Frequently Asked Questions
1. Where are you located? Can I pickup my order?
(November 2023) Currently, pickup services are unavailable, and we regret any inconvenience this may cause. We are working to restore this service as soon as possible, although the exact date of its return remains uncertain at this time. We appreciate your understanding and patience.
We're based out of Pickering, Ontario but we're online only. This helps keep overhead low and we can pass those savings on to you.
If you wish to pickup your order we offer local pickup for free at 1822 Whites Rd. (UPS Access Point) in Pickering. Choose this option at checkout and we contact you with pickup instructions including date and time. (Monday-Saturday 9am-6pm) Confirmation is required prior to pickup
2. Where do you ship?
We ship to anywhere in Canada.
3. How quickly will I get my plants?
This depends on when you place your order and where you are in Canada. We ship plants every Monday and then it can take several days if you're on either coasts. Those living closer to Toronto will receive their plants sooner.
4. Do you have an order minimum?
Yes, we have an order minimum (calculated before shipping and tax). The minimum order requirement for shipping is $40. There is not minimum for local pickup.
5. What are your shipping costs?
Shipping is flat rate across Canada. As your order total grows, the shipping cost decreases. See our shipping page for more information.
6. When will you get more of XYZ?
We update our stock almost weekly. However, we're dependent on what our importer brings so we can't guarantee that a plant will be available by a particular date. If you're looking for multiple plants that are out of stock, send us a note and we'll respond to you as soon as possible. You can always checkout or event calendar found here to see when our next shipment is.
7. Do you pre-treat for snails and other pests?
Yes, we pre-treat our plants prior to shipping.
8. Why are my leaves yellowing and dying?
There are a few potential reasons: a) Firstly, some plants are grown out of water and go through a transition-phase once they're submerged. As part of this transition, some leaves may yellow and fall off. As long as you see new, green growth no need to worry. b) Secondly, being in a dark box for several days can cause some yellowing of older leaves. Just remove these yellow leaves and watch for new, green growth. c) Lastly, some plants drop some leaves when they're moved from one aquarium to the next due to a change in water parameters. Typically they'll go through an adjustment phase and then resume growth. This behaviour is more likely for advanced plants and rare for easy plants such as java moss, java fern, swords, vallisneria.
9. How do I redeem Aqua-Points?
When you've earned enough points you can redeem them in the form of a coupon e.g. $5, $10, or more off your purchase. To redeem your points, log into your account and then click on the aquapoints icon at the bottom left of the screen. In the pop-up window that opens, scroll down and look for a green "view" button. If this button is visible, click on it to convert your points to a coupon code. Enter the coupon code (e.g. "$5.00 OFF 8c6l583ef6g8" when you checkout (before submitting payment). See Example video Here
10. Where are my Aqua-Points?
Points are deposited once your order status has changed from "Awaiting fulfillment" to "Shipped" or "Completed"
11. What are my shipping options and what are the differences?
We offer both EXPRESS and REGULAR shipping options. Express shipping not only ensures your parcel arrives to you more quickly, but it also ensures you under our 'Dead On Arrival' Policy. In the unlikely event that a plant perishes during shipping, you will receive 110% back in store credit for the plant in question. In contrast, Regular shipping takes a bit longer to arrive and does not ensure you under the DOA policy in the event a plant arrived dead. We use Canada Post, UPS and FedEx.
12. I have a DOA to claim, how do I proceed?
In the unlikely event of a DOA (Dead On Arrival) Please send pictures of plants in their original condition at time of arrival to firstname.lastname@example.org Our team will review and provide you a response within 24 hours.
13. How do I add to my order? (CURRENTLY UNAVAILALBE NOV.2023) - If you wish to add to your order please email our team email@example.com
The simplest way to add to your order is to place a second order and choose local pickup as your shipping method. Be sure to add text in the comments section to let our team know. Alternatively, feel free to email our team at firstname.lastname@example.org with the additions and a payable invoice can be issued.
Coupon & Sale Policy
What happens if I've placed an order and a new sale or discount is introduced afterward?
If your order is pending shipment when a new sale or discount is launched, we regret to inform you that we cannot retroactively apply these new discounts or sale prices to existing orders. Our pricing reflects the prevailing promotions at the time of purchase.
When will I receive a refund for a canceled order during a sale or discount period?
Refunds resulting from order cancellations will be processed after the conclusion of the ongoing sale or discount period. This measure is in place to ensure fair treatment and prevent customers from strategically ordering before anticipated significant sale events like Black Friday or Boxing Day.
Why does Aquascaperoom have this policy in place?
Our policy is designed to maintain fair and consistent pricing for all customers. It prevents discrepancies in pricing and ensures that promotions apply uniformly to orders, discouraging strategic order placement ahead of anticipated sale events.
Can I use a new coupon or discount code on an existing order during a sale period?
Unfortunately, once an order has been placed and is pending shipment, we cannot retroactively apply new discounts or coupon codes to that specific order. We encourage customers to utilize valid coupons or discounts at the time of purchase.
How can I ensure I receive the best deal during sales or promotions?
To take advantage of our promotions and sales, we recommend placing orders during the active sale periods to benefit from the advertised discounts or special offers available at that time.
What if I have further questions or need clarification about the Coupon & Sale Policy?
Should you require additional information or clarification regarding our Coupon & Sale Policy, please feel free to contact our customer service team. We are here to assist you and address any concerns you may have.
We hope these FAQs have addressed your queries about our Coupon & Sale Policy. If you have any other questions, please do not hesitate to reach out to us. Thank you for your understanding and support.