Shipping policy
Aquatell endeavours to get your items into your hands as fast, affordably, and conveniently as possible. Below are the details of how we ship, our commitment to you, and what we expect of our customers in this regard. If you have any questions, please get in touch with us here.
Shipping Communication
Once your order is placed, you will receive a shipping confirmation email, followed by a series of communications related to your order. These may include, but are not limited to, shipping updates, tracking details, carrier information and notifications of any unexpected delays.
For local deliveries handled by carriers that do not provide tracking numbers, we will include the name and contact information of the carrier.
To ensure you receive all relevant post-purchase information, including setup instructions, order updates, replacement reminders, and special offers, we encourage you to subscribe to receive Aquatell emails if you haven’t already.
Please note that opting out of email communications may result in missing important updates and access to helpful resources related to your purchase. You may unsubscribe at any time.
Shipping Cost
We’re very happy to offer Free Shipping on most orders over $249 before tax to most destinations across Canada. Some restrictions apply.
For orders that are under $249 before tax there is a $24.99 flat shipping charge that applies to every order shipped in Canada, except those listed below as exceptions.
For orders that are less than $50 before tax, there is an additional $12.99 shipping & handling fee.
For B2B/ Commercial Customers please visit our B2B Commercial pricing page and/or contact us for more information on commercial product/shipping prices.
*Free Shipping Exceptions
Shipping addresses located in Nunavut, Yukon & Northwest Territories will be subject to a $100 flat shipping charge on all orders.
Shipping addresses located in Newfoundland will be subject to a $40 flat shipping charge on all orders.
Heavy and oversized items shipping to Nunavut, Yukon, Northwest Territories and Newfoundland may be subject to additional shipping charges. We'll let you know right away if your shipping address is subject to additional fees and of course an order can always be cancelled and fully refunded.
Aquatell reserves the right to not ship any order on the basis of excessive shipping cost. In these cases an immediate and full refund will be issued, and we'll let you know right away.
Shipping Carriers
Aquatell ships using a variety of carriers. We are happy to take carrier requests but it is the sole discretion of Aquatell which carrier we ultimately decide to ship with. The vast majority of Aquatell shipments are made with common couriers including but not limited to:
- FedEx (Ground & Express)
- UPS
- Purolator
- Canpar
- Loomis Express
- DHL
For orders that exceed the weight restrictions of common couriers, Aquatell will ship by LTL Service (aka by "truck"). In Canada, we commonly use the following carriers, though we may use others occasionally or upon request:
- Day & Ross
- Apex
- Manitoulin
- Myers
Shipping with Canada Post
Generally speaking, Aquatell is not able to ship with Canada Post, though in some rare cases, we may be able to. Canada Post does not integrate well with eCommerce businesses and their shipping rates are not competitive with the common couriers so we're not able to offer them as a standard carrier.
Shipping to P.O. Boxes or Rural Route (RR) Addresses:
Because Aquatell is not able to ship all orders with Canada Post we are not able to accept addresses that include a P.O. Box or Rural Route (RR) address. All orders placed with Aquatell require a street address. In some geographies common couriers (UPS, FedEx, Purolator) are used to shipping to non-street addresses (P.O. Boxes / Rural Routes). If a customer knows that they regularly receive delivery by these couriers to their P.O. Box or RR containing address they can choose to use this as their ship-to address when ordering however if the shipment is unable to be made or goes missing this will be the responsibility of the customer, not Aquatell.
Warehouses
Aquatell ships our products from a number of Canadian warehouses in Alberta and Ontario to ensure timely delivery and excellent customer service. Sometimes an order may be partially shipped from two warehouses.
Delivery Time
Most orders received by Aquatell will be shipped the following business day. Most orders arrive within 5 business days but due to the combination of carriers, warehouse location and customer address, we cannot promise that items will arrive within that time frame. If an item is out of stock we will let you know as quickly as possible and will provide you with an ETA for the item or we will help you find an alternative product. If the delivery of your order is time-sensitive, please contact us so we can try to arrange a timely delivery that meets your needs.
Access To Ship-To Address
Aquatell expects that the ship-to address provided by a customer will be fully accessible at the time of attempted delivery. Access control gates, excessively long or steep driveways, construction, excessive snow or mud accumulation or any other on-property condition that prevents the delivery of your shipment may render our shipping commitment null and void and re-shipping attempts may be at the customer's expense.
Missed Deliveries
All of the couriers and LTL carriers used by Aquatell to deliver customer orders have processes in place to make the receipt of your delivery possible and convenient. If a delivery is returned to us by one of these carriers, it will be the responsibility of the customer to pay for a second delivery attempt. Aquatell's free shipping policy does not extend to shipments that go undelivered and are returned to us. If you believe you will be unable to receive a delivery please contact us as early in the delivery process as possible and we may be able to make special arrangements.
Shipping Errors
If you believe you have received the wrong product, have been short-shipped, or believe any other product or quantity error has occurred, please report to Aquatell within 24 hours of product delivery. Shipping errors not reported within this time frame may not be corrected. Even if you do not intend to use the product right away, we must be made aware of any shipping discrepancies in the described 24h window.
Shipping Damage
Despite our best packing efforts, some orders may be damaged in transit. If you have received an order that is damaged you can do the following:
- Refuse the shipment if the package is clearly severely damaged
- Immediately inspect the outer packaging and contents for shipping damage
- Report this damage to Aquatell within 24 hours of delivery
If you don’t report damages to us within 24 hours of product delivery it will be impossible for us to make a claim with the carrier and in turn will make it impossible for us to reimburse you for shipping damages.
Even if you do not intend to install the product right away, any damages must be reported to us within 24 hours of delivery.
Multiple Package Shipments
We make every effort to send your order in one shipment, but sometimes it is necessary for us to break up orders into multiple packages or shipments.
Delivery Address Accuracy
For Aquatell to deliver your order as quickly as possible we require that delivery details are accurate. We are not responsible for orders that are delayed, lost, or misdirected as a result of an inaccurate address being provided during checkout.
Aquatell will not be responsible for additional shipping charges that result from inaccurate or incomplete address information.
If we discover an error in shipping information we will attempt to contact you to correct the problem but it is ultimately the customer's responsibility to provide accurate information on checkout.
Delivery to Remote Locations
Canada's a big place and in the rare case that the delivery address is in a location where our usual shipping methods aren’t available, there will be an additional cost for delivery. Cases like this are extremely rare and we would contact you before we ship your order to ensure that you are aware of the additional cost.