for non-defective items are the customer’s responsibility.
  
  
• We cover return shipping for defective items after inspection confirms the issue.
  
  

                        *Please do not return an item without contacting us first *

 In-Store Return Policy

Most items can be returned within 30 days in new/sellable condition with the original receipt and packaging.

The following are non-returnable:

• Clearance items
  
  
• Pet diapers
  
  
• Airline tubing cut from the bulk roll
  
  
• Aquarium backgrounds
  
  
  

Electronics

• Can be returned within 30 days in new condition with packaging and receipt.
  
  
• Defective electronics can be returned within 30 days for a replacement or refund.
  
  
• Items under manufacturer warranty must be handled through the manufacturer after 30 days.
  
  

Light Bulbs

• Lightbulbs bulbs have a 60-day warranty.(unless otherwise stated)
  
  
• We'll replace bulbs that burn out within this time at no cost.
  
  
• Bring in the defective bulb, original box, and receipt.
  
  

Consumables (Food, Treats, Supplements)

• Must be unopened and returned within 30 days with receipt.
  
  
• If the item includes a satisfaction guarantee from the manufacturer, we may accept partial returns (at least half remaining) within The specified time on the product.
  
  

Fish

• Non-refundable — Replacement or in-store credit only.
  
  
• We offer a 7-day warranty on most fish. It will be indicated  Bring:
  
  
• The fish’s body
  
  
• A separate water sample
  
  
• Your itemized receipt
  
  
• If water quality shows ammonia, nitrite, or high nitrate, no replacement will be given.
  
  
• Free water testing available in store.
  
  

Exceptions: No warranty on invertebrates, feeder fish, or fish kept outdoors.

Live Feeder Rodents

• Uneaten rodents may be returned for store credit only (to help prevent wildlife release).

Livestock Warranties

For other live animal/livestock policies, please visit us in-store or give us a call for details.

 

Need Help?

If you have questions about shipping costs, live animal deliveries, or returns, we’re happy to help.  Call us or email us anytime!