Got a question? Read on to find answers to our most Frequently Asked Questions.

If you have any questions that are not listed below, you can email us directly and our team will assist you.

Question What is your return policy?
AnswerWe will only accept returns on items that are in its original condition: unopen, unused, and unwashed with all the original tags and packaging intact.
Question Which carrier are you using and when can i expect my order ?
AnswerWe’re doing our best to process and ship orders out as quickly as possible. However, due to an increase in online orders, it may take up to 3-7 business days to receive your order.

Orders placed on AQUABIOTICS.CA are usually shipped via Canada Post.

Once your order has shipped you will receive an email notifying you your order/part of your order has shipped.  Please select “track your order” for all carrier and shipping updates.

Question An item is missing from my order. What should I do?
AnswerWe may have sent your order in multiple shipments. To verify, please check the shipping confirmation email and the packing slip included in the parcel. The packing slip will confirm which items you can expect to find inside.

If an item is missing, please contact our Customer Care team within 30 days of receiving your package. We will do our best to find a solution as quickly as possible.

Question Why isn’t my tracking number working?
AnswerWe receive a tracking number to your package when it is shipped through Canada post. Once your package has arrived at their facility your tracking details will be updated. This may take up to 7 days from the time your order leaves our facility. Please continue to track your order through the carrier’s website provided in your shipping confirmation email.
Question Do you offer international shipping?
AnswerAQUABIOTICS ships everywhere in North america and internationally.
Question An item that I recently purchased went on sale. Can I receive a price adjustment?
AnswerIf the price of an item you recently purchased has been reduced, we will happily perform a one-time sale adjustment at your request. For qualifying items purchased online, please contact the Customer Care team within 3 days of placing your order. The item must still be in stock and must be available in the same size.

The following criteria must be met:

  • the price must be verifiable by our customer care team
  • the price must be posted in Canadian currency
  • the item must be available for immediate purchase
  • the item must be the same model and size

The conditions of our price match policy may be modified without notice.

Need assistance?
Our Customer Care team will be happy to help you!

Please note that our Customer Care team is busier than usual during these unpredictable times. Responses may take longer than usual but are doing our best to answer in a timely fashion. We appreciate your patience.

  • Service Hours

  • Monday to Friday    9:00 am – 6:00 pm EST