Shipping policy

🐠 Primal Paradise Pets — Shipping & Delivery Policy

At Primal Paradise Pets, we take pride in ensuring every order is packaged and shipped with care. Because we deal with live animals and aquatic life, we have strict policies in place to ensure safety, fairness, and legal protection for both our customers and our business.

By placing an order, you acknowledge and agree to all terms below. These terms are strictly enforced and non-negotiable.

1. Order Processing

  • Orders are processed within 1–3 business days, excluding weekends and holidays.
  • Live fish, reptiles, and plants may require extra time based on weather, inventory, and courier scheduling.
  • Orders may be delayed during extreme temperatures or unsafe shipping conditions.
  • Processing times may extend during holiday or high-volume periods.

2. Shipping Methods & Fees

  • Shipping fees are calculated automatically at checkout based on order weight, destination, and product type.
  • Live animals are shipped with insulated packaging and oxygenated bags when applicable.
  • Overnight or express shipping may be required for live orders.
  • All shipping fees are non-refundable once processing has begun or the order has shipped.

3. Live Fish & Animal Policy

All fish and reptiles are inspected, healthy, and feeding before shipment. Photos or videos may be taken during packing for verification. Please note that no guarantees are made once the shipment leaves our facility, as live animal transport always carries risk.

Fish DOA (Dead on Arrival) Policy

  • Customers must inspect all fish immediately upon delivery.
  • Any DOA fish must be reported within 24 hours of delivery.
  • Claims must include:
    • Clear, timestamped photo or video of the fish in the unopened bag, and
    • A photo or water sample test proving the fish were placed in clean, conditioned water immediately upon arrival.
  • Claims without proof or made after 24 hours will not be accepted.
  • If approved, customers will receive store credit only equal to up to 50% of the fish’s purchase value.
  • Shipping fees, packaging costs, and taxes are not refundable.
  • Store credit cannot be exchanged for cash and expires 60 days after issue.

⚠️ Important:

  • The 50% store credit applies only to fish.
  • No credits, refunds, or replacements will be provided for reptiles, amphibians, invertebrates, or plants under any circumstances.
  • Primal Paradise Pets reserves the right to deny or reduce credit if loss is due to poor water quality, improper acclimation, or customer neglect.

4. Risk of Loss & Responsibility

  • Once an order is handed to the carrier, ownership and all risk transfer to the customer.
  • Primal Paradise Pets is not responsible for:
    • Delays or mishandling by the courier
    • Temperature-related losses
    • Incorrect addresses or missed deliveries
    • Packages left outside after delivery
    • Customer neglect or improper setup
  • Customers must ensure someone is available to receive live orders immediately upon arrival.

5. Shipping Restrictions

  • Certain species may not be shipped to specific provinces or regions due to legal or climate restrictions.
  • Customers are fully responsible for knowing their local regulations.
  • We reserve the right to cancel or postpone shipments if weather or transport conditions are unsafe.

6. Local Delivery Policy (Toronto & GTA)

Delivery Scheduling

  • Deliveries are scheduled by route and driver availability.
  • Customers will be contacted with an estimated delivery time.
  • Deliveries may be delayed for animal safety, weather, or traffic.

Delivery Requirements

  • A responsible adult (18+) must be present to receive live orders.
  • If no one is available, redelivery fees may apply.
  • Deliveries will not be left unattended unless written consent is provided. The customer then assumes full responsibility for any loss or damage.

Delivery Liability

  • Once delivery is completed (in-person or by customer consent), ownership and responsibility transfer to the customer.
  • Primal Paradise Pets is not liable for:
    • Loss or death from temperature exposure after delivery
    • Stolen or missing packages
    • Customer handling errors
    • Delays caused by weather, traffic, or unforeseen issues

Delivery Cancellations

  • Deliveries may be rescheduled for animal welfare or unsafe conditions.
  • If a delivery is canceled after the driver has departed, a non-refundable service charge applies.

7. Legal Disclaimer

  • All live sales are final.
  • Primal Paradise Pets does not guarantee live arrival for fish, reptiles, or plants.
  • Our maximum liability is limited to store credit up to 50% of the purchase price for fish only, provided all policy conditions are met.
  • No refunds or credits will be issued for reptiles, amphibians, plants, or invertebrates.
  • Primal Paradise Pets is not liable for losses caused by courier delays, weather, or customer handling.
  • Customers accept full responsibility for proper care, handling, and setup upon arrival.