Frequently Asked Questions (FAQ)
Where do you ship from?
All orders are shipped from our facility located in Hamilton, Ontario, Canada.
Do you ship to the United States?
At this time, we only ship within Canada. We do not currently offer international or U.S. shipping.
How long does it take to receive my order?
Orders are typically shipped Mondays through Wednesdays.
Please note:
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We require up to 3 business days to process your order before it ships
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Processing time is not included in courier transit times
Estimated delivery times after shipment:
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Express Shipping: 1–2 business days
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Standard Shipping: 2–7 business days
For full details, please refer to our Shipping Policy page.
Are your plants pest-free?
Our plants are grown in outdoor nurseries, and while they are thoroughly cleaned and inspected before shipping, we cannot guarantee 100% pest-free plants. There is always a small chance that pests may go undetected.
As a precaution, we strongly recommend dipping all plants before introducing them into your aquarium.
Recommended plant dip:
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Aluminum Sulphate (Alum)
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1 tablespoon per 1 gallon of water
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Soak for 4–5 hours, then rinse thoroughly
Do plants come with roots?
It depends on the plant type:
Rosette & rhizome plants (e.g. Echinodorus, Anubias, Microsorum, Vallisneria)
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Shipped as whole plants
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Roots may be trimmed for safe transport
Stem plants (e.g. Rotala, Bacopa, Ludwigia, Hygrophila)
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Shipped as cuttings, which is standard propagation practice
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Some cuttings may not yet have visible roots
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This is normal — roots typically develop within a few days after planting
Do you offer local pickup?
Yes. Local pickup in Hamilton is available by request.
Please contact us before placing your order to arrange pickup details.
Is there a minimum order amount?
No. We do not have a minimum order requirement.
Whether you’re ordering a single plant or stocking an entire aquarium, all customers are welcome to shop with us.
How can I add items to an order that hasn’t shipped yet?
If your order has not yet shipped, you may request to add items by emailing:
Please include:
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Your order number
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The items you wish to add
We will update your order and send an invoice for the remaining balance. Once paid, your order will return to the shipping queue.
My order shows as “shipped,” but tracking says the courier hasn’t received it yet. Why?
When a shipping label is created and a tracking number is issued, the system automatically marks the order as “shipped” and sends a notification email.
However, your order is not considered in transit until the courier tracking confirms they have received the package. Tracking updates may take up to 24–48 hours to appear.
What happens if I select plant shipping for an order that includes shrimp or snails?
Each livestock category requires the correct shipping method.
If an order contains shrimp or snails but only plant shipping is selected at checkout:
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Those livestock items will not be eligible for the Live Arrival Guarantee
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No exceptions can be made
Please ensure the correct shipping option is selected for all items in your cart.
Why didn’t I receive an order confirmation or tracking email?
If you opt out of email communications at checkout, your email address is automatically removed from our system. This prevents us from sending:
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Order confirmations
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Shipping notifications
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Tracking information
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Important order updates
Please ensure email communications are enabled when placing your order so we can contact you if needed.
❄️ Winter Shipping FAQ
Is winter shipping currently in effect?
Yes. Winter Shipping is in effect when overnight temperatures fall below freezing in parts of Canada. Additional precautions are taken to protect live plants and livestock.
Will cold weather delay my shipment?
Possibly. During periods of extreme cold or severe weather, we may temporarily hold shipments to reduce the risk of damage or loss. This is done to ensure your order arrives safely.
Which shipping option should I choose during winter?
We strongly recommend Express Shipping during winter months. Express Shipping:
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Arrives faster
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Includes insulated packaging and heat packs when needed
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Qualifies for our Live Arrival Guarantee
Standard (Ground) Shipping is not recommended during winter.
Does Standard Shipping qualify for the Live Arrival Guarantee?
No. Orders shipped using Standard (Ground) Shipping do not qualify for the Live Arrival Guarantee during winter months.
What days do you ship orders?
We ship orders on Mondays and Wednesdays.
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Orders placed Wednesday through Sunday ship the following Monday
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Couriers do not deliver on weekends
What is processing time?
Processing time is the time required to prepare your order before shipment.
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Processing time may take up to 3 business days
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Processing time is separate from courier transit time
How long will my order take to arrive?
Delivery time depends on your shipping option and location.
Example with Express Shipping:
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Up to 3 business days processing
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1–2 business days transit
= Up to 5 business days total
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Which couriers do you use?
We ship via UPS, FedEx, and Purolator.
We do not ship using Canada Post and do not ship to PO Box addresses.
Are shipping fees refundable?
No. Shipping fees are non-refundable under all circumstances.
The Live Arrival Guarantee covers the value of the plant or animal only, not shipping costs.
What if my address is incorrect?
Orders are shipped exactly as entered at checkout. We are not responsible for delays or losses caused by incorrect or incomplete address or contact information.