Shipping policy

Shipping Policy

Here's what to expect when your AquaVial order is on its way.

Where we ship

We ship within Canada, the United States, and internationally to most countries. If you're outside Canada/US and don't see a shipping option at checkout, email support@aquavial.shop and we'll try to accommodate.

Shipping rates

  • Canada and United States: Free standard shipping on orders over $50 USD. Orders under $50 USD ship at a flat rate calculated at checkout.
  • International: Shipping rates are calculated at checkout based on destination, weight, and selected service.

Order processing

We process and ship orders within 1–2 business days (Monday–Friday, excluding statutory holidays). Orders placed on weekends or holidays ship the next business day. You'll receive a shipping confirmation email with tracking information once your order is on its way.

Carriers and transit times

We ship with established carriers chosen for the destination. Estimated transit times after shipping (not including the 1–2 business day processing window):

  • Canada (Canada Post): 3–7 business days
  • United States (USPS or Canada Post): 3–7 business days
  • International (UPS, DHL, or postal service depending on destination): 7–21 business days

Transit times are estimates from the carrier and not guaranteed. Remote destinations and customs inspections can extend delivery.

Tracking

Tracking information is included in your shipping confirmation email. If you create an account, you can also view tracking from your order history page. Most shipments are trackable end-to-end; some international postal shipments may show limited tracking once they hand off to the destination country's postal service.

Customs, duties, and import taxes

For international orders (outside Canada and the United States), you are responsible for any customs duties, import taxes, brokerage fees, or other charges levied by your country's customs authority. These are not included in your order total or shipping rate at checkout, and they vary by country. The carrier or your local customs office will contact you if duties are due before delivery.

Refusing a shipment because of duties owed will result in the package being returned to us; in that case the cost of the original shipping and return shipping is non-refundable.

Lost or delayed packages

If your tracking shows no movement for 10 business days (Canada/US) or 21 business days (international), email support@aquavial.shop with your order number. We'll open a trace with the carrier. Most "lost" packages turn up within a few days of a trace; if not, we'll send a replacement at no cost.

Address accuracy

Please double-check the shipping address you enter at checkout. We ship to the address you provide. Carriers will return packages with incorrect or incomplete addresses to us, and we'll need to charge re-shipping costs to send the package out a second time. If you spot an error within 1 hour of placing the order, email us immediately and we'll try to correct it before the order ships.

Questions

Email: support@aquavial.shop
Phone: 1-866-574-8929 (Mon–Fri, 9 AM – 5 PM Eastern)