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Thank you for choosing NuTerro Aquatics for your hydroponic, water feature, and aquarium needs! We're dedicated to providing you with high-quality products and exceptional service. Please review our shipping policy to understand how we handle the shipment of your orders.
Shipping Zones
We currently offer shipping services across Canada. Whether you're in the bustling city of Toronto or the serene landscapes of British Columbia, we ensure prompt delivery to your doorstep.
Shipping Rates
We provide free shipping on all orders over $150. For orders under $150, a flat-rate shipping fee will apply. Shipping rates may vary depending on the weight, size, and destination of your order. The shipping cost will be calculated at checkout for your convenience.
Processing Time
Orders are typically processed and shipped within 1-2 business days after payment confirmation. However, please note that during peak seasons or promotional events, processing times may be slightly extended. Rest assured, we strive to dispatch your orders promptly to minimize any delays. We will update our shipping system to let you know when we've shipped your items.
Shipping Carriers
We partner with reputable shipping carriers to ensure the safe and timely delivery of your packages. Once your order is dispatched, you will receive a tracking number via email, allowing you to monitor the status of your shipment in real-time.
Delivery Time
Delivery times may vary depending on your location and the shipping method selected at checkout. Generally, orders within Canada are delivered within 3-7 business days. Please note that unforeseen circumstances, such as weather conditions, heavy volume or public holidays, may impact delivery times.
Free Shipping Selection
Free shipping - The free shipping option is sent via the 3-7 business day shipping option. This does not include the two-business-day processing.
International Shipping
At this time, we do not offer international shipping outside of Canada. We apologize for any inconvenience this may cause and appreciate your understanding.
Order Tracking
Once your order has been shipped, you will receive a confirmation email with a tracking number. You can track the progress of your shipment by entering the tracking number on our website or directly on the carrier's website.
Shipping Address
Please ensure that the shipping address and email provided during checkout are accurate and complete to prevent any delays or misdeliveries. We are not responsible for orders shipped to incorrect addresses provided by the customer.
Order Confirmation
Upon placing your order, you will receive an order confirmation email containing the details of your purchase. Please review the information carefully and contact us immediately if any discrepancies are found.
Lost or Damaged Shipments
In the rare event that your order is lost or damaged during transit, please contact our customer service team within 48 hours of receiving your package. We will work diligently to resolve the issue and ensure your complete satisfaction.
Special Orders
If your order is a special order with large and/or overweight items, we will update you with shipping and tracking information once the order has shipped. These orders are typically shipped via ground freight truck and will take extra time to arrive. It is your responsibility to arrange for unloading or picking up the order from your local pickup location.
Returns and Exchanges
For information regarding returns and exchanges, please refer to our Returns Policy.
Contact Us
If you have any questions or concerns regarding our shipping policy, please don't hesitate to contact our friendly customer service team. We're here to assist you every step of the way.
Thank you for choosing NuTerro Aquatics. We appreciate your business!
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Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same new condition as when you received it. It must also be in the original packaging that is not damaged in any way.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, plants, seeds, fish, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items
To complete your return, we require a receipt or proof of purchase. Do not ship an item before getting in contact with us. We require pictures of the product and some information before we approve/deny the return.
Please do not send your purchase back to the manufacturer.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain number of days. Please allow up to 7 business days for the credit card companies to process the refund and return it to your card before reaching out to inquire about the status.
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 [email protected]
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 or, in the case of apparel, if it doesn't fit. If you need to exchange it for the same item, send us an email at [email protected] first, and once instructed, send your item to: A-184 Caron Rd, Headingley, MB, R4H 1B4, Canada.
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 certificate will be mailed or emailed 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 they will find out about your return.
Shipping
To return your product, you should mail your product to: A-184 Caron Rd, Headingley, MB, R4H 1B4, Canada. (only ship after being in contact with us)
You will be responsible for paying for your own shipping costs when returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
If you have any questions regarding our shipping or return policies, please reach out to us at: [email protected]