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Customer Service

On this page you will find answers to the mostly commonly asked questions. This is a dynamic page and we are constantly making additions and changing items to keep it relevant.
DRY GOODS SUPPORT AND ORDERING INFORMATION
LIVESTOCK SUPPORT AND ORDERING INFORMATION
OTHER QUESTIONS

My question isn't answered here!
E-mail us at sales@jlaquatics.com
Call us at 1.888.840.1146 or fax to 604.444.1171


ANSWERS: DRY GOODS SUPPORT AND ORDERING
BEFORE ORDERING
  • General Concerns
    • Q: What forms of payment are accepted?
      • A: Online we accept: Visa, Mastercard, Interac or Paypal. In store we accept: Cash, Interac, Visa, Mastercard
    • Q: How do I place a group order?
      • A: See our group order information here.
  • Shipping Concerns
    • Q: If I order now, when will my order ship?
      • A: In most cases we ship orders received before 11AM PST the same day.
    • Q: What couriers do you use?
      • A: Our primary small packet couriers are Canada Post and UPS. Shipments can be arranged by other couriers at your request (free shipping policies exempt). Palletized shipments can also be arranged, please email us for details.
    • Q: Can you ship overnight to my address?
      • A: We ship overnight via UPS Express to most postal codes in Canada. If you would like us to check your postal code, or arrange express shipment via another courier, please call us at 888-840-1146.
  • Policy Concerns
    • Q: Free Shipping
      • A: See the full shipping policy by clicking here
    • Q: Price Match / Guarantee
      • A: We will beat ANY Canadian competitors' prices by 10% of the difference on all in-stock dry goods. Sorry, we cannot price match clearance sale items.
    • Q: Privacy Policy
      • A: See the full privacy policy by clicking here

AFTER ORDERING
  • General Concerns
    • Q: How can I view my order history?
      • A: Log in to your account by clicking "My Account" at the top of the website front page. Next, click on "My Orders" located in the "My Account" section of the left hand menu. To obtain copies of past invoices please contact our sales team at: sales@jlaquatics.com or by calling 888-840-1146.
    • Q: How can I add to an order that I’ve already placed?
      • A: First, please do not place a second order. Please contact our sales team at: sales@jlaquatics.com or by calling 888-840-1146.
  • Shipping Concerns
    • Q: What is the tracking number for my order?
      • A: Tracking numbers are generated by the shipping software and automatically emailed to you. If you have not obtained a tracking number and you should have, please contact our sales team at: sales@jlaquatics.com or by calling 888-840-1146. Please note that it can take a day for the tracking numbers status to be updated by the courier companies.
    • Q: My package tracks as delivered but hasn’t arrived.
      • A: In most cases the parcel(s) has been left in a secure place near the front door, or alongside the building if the destination is a house. Secondly, it has been scanned incorrectly by the driver and will be delivered later the same day, or the next day. If you have not received the shipment by the following day please contact our sales team at: sales@jlaquatics.com or by calling 888-840-1146; we will look in to the situation with the courier for you.
    • Q: I need technical support
  • Return Concerns
    • Q: I need to return a miss-ordered item.
      • A: Our sales team will be more than happy to arrange a return of unopened, and unused product for store credit. The item needs to be shipped back to us for processing – please contact us for a Return Merchandise Authorization (RMA) number: sales@jlaquatics.com or by calling 888-840-1146. For further information on our return policy please click here.
    • Q: When will my order ship?
      • A: We ship in-stock orders as fast as possible; orders received before 11AM PST ship the same day. Orders that are being 'Held for Backorders' (a backorder status selected at the time of order) will ship when the missing items become available. Please contact our sales team for arrival estimates of specific product: sales@jlaquatics.com or by calling 888-840-1146.
ANSWERS: LIVESTOCK SUPPORT AND ORDERING
BEFORE ORDERING
  • General Concerns
    • Q: What are the recommended acclimation procedures?
      • A: In order to make your livestock shopping experience with J&L Aquatics as enjoyable as possible we have outlined two acclimation procedures to follow when your new fish, coral, or invertebrate arrives to you. Remember, your critters have probably been in transport for many hours and simply dumping them in the aquarium will be a drastic (and possibly fatal) shock to their system! Please click here for detailed acclimation instructions.
    • Q: What is your live arrival guarantee?
      • A: Please click here for details on our livestock guarantee.
    • Q: Can I combine livestock with dry goods (& cold goods)?
      • A: We are able to combine a small number of dry goods (small), or cold goods with livestock orders at no additional shipping cost. Larger dry goods could also be included with livestock shipments at additional shipping cost. For further details beyond this please contact: sales@jlaquatics.com or 888-840-1146.
    • Q: How is the livestock packaged?
      • A: All animals are placed in double or triple ply bags and in some cases have newspaper between the layers. The bags are filled with oxygen, clipped, and placed in Styrofoam lined cardboard boxes. We use extended hour heat packs to ensure the animals stay comfortable for as long as possible. Beyond this, specific animals may need specialized packaging and we are careful to take appropriate steps where necessary.
    • Q: How do I place a group order?
      • A: Please begin by reviewing the policy found here and then contact our livestock sales team: sales@jlaquatics.com with your order list.
  • Shipping Concerns
    • Q: What airports do you ship to?
      • A: Click here for a table listing of airports we currently ship to.
    • Q:What days of the week can I arrange arrival on?
      • A: The arrival day depends on the airline chosen and destination airport. In most cases we ship for arrival by the major airlines (Westjet & Air Canada) on Tues, Thur & Sat. For local airlines such as Harbour Air or Hawk Air, you can expect to receive the order the same day (Tues or Thur, contact us to confirm). These estimates can be effected by holidays and the particular destination airport. Our livestock sales team can provide more specific information when necessary: sales@jlaquatics.com or 888-840-1146.
    • Q: Who can pick up my order?
      • A: Only the original purchaser (or spouse) can pick up the order at the airport. We must be notified in advance so that we can supply the appropriate names to the airline during the booking process – they will not release the shipment unless ID is shown.
    • Q: What do I need to bring with me to the airport?
      • A: Your personal ID will be all that is required to pick up your order. If a company name was also provided a business card can be helpful too.

AFTER ORDERING
  • General Concerns
    • Q: What are the recommended acclimation procedures?
      • A: In order to make your livestock shopping experience with J&L Aquatics as enjoyable as possible we have outlined two acclimation procedures to follow when your new fish, coral, or invertebrate arrives to you. Remember, your critters have probably been in transport for many hours and simply dumping them in the aquarium will be a drastic (and possibly fatal) shock to their system! Please click here for detailed acclimation instructions.
    • Q: I need to make a claim for DOA livestock.
      • A: If you are within 24 hours of receiving your order, please email us photographs of the DOA specimens and provide the invoice number for your purchase. A representative will contact you in short order.
  • Shipping Concerns
    • Q: What is my flight information?
      • A: On the day of shipping, one of our team members will contact you with your flight information. This will include the estimated time of arrival, and airway bill number. Should you have misplaced or not received that information please contact our sales team at: sales@jlaquatics.com or 888-840-1146 and we will be happy to provide that for you.
    • Q: Where do I pick up my order?
      • A: Click here for a table listing of airport addresses and telephone numbers where you will be able to pick up your order.
    • Q: Who can pick up my order?
      • A: Only the original purchaser (or spouse) can pick up the order at the airport. We must be notified in advance so that we can supply the appropriate names to the airline during the booking process – they will not release the shipment unless ID is shown.
    • Q: What do I need to bring with me to pick up my order?
      • A: Your personal ID will be all that is required to pick up your order. If a company name was also provided a business card can be helpful too.

ANSWERS: GENERAL FEEDBACK
  • Q: I’d like to recommend you carry a product.
  • Q: I’d like to suggest you post additional information about a product.
    • A: Please navigate to the product on our website and click on “Be the first to ask about this product”, below the item description. Enter your request in the form and select “Private” visibility. We will review it as soon as possible. Thank you for helping us to provide as much relevant information to our customers as possible.
  • Q: I’m just not happy.
    • A: We would like to change that! Please voice your concerns to the sales team or request to speak with a manager – a person will help you right away.
ANSWERS: ACCOUNT TROUBLE
  • Q: I forgot my password.
    • A: Please click on “Log In” at the top of the main page of the website. Next, enter your email address and hit the “Send Password” button. It will be done!
  • Q: I can’t remember which email my account is linked to.
    • A: Please make a new account and then notify our sales team that you had to do so in order to proceed. We will merge accounts for you.

ANSWERS: GIFT CARDS
  • Q: How do I purchase a Gift Card?
    • A: You have two options of purchasing a gift card. Online and in our physical store. If purchasing in-store, you will automatically receive a physical gift card. If purchasing online, you will be emailed the gift card number.
  • Q: Where can I use the Gift Card?
    • A: You can use your gift card either online or in-store. When using it online, on the check out page there is an area for you to select gift card for payment. You will then be prompted to enter the gift card number and cvc number (found on the back of the card). If there is any amount left owing on your order, you will have the option to pay via credit card or Paypal. If you want to use your online purchased gift card in-store, simply bring in the e-mail with the gift card number and cvc code on it, and we can manually enter it into the terminal.

ANSWERS: WHOLESALE INQUIRIES
  • Q: Do you wholesale your goods?
    • A: We sure do! We offer very competitive pricing on all of our supplies and equipment. We do not currently wholesale livestock.
  • Q: How do I apply for a wholesale account?
    • A: Send an e-mail to sales@jlaquatics.com with a copy of your current business license and what type of operation you are running (store, maintenance, etc.). We will also require all pertinent contact information. We do not offer wholesale accounts to internet only companies.