Terms of service
**Shipping Terms / Orders**
1. All processed in-stock orders will be shipped the next business day. If an item is out of stock, back-ordered, or a special order, you will receive an email notification regarding any delays. You may refuse the order for a full refund. Back-ordered items can be ordered, but please be prepared for potential delays. We generally avoid credit card refunds, as our processing rates are affected by our refund record. It is important to check stock availability before ordering.
2. Cancellations, refunds, or changes prior to shipping may incur a $10 processing fee plus a 10% restocking fee.
3. If you refuse a package (e.g., return to sender, missed delivery, or address errors), you may incur a $15 processing fee and a shipping refusal fee. Your refund may be delayed up to 10 days. To return an item, you must accept the package first and then email us for a Return Merchandise Authorization (RMA) number.
4. Free shipping does not apply to oversized or overweight items. A small fee may be charged at checkout for these items. We reserve the right to charge extra shipping fees when applicable. These extra fees typically apply to remote shipping areas. If the shipping cost surpasses 20% of the order value (including oversized or expedited shipping options), we will notify you by email before processing your order. You have the right to refuse, and your order will be 100% refunded.
5. "Free Shipping" does not apply to oversized items such as sand, aquariums, salt, lighting fixtures over 36 inches, or bulbs, and does not apply to Nunavut.
6. In-stock orders cannot be edited once placed, as they are sent to the warehouse immediately. We do not guarantee pricing after shipment. If an item's price is reduced before shipment, we will refund the difference.
7. All shipments are fully insured. Claims for broken items must be made within 48 hours of receipt. Please allow up to 10 days for resolution; most claims are resolved within 48 hours. Items valued under $20 do not require a claim; you will be refunded as this value exceeds shipping and processing costs.
8. Reshipping of Damaged Items. If an item arrives damaged or requires replacement and its value is under $25 (before tax and shipping), it will be refunded rather than reshipped. This policy applies to standard merchandise and does not cover items under manufacturer warranty, which follow separate warranty procedures
9. Reshipping of Items Sent in Error.
If an incorrect item is sent in error and its value is under 15% of our shipping cost (before tax and shipping), it will be refunded rather than reshipped.
10. PO Boxes
We do not ship to PO Boxes ( or Box numbers). If an order is submitted with a PO Box address and is processed or shipped, the customer assumes 100% responsibility for any delivery failure, return shipping fees, carrier charges, and original outbound shipping costs incurred by us.
All associated fees will be deducted from any eligible refund. This policy is non-negotiable. Please ensure you provide a valid physical street address when placing your order.
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**Return Policy**
1. We cannot accept returns for opened or used products. Please verify that you have received the correct product and version before opening the package. If the seal remains undamaged, you may return the item within 30 days of purchase for an exchange, credit, or refund (excluding original shipping costs).
2. To return an item, simply send the unopened product to the address below. Please include your order ID after “RMA” on the package. Returns without this information may be delayed or refused.
Reef Supplies
RMA (YOUR ORDER ID)
6950 Jarry Est.
Saint Leonard, QC
H1P 3C1
Returns without an RMA will be refused. All original parts and documentation must be included. Returns not in perfect condition or missing components may incur partial credits or be refused. The original packaging must also be intact. Always use a cardboard shipping box for returns to ensure they are in resalable condition.
3. Return shipping is at your expense. Free shipping does not apply to exchanges or returns.
4. A non-refundable restocking fee of 10% (minimum $5) may apply to returned merchandise or cancelled orders, even if they have not shipped (excludes exchanges). Restocking fees are applied at our discretion and are uncommon. They are typically reserved for accounts with a pattern of excessive returns, cancellations without returns, or disrespectful behavior toward staff.
5. Bulk items cannot be returned due to the lack of tamper-proof packaging. Please email us with any questions before purchasing.
6. Some leakage during shipping is normal for fluids, as long as it does not damage other items. We will only cover losses if 5% or more liquid is lost.
7. Special order items are non-refundable, and we do not accept PayPal for these items. The estimated time of arrival for special orders is approximately 2-3 weeks, though this is not guaranteed.
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Chargebacks, Payment Disputes, and Fraudulent Claims
All orders placed with us are considered final and authorized by the cardholder. By completing a purchase, you confirm that you are the authorized user of the payment method used.
If a chargeback, payment dispute, or payment reversal is filed on an order that we can reasonably demonstrate was validly placed, fulfilled, and delivered (including proof of payment authorization, order records, tracking, delivery confirmation, and communication logs), we will treat this as a disputed transaction requiring investigation.
We strongly encourage customers to contact us directly before initiating a chargeback, as most issues can be resolved quickly without third-party involvement.
Where a chargeback is determined to be unfounded or abusive, we reserve the right to recover all reasonable costs incurred as a result of the dispute, including:
- Chargeback and payment processor fees (typically $25 to $100 per occurrence, depending on provider)
- Administrative and investigation fees ($150 to $1000 per case, based on time and processing required).
- Shipping, return, restock, or recovery costs where applicable
- Collection agency fees if the account is transferred for recovery (typically 15%–30% of outstanding balance, where permitted by law)
- Reasonable legal fees incurred in the enforcement or recovery of outstanding amounts, where permitted by applicable law
Outstanding balances resulting from validated transactions or reversed chargebacks may accrue interest at 2% per month (24% per annum), or the maximum rate permitted by law, whichever is lower, from the original transaction date until paid in full.
Accounts involved in fraudulent, abusive, or bad-faith chargebacks will be suspended and permanently closed at our discretion, and we reserve the right to refuse future service.
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**Gift Cards / Coupons**
Gift cards do not expire. Rebate coupons are valid for one year and are non-redeemable after expiration. Free shipping coupons are excluded.
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**Sales**
We do not offer price drop guarantees. If you purchase before a sale, we cannot credit or refund the difference.
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**Warranty**
Product warranties are generally handled directly by the manufacturer. If you experience an issue with a product, please email us first, and we will direct you to the appropriate warranty process.
Shipping damage is not covered under manufacturer warranty. All shipping-related issues must be reported directly to us.
Manufacturer Policies
Warranty terms and procedures vary by manufacturer. We recommend visiting the manufacturer’s official website for warranty details and contact information. If you need assistance, feel free to contact us and we will be happy to help.
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**Auto Top Off (ATO) Disclaimer**
Auto Top Off (ATO) systems have built-in safety mechanisms, but caution is still necessary. Your ATO reservoir must hold enough water to replenish evaporation without exceeding your system's capacity to prevent flooding. Neither we nor the manufacturer can be held responsible for damages incurred.
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**Terms and Conditions of Use of ReefSupplies.ca**
1. **Acceptance of Terms**
Your access to and use of ReefSupplies.ca is subject to these Terms and Conditions. By using the website, you fully accept the terms and disclaimers. If you do not accept these terms, you must stop using the website.
2. **Credit Card Details**
We do not collect credit card information. All transactions are processed by third-party processors, such as PayPal and Moneris. Please refer to our privacy policy for more information.
3. **Advice**
The contents of ReefSupplies.ca do not constitute professional advice and should not be relied upon for decision-making.
4. **Changes to Use**
ReefSupplies.ca reserves the right to change or remove the website or any part of it without notice and to modify these Terms and Conditions at any time. Your continued use of the website constitutes acceptance of such changes.
5. **Links to Third-Party Websites**
ReefSupplies.ca may include links to third-party websites. We do not endorse these sites and are not responsible for their content or availability.
6. **Copyright**
All copyright and intellectual property rights on the website and its content are owned or licensed by ReefSupplies.ca. You may access content solely for personal, non-commercial use. Downloading, copying, or distributing content without prior written consent is prohibited, except for personal use.
7. **Disclaimers and Limitation of Liability**
The website is provided on an "AS IS" basis without warranties of any kind. ReefSupplies.ca is not liable for any indirect or consequential damages arising from your use of the website. We make no guarantees regarding the uninterrupted or error-free functionality of the website.
8. **Indemnity**
You agree to indemnify and hold ReefSupplies.ca harmless from any claims or actions arising from your breach of these Terms and Conditions.
9. **Severance**
If any provision of these Terms and Conditions is deemed invalid, the remaining provisions will remain in effect.
10. **Governing Law**
These Terms and Conditions are governed by the laws of Canada, and you submit to the exclusive jurisdiction of Canadian courts.
11. **Sales Taxes**
Orders shipped to Québec will be charged 5% GST and 9.5% PST. Orders to British Columbia will incur 12% HST, while New Brunswick, Newfoundland, and Ontario will be charged 13% HST. Nova Scotia orders will incur 15% HST.
12. **Reward Points**
We reserve the right to modify or suspend our rewards program at any time. Points will be forfeited in case of refunds, credits, or returns and are not redeemable for cash. You earn 1 Reward Point for every $1 in subtotal, excluding taxes and shipping. Every 150 Reward Points equals $1 redeemable towards your order.
13. **Pricing**
We reserve the right to cancel orders due to product discontinuation or pricing errors. Orders will be fully refunded if necessary. Prices are subject to change without notice, and we do not guarantee pricing once an item has shipped.
14. **Product Images**
Product images are for display purposes only; actual products may vary. We do not guarantee specific colors or shapes. Contact us for information on the current batch color before ordering.
15. Special Order Items / Tariffs
Please contact us prior to placing an order to confirm availability and pricing for special order items.
Special order items cannot be canceled once the order has been placed. If an exception is made, we reserve the right to charge a 15% cancellation fee. This policy is non-negotiable, and by purchasing a special order item, you agree to these terms—just as you agree to all other terms and conditions on our site. This policy will be enforced to the fullest extent permitted by law.
If a special order item is subject to additional tariffs, duties, or import fees, we reserve the right to pass these charges on to you. In such cases, you will be notified in advance and may choose to cancel the order for a full refund before it is finalized.
16. Harassment and Abusive Conduct
Reef Supplies Canada maintains a zero-tolerance policy regarding harassment or abusive conduct. Any communication directed toward the Company, its employees, representatives, or affiliates that contains racist, discriminatory, threatening, profane, or otherwise abusive language shall be deemed a material breach of these Terms and Conditions. In the event of such a breach, the Company reserves the right, in its sole discretion, to: (i) terminate all further communications with the customer; and (ii) void, without refund or replacement, any and all existing or future warranty, service, or support obligations.
17. Freezing During Transit
Freezing temperatures do not affect aquarium dry goods, additives, or bacterial products, nor do they reduce their effectiveness once thawed. This includes, but is not limited to, items such as live sand and live or dormant bacteria products, which remain usable after thawing. Freezing is only considered an issue in the case of true live goods (e.g., animals, plants) or when packaging failure occurs as a direct result of freezing.
Minor expansion-related leakage, hairline splits, or very small cracks caused by freezing that do not result in a total product loss are considered negligible and are not eligible for refund or replacement.
Refunds or replacements will only be issued in cases of total loss where the product is no longer usable. In situations where a product has suffered partial loss, Reef Supplies Canada reserves the right to assess the extent of the loss and issue a prorated store credit at its sole discretion.
As with all products we sell, items may be returned within 30 days if you are not satisfied, provided the product is unused, unopened, and in its original packaging.
NOTE: Please allow proper thaw before using.
For further information, please contact us.
