Thank you for choosing Ton.Fish for your aquarium fish!
Shipping live aquatic animals by bus or plane is a little more complex than shipping a phone case or T-shirt through regular mail. It is therefore important to fully understand the process below before placing an order, so you are familiar with the steps and requirements involved.
How do I place an order and have it delivered?
For the time being, we operate through Facebook Messenger until we offer the option to place your order directly through our online inventory. Simply write to us and let us know which fish you would like to order, including:
- The species name as shown in our inventory (or the SKU)
- The size of the fish (as we sometimes offer several different sizes, and prices may vary)
- The quantity of fish for each species
- Your full address, including postal code
- Your telephone or mobile phone number
We will provide you with the necessary information after checking our inventory, and we will also determine the desired shipping date with you based on the shipping option selected. Depending on the option you choose, we will advise you of the applicable shipping fees.
Available Shipping Options
Ton.Fish currently offers three (3) shipping options, which may vary depending on the season or your location.
From the beginning of April (weather permitting) until the end of October, we offer the available shipping options. However, during the winter season, certain options may not be available depending on the temperature and current weather conditions.
The shipping options are as follows:
- Expédibus service (to collection points in several major cities and communities throughout Quebec)
- Purolator Express service (delivered directly to your door)
- “In Person” service (pickup at an agreed meeting location)
Shipping Times
Delivery times may vary depending on your location. Orders may be delivered the same day, the following day, or on a later date that will be communicated to you. Please note that we do not ship on weekends, statutory holidays, or Fridays unless an exception applies.
For the “In Person” service, the day and time will be arranged with you ONLY according to our scheduled travel plans for this purpose.
NOTE: Certain destinations have specific delivery days when you select the Expédibus shipping option.
Shipping Fees
Shipping fees depend on several factors, including the number of fish ordered (size or number of boxes) as well as your location. Since shipping live fish requires water (as you can imagine), ordering larger fish may affect the shipping cost.
For the “In Person” service, fees vary depending on the agreed meeting location.
DOA (Dead on Arrival) Guarantee
Ton.Fish guarantees that fish will arrive alive at the shipping destination. If a fish arrives dead, you must take clear photos of the fish while it is still inside its bag, clearly showing its condition, and send them to us in order to receive a credit. If this procedure is not followed, no credit or replacement will be provided for fish that are deceased upon arrival.
Please also note that shipping fees are never refundable.
Damaged Packaging
If the packaging is damaged, please notify us and provide photos as well, as carriers may occasionally mishandle packages, which may affect their contents.
24-Hour Period
All packages deliverable within 24 hours are normally eligible for this protection. At Ton.Fish, we are committed to ensuring that our customers are fully satisfied. In addition to providing this protection, we strive to provide you with fish of the highest possible quality.
Cancellation of an Order to Be Shipped
A 15% fee will be retained if you cancel your order. Orders are processed in the order they are received and according to the quantities available in inventory at the time the order is placed. If any items or fish must be removed from your order, the corresponding amount will be refunded on a prorated basis.
Equipment and Accessories
We also ship aquarium equipment and accessories purchased online. However, certain restrictions apply to heavy equipment. Please contact us for more information before completing your order.
IMPORTANT: We do not ship products containing liquids during the winter season or outside the periods designated for this purpose.
Other Insurance Options
However, we offer insurance for shipments to remote areas or international destinations in cases where delivery times may be very long or where complications are known to potentially occur. Please ask a Ton.Fish representative for more information.
* Some cities or regions may not be covered. If this is the case, please contact us and we will do our best to find a solution for you.