Local Pickup

• Orders are typically ready for pickup the same day, as long as your online order has been processed.

• Pickup in East Gwillimbury / Newmarket area, further distances can be arranged for a fee.

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Shipping

Live Arrival Guarantee (DOA Policy)

At Fishroom.ca, we take great care in ensuring every fish is healthy, properly packed, and shipped under optimal conditions. We stand behind the quality of our livestock and offer a Live Arrival Guarantee on all shipments.

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Our Guarantee

All fish are guaranteed to arrive alive and in good condition when:

• The shipment is received on the first delivery attempt

• Someone is available to accept the package immediately upon arrival

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In the Rare Event of DOA

If a fish arrives deceased, you must:

• Notify us within 2 hours of delivery

• Provide clear photos or video of:

  • The fish in the unopened original bag

  • The overall contents of the shipment

This allows us to assess and resolve the issue quickly.

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Resolution

If your claim is approved, we will provide:

• Store credit for the affected livestock

Shipping, packaging, and handling fees are non-refundable.

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Important Conditions

To ensure eligibility for coverage:

• Fish must be left in original sealed bags for verification

• Delays in reporting beyond 2 hours void the guarantee

• The guarantee applies only to the first delivery attempt

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Shipping Delays & Carrier Responsibility

While we carefully select reliable shipping methods, Fishroom.ca is not responsible for delays caused by:

• Courier or airline issues

• Weather disruptions

• Incorrect shipping information provided by the customer

However, we will always do our best to assist in resolving any issues with the carrier.

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Cold Weather & Heat Packs

We use heat packs and insulation when required, based on weather conditions. Customers are responsible for ensuring someone is available to receive the package promptly during extreme temperatures.

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Our Commitment

We are hobbyists first and understand how important healthy fish are to your aquarium. Every order is packed with care, experience, and attention to detail to ensure the best possible outcome.

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Packaging

Our livestock is professionally packed using oxygen. Smaller fish are double-bagged, while larger fish are triple-bagged to ensure their safety. We carefully minimize excess packaging to promote higher survival rates. Upon request, heat packs and styrofoam boxes can be included (weather permitting).

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D.O.A (Dead on arrival)

The client must pick up all shipped livestock within 2 hours of the scheduled arrival time. In the event of any airline delays, the client is responsible for addressing the issue directly with the airline.

If any fish arrive dead on arrival (DOA) or there are other issues, the client must:
(A) Notify us within 2 hours of receiving the shipment, and
(B) Provide clear photos of the dead fish inside the original, unopened bag(s).

We are not responsible for any DOA or other issues reported after the 2-hour window from the scheduled arrival time.

We will coordinate with you to determine the best possible arrival time to suit your schedule. Please note, we are not liable for DOA caused by airline delays, mishandling, or other airline-related incidents. Any DOA or issues determined to be the result of our handling will be credited toward your next purchase.

Shipping, packing, and handling costs are non-refundable and will not be credited toward future orders