Order Cancellations
All orders cancelled at the customer’s request are subject to a 5% cancellation fee.
This fee covers non-refundable payment processing and administrative costs.
The applicable fee will be deducted from the total refund amount.
Payment & Order Verification
To ensure a safe and secure shopping experience for all customers, Reef Paradise reserves the right to review and verify any order prior to fulfillment.
For certain orders, additional verification may be required, including but not limited to:
- Matching billing and shipping information
- Verification of the cardholder’s identity
- Alternative payment methods (e.g., e-transfer or in-person payment)
Orders that cannot be successfully verified may be cancelled and refunded at our discretion.
Order Pickup Policy
For orders being picked up:
- The cardholder must be present with matching photo ID when paying by credit card, or
- Payment must be completed via verified alternative methods (e.g., e-transfer)
If a third-party (driver/courier) is picking up an order:
- Additional verification may be required prior to release
- Reef Paradise reserves the right to refuse release of goods if verification requirements are not met
This policy is in place to protect both our customers and our business from unauthorized transactions.
Livestock Orders (Minimums & Shipping)
Minimum Order
All livestock orders must meet a $150 minimum (before tax and shipping).
Orders below this amount will incur a $20 surcharge to offset specialized packaging and shipping costs.
Shipping Schedule
- Livestock is shipped via priority overnight express only
- Orders ship Wednesday for Thursday delivery
- Order deadline: Sunday at 11:59 PM (EST)
- Orders placed after the deadline will ship the following week
Quality Assurance
All livestock (fish, corals, invertebrates) are carefully inspected prior to shipment.
If any item does not meet our quality standards, we will contact you to arrange:
- Replacement
- Substitution
- Refund
- Shipment delay
Livestock Shipping Rates
- Ontario: $30 flat rate — FREE over $400
- Quebec & British Columbia: $40 flat rate — FREE over $500
- Rest of Canada: $50 flat rate — FREE over $600
Shipping Exceptions
- Applies to urban areas only
- Remote/rural postal codes may incur additional charges
- Excluded postal code prefixes include:
A0, B0, C0, E0, G0, H0, J0, K0, L0, M0, N0, P0, R0, S0, T0, V0, X0, Y0
Customers may be contacted to pay an out-of-area surcharge where applicable.
Dry Goods Shipping
Free Shipping Minimums
- ON, QC, BC: Orders over $120
- All other provinces/territories: Orders over $170
Oversized & Heavy Items
Items such as:
- Aquariums
- Stands
- Large lighting systems
- Salt
- Certain filtration media
…may require additional shipping charges. Customers will be contacted with a quote if applicable.
Additional Shipping Terms
- Shipping carriers are selected at our discretion
- Free shipping applies to urban areas only
- Remote locations may incur additional fees
- In certain cases, dry goods may be combined with livestock shipments — please contact us for details
DOA (Dead on Arrival) Policy
To qualify for our DOA guarantee, the following requirements must be strictly followed:
Required Proof
- A clear video of the unopened box being opened
- The unopened bag clearly showing the DOA specimen
Reporting Timeframe
- Photos and video must be submitted within 3 hours of delivery confirmation
- Failure to report within this timeframe will void the guarantee
Important Conditions
- Do not discard any livestock until instructed
- We must confirm the DOA before any credit is issued
Resolution
- Approved DOAs will be issued as store credit only
- Shipping fees are non-refundable
- If a replacement is unavailable, full credit will be issued for the item
General Policy Notes
- Reef Paradise reserves the right to limit, cancel, or refuse any order at our discretion
- Policies are subject to change without notice
- By placing an order, you agree to all terms listed above
