Neo essence

Shipping live plant

All plants will be ship every monday of each week only to avoid service interruptions on weekend days.

Please refer to the D.O.A plant warranty page to find out about our delivery conditions and plant warranty.

Note:  We will hold onto your shipment if too cold or hot to ship live plants and shrimp safely to the next following week until the temperature is safety to ship the live stock.

Shipping dry good

Sousleau (the site) reserves the right to choose the delivery method most suitable for shipping orders within a reasonable time if you choose ground shipping at 25$

 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.

Refunds

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 sales@sousleau.ca

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 sales@sousleau.ca and send your item to the seller.

Gifts
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.

Currency

All prices displayed are in Canadian dollars