A) DOA Policy & Shipping

 Please Read Before Purchasing

Upon receiving your culture(s), it is solely the customer’s responsibility to understand how to maintain them. If you purchase a Culture Kit, instructions will be provided.

DOA and Shipping Policy

●All shipping takes place on Mondays. If Monday is a holiday, your order will ship on Tuesday.

●The shipping cutoff is Sunday at 8 PM Mountain Time. Orders placed after this time will be shipped the following Monday.

●An insulated box is required for all live blackworms, invertebrates (e.g., shrimp), and fish. Failure to include one in your order voids the DOA (Dead on Arrival) guarantee.

●An insulated box is also required for all living cultures if either Calgary or your delivery location is expecting daytime highs above 20°C or lows below 10°C.

Insulated box capacity:

●Small box: fits up to 3 units

●Medium box: fits up to 8 units

●Large box: fits up to 25 units

●No shipping will occur if daytime highs exceed 25°C or lows fall below -5°C. Orders will be held until conditions fall within a safe range.

●If you must receive a culture outside the safe temperature range (above 25°C or below -5°C), email us at livefishfoodcanada@gmail.com to discuss options.

Any DOA will only be replaced if:

●You selected the fastest shipping option available

●You comply fully with the rest of the DOA policy

●You email livefishfoodcanada@gmail.com within 2 hours of delivery, with photos of the DOA items

●Replacements will be shipped on the next available Monday once the weather allows.

Shipping Method Notes

●Due to ongoing delays with Canada Post, all shipments will be sent via UPS. Purolator will be the backup. 

●You will receive a tracking number, and the shipping service level will match what you originally selected through Canada post or Purolator.

Refund and Liability Policy

●Orders are non-refundable once the package has shipped.

●Shipping timeframes are estimates only. Delays caused by the carrier are beyond our control.

DOA Guarantee is Void If:

●You do not follow the policies stated above

●Delivery is missed

●Package is left outside or in a building’s locker for an extended time

●You enter an incorrect or incomplete address, including missing buzzer numbers

●You fail to provide photos of DOA items within 2 hours of delivery

●The package is returned to Livefishfood.ca due to refusal, missed delivery, or incorrect address

●If the DOA guarantee is void for any of the above reasons, no refunds or replacements will be issued.