Shipping live plant
All plants will be ship every monday of each week only to avoid service interruptions on weekend days.
To get the D.O.A guarantee, the buyer need to choose PUROLATOR EXPRESS or 1 DAY DELIVERY OPTION. This method guarantee 1 to 2 business transit from our location to your location.
DEAD or ALIVE GUARANTEE
All plants from Sousleau is in the best possible condition before shipping. They will be packed appropriately for shipping with all necessary materials for protection. Sousleau may delays the shipping if the weather is not appropriate for the next week.
If you receive dead plants please contact us by e-mail at email@example.com to get a refund or replacement. The shipping cost is not refundable and if you choose a replacement, the shipping fees is cover by the buyer. Please include photos.
- Dead bucephalandra looks like a ball of green mush. The leave are melt and sticky.
Shipping dry good
Sousleau (the site) reserves the right to choose the delivery method most suitable for shipping orders within a reasonable time.
Here are the carriers Sousleau aquarium uses:
- Purolator road service
- Canada Post
- UPS ground
- Canpar ground
- Fedex ground
Shipping is always the monday of every week.
The delivery address must not refer to a postal box commonly called a "PO BOX", where appropriate we reserve the right to cancel the order.
Order cancellation fees
If you want to cancel an order and it has not been processed, Sousleau aquarium will charge a 50% fee and only the delivery costs will be 100% refunded.
Sousleau aquarium does not accept returns, and refunds are only eligible for shipments with the D.O.A. The refund is made within 3 to 5 working days. Delivery charges are excluded from the D.O.A warranty and are non-refundable.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to the seller.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift discount will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
All prices displayed are in Canadian dollars