Shipping policy

Shipping Policy – ReefSolution

At ReefSolution, we strive to provide fast, secure and economical shipping solutions for your corals, invertebrates, reef aquarium accessories and other aquarium products. Below are the details of our shipping policy to ensure a transparent and pleasant experience.

Shipping Fees in Canada

We offer some of the lowest shipping rates in Canada. Rates vary by province and product type.

The fees displayed at checkout are an estimate based on the weight and volume of the items. In some cases, additional fees may apply, in particular for:

oversized or heavy items, or items requiring special packaging (sand, rocks, salt, lids);
addresses in remote, rural or hard-to-reach areas, where carriers apply delivery surcharges.

If an adjustment is required, we will contact you before shipping to inform you of the exact amount. You will then have the choice to:

Accept and pay the difference; or
Cancel the order and receive a full refund of amounts already paid.

Note: oversized and heavy items, as well as addresses in remote, rural or hard-to-reach areas, are not covered by free shipping, even if your order reaches the usual threshold for this promotion.

Quebec

Equipment: $8.99 (free shipping for orders of $75 and over).
Corals and invertebrates: $40 (free shipping for orders of $350 and over).
Aquariums & Kits: $150 (e.g., RedSea Reefer, ProClear).

Ontario

Equipment: $9.95 (free shipping for orders of $125 and over).
Corals and invertebrates: $40 (free shipping for orders of $400 and over).
Aquariums & Kits: $150 (e.g., RedSea Reefer, ProClear).

Alberta, British Columbia, Manitoba, New Brunswick, Nova Scotia, Prince Edward Island, Saskatchewan

Equipment: $12.95 (free shipping for orders of $125 and over).
Corals and invertebrates: $54.95 (free shipping for orders of $500 and over).

(Note: fees for oversized or heavy items — sand, rocks, salt, lids — are calculated at the time of order and are not covered by free shipping.)

Processing Times and Carriers

Reef equipment and aquarium accessories: shipped within 1 to 2 business days via Purolator, Loomis, FedEx or UPS.
Corals and invertebrates: shipped only on Tuesdays and Wednesdays via FedEx Priority, Purolator or UPS, to ensure fast and secure delivery before the weekend. As our store is closed on Mondays, no shipments of corals or invertebrates are sent that day.

For each order, we select the carrier offering the best combination of speed, reliability and cost based on our judgment and experience. If you have a specific preference for a carrier or special shipping instructions, you must contact us at sales@reefsolution.com before shipping of your order.

We will contact you before shipping if any adjustments to fees are required.

Note: ReefSolution does not sell or ship fish by mail. Only corals and invertebrates are available for shipping.

Policy for Corals and Invertebrates

Corals and invertebrates require special attention during shipping. We use specialized packaging (floating foam for hard corals) to ensure their safety.

Dead on Arrival (DOA) Guarantee

We offer a limited guarantee for corals and invertebrates dead on arrival, subject to the following strict conditions:

Mandatory video (continuous and uncut)

the opening of the sealed box upon receipt;
the sealed bags;
the opening of the bags;
the corals or invertebrates placed in the aquarium water after the floating period (temperature acclimation).

Required photos

Photos must clearly show the affected corals or invertebrates in the aquarium water after acclimation.
Important: photos of corals held out of the water do not constitute valid evidence of death. A coral removed from water naturally closes — this is normal behavior, not a sign of death. The video and photos must mandatorily show the specimens in the aquarium water after acclimation.

Submission deadline

The video and photos must be sent to sales@reefsolution.com within one hour of delivery confirmation from the carrier.
Any claim submitted after this deadline, or without compliant documentation, will be automatically denied.

Form of compensation

Once the claim is validated, a store credit or replacement will be offered (additional shipping fees may apply).
No monetary refund will be issued.

Normal coral behavior upon arrival

It is normal for a coral to be retracted, closed or appear "lifeless" upon arrival. This is a natural response to the stress of transport. The coral will gradually open once placed in the aquarium water and properly acclimated. A closed coral is not a dead coral.

Warranty exclusions

No warranty is offered for losses caused by:

carrier delays;
incorrect acclimation or acclimation not in accordance with our instructions;
the recipient's absence at the time of delivery;
unrealistic expectations regarding the color or appearance of corals;
losses occurring after acclimation.

Final sales

Orders of corals and invertebrates are final, non-refundable and non-exchangeable, except in cases covered by the DOA guarantee detailed above.

Mandatory signature for coral and invertebrate orders

Due to the fragility of corals and invertebrates, the customer must be present at the delivery address to receive and sign for the package. The package must not be left at the door or in a vestibule under any circumstances.

If you cannot be present at the time of delivery, you must notify us at sales@reefsolution.com before shipping to arrange an alternative (postponement, alternative address, pickup location).

Aquarium ReefSolution inc. is not responsible for losses resulting from the recipient's absence at the time of delivery, including packages returned to the carrier, redirected to a pickup location, or exposed to inadequate temperature conditions while awaiting a second delivery attempt.

Mandatory acclimation

Float the bags in your aquarium for 15 to 30 minutes before opening to equalize the temperature.
Do not perform a disinfectant bath (dip) for 48 hours, as additional stress could be fatal to corals.
Reduce lighting intensity at first and increase it gradually.

Equipment Damage

In case of equipment damage:

Contact ReefSolution and the carrier within 6 hours of delivery.
A claim will be filed, and your order will be reshipped after carrier validation.
If a refund is requested, a 15% restocking fee will apply.

Responsibility After Delivery

Our responsibility is limited to the quality of the preparation, packaging and shipping of your order up to the moment the carrier confirms delivery to the address provided by the customer.

A delivery is considered confirmed as soon as the carrier provides one of the following:

photographic proof of delivery;
a receipt signature;
GPS delivery confirmation.

After this confirmation, responsibility for the package transfers to the recipient. Aquarium ReefSolution inc. is not responsible for packages stolen, lost, redirected or damaged after confirmed delivery. No refund, replacement or credit will be issued in such cases.

All our packages are insured against damage and loss in transit, in accordance with carriers' policies. This coverage ends at the moment of delivery confirmation.

Unsecured Addresses

For addresses where no one can receive the package in person (multi-unit buildings, dense urban areas, daytime absences), we strongly recommend selecting the "signature required" option at checkout. Without this option, packages may be left at your door or in your vestibule according to the carrier's practices.

In Case of a Missing Package After Delivery

If your package disappears after delivery confirmation by the carrier, we will assist you in opening an investigation with the carrier, but the main recourses belong to the recipient:

police report (theft of property);
claim with your home insurance;
verification of your credit card purchase protection (Visa Infinite, Amex, Mastercard World Elite, etc.).

A correct, complete and secure delivery address must be provided by the customer at the time of order.

Non-Shipped Items

Certain bulky items such as aquariums, furniture or chillers cannot be shipped. These products are available for in-store pickup only.

Remote Areas

For regions such as the Yukon, Nunavut or the Northwest Territories, additional shipping fees may apply. You will be contacted for confirmation before shipping.

Returns and Cancellations

Equipment orders can be cancelled before shipping at no cost.
Once shipped, only equipment orders can be returned, subject to a 15% restocking fee. Please see our Refund Policy for more details.

Contact Us

For any questions or assistance:

Aquariums Solution Récif inc.
3364 Boulevard Saint-Martin O, Suite 100
Laval, QC H7T 1A1, Canada
Phone: 450 669-9256
Email: sales@reefsolution.com