Shipping & Returns
Everything you need to know about our delivery process, timelines, and hassle-free return policy.
1. Shipping Overview
At AquaArts, we are committed to delivering your premium fixtures and fittings safely and efficiently. We ship across Canada and to select international destinations. All orders are carefully packaged to ensure your products arrive in perfect condition.
Domestic Shipping
- Ships across all Canadian provinces
- Standard and express options available
- Free shipping on orders over $499
- Tracked and insured delivery
International Shipping
- Available to select countries
- Additional duties/taxes may apply
- Longer delivery timelines
- Contact us for a shipping quote
Packaging Standards
- Heavy-duty protective packaging
- Foam-padded for fragile items
- Moisture-resistant outer wrapping
- Every box labelled for safe handling
2. Order Processing
Once your order is placed, our team begins processing it promptly. Please review the processing timeline and cut-off times below to understand when your order will be prepared for shipment.
Orders Placed Before 12 PM EST (Mon–Fri)
Orders placed before noon on business days are processed the same day and handed to the carrier by end of business.
Orders Placed After 12 PM EST (Mon–Fri)
Orders received after noon are processed the following business day. You will receive a confirmation email with tracking details.
Weekend & Holiday Orders
Orders placed on weekends or public holidays are processed on the next available business day. No delay to shipping speed once dispatched.
Special Order / Custom Items
Items that are custom-ordered or not held in our standard stock may require additional lead time before shipping. You will be notified at checkout.
Order Confirmation
After placing your order, you will receive an email confirmation with your order number. Once your order ships, a second email will be sent with your tracking number and carrier information.
3. Shipping Methods & Timelines
We offer multiple shipping options to suit your timeline and budget. Estimated delivery times are business days and do not include weekends or public holidays.
Standard Shipping:
- Delivery Time: 5–8 business days across most of Canada
- Carrier: Canada Post, Purolator, or UPS (based on your location)
- Tracking: Full tracking provided via email
- Best For: Non-urgent orders where cost savings matter
Expedited Shipping:
- Delivery Time: 2–4 business days
- Carrier: UPS Expedited or FedEx Express
- Tracking: Real-time tracking with delivery notifications
- Best For: Projects with tighter timelines
Express / Overnight Shipping:
- Delivery Time: 1–2 business days (major cities)
- Carrier: UPS Express or FedEx Priority
- Tracking: Real-time tracking with signature confirmation
- Best For: Urgent replacements or last-minute project needs
Remote Area Shipping:
- Delivery Time: 7–14 business days depending on location
- Carrier: Canada Post (best coverage for remote areas)
- Note: Some remote communities may incur additional carrier surcharges
- Contact Us: Call or email us to confirm delivery availability
Delivery Estimates
Delivery timelines are estimates provided by carriers and are not guaranteed. Delays may occur due to weather, high shipping volumes (e.g. holidays), or carrier-side issues. AquaArts is not liable for delays once the package has been handed to the carrier.
4. Shipping Rates & Free Shipping
Shipping rates are calculated at checkout based on your order weight, dimensions, and delivery location. We strive to offer competitive rates and pass on free shipping thresholds to our customers.
Free Shipping Eligibility:
- Threshold: Free standard shipping on all orders over $499 CAD
- Applies To: Standard shipping within Canada only
- Exclusions: Oversized items, remote areas, and international orders may still incur charges
- Discount Applied: Automatically applied at checkout when eligible
Flat Rate Shipping:
- Orders Under $499: Flat rate of $15–$25 CAD depending on province
- Heavy/Oversized Items: Additional freight charges may apply for items over 30 lbs
- Express Options: Priced based on real-time carrier quotes at checkout
Included in Free Shipping
- All standard stock items
- Orders meeting the $499 threshold
- Deliveries within Canadian provinces
- Standard delivery timeframe
Not Included in Free Shipping
- Express or overnight options
- Orders shipping internationally
- Freight/oversized shipments
- Remote area surcharges
5. Tracking Your Order
We want you to know exactly where your order is at every step of the journey. Once your order is dispatched, you will receive a tracking number via email.
How to Track Your Order:
- Email Notification: A tracking link is sent to your registered email after dispatch
- Carrier Website: Enter your tracking number directly on the carrier’s website (UPS, FedEx, Canada Post, or Purolator)
- My Account: Log into your AquaArts account to view your order status and tracking at any time
- Contact Us: If you need help locating your order, call or email our support team
Tracking Status Guide:
- Order Confirmed: Your order has been received and is being processed
- Order Shipped: Package has left our warehouse and is with the carrier
- In Transit: Package is moving through the carrier network
- Out for Delivery: Package is on a delivery vehicle and will arrive today
- Delivered: Package has been delivered to the specified address
Tracking Not Updating?
It can take up to 24 hours for tracking information to appear after your shipping confirmation email. If tracking remains static for more than 48 hours, please contact our support team and we will investigate with the carrier on your behalf.
6. Damaged or Lost Shipments
We take great care in packaging your order. However, if your shipment arrives damaged or does not arrive at all, we are here to help resolve the issue quickly.
If Your Order Arrives Damaged:
- Step 1: Do not discard the original packaging — it will be needed for any claim
- Step 2: Take clear photos of the damaged packaging and the damaged product
- Step 3: Contact us within 48 hours of delivery at support@aquaart.ca or call 1-800-991-8827
- Step 4: Our team will review your claim and arrange a replacement or refund promptly
If Your Order Has Not Arrived:
- Check Tracking: First verify the latest status via your tracking link
- Check with Neighbours: Sometimes parcels are left with a neighbour or in a safe spot
- Wait 1 Business Day: Carriers sometimes mark as delivered slightly early
- Contact Us: If still missing after 24 hours, reach out and we will file a lost parcel investigation
Report Damage Promptly
Damage must be reported within 48 hours of delivery. Claims submitted after this window may not be eligible for replacement or refund. Always inspect your delivery upon arrival.
7. Return Policy Overview
We stand behind the quality of every AquaArts product. If you are not completely satisfied with your purchase, we offer a straightforward return process within our policy window.
Return Window
Returns accepted within 30 days of the delivery date for most items in original, unused condition.
Condition Required
Items must be unused, uninstalled, and returned in original packaging with all accessories and documentation included.
Refund Method
Approved refunds are issued to the original payment method within 5–10 business days after we receive and inspect the returned item.
Eligible Returns:
- Products returned within 30 days of delivery
- Items in original, unused, and uninstalled condition
- Products in original packaging with all included accessories
- Items purchased directly through AquaArts (online or in-store)
Return Shipping Costs:
- Defective / Wrong Item: AquaArts covers all return shipping costs
- Change of Mind: Customer is responsible for return shipping costs
- Damaged in Transit: AquaArts covers return shipping — report within 48 hours
- Restocking Fee: A 15% restocking fee may apply to large or special-order returns
8. How to Initiate a Return
Starting a return is easy. Follow the steps below and our team will guide you through the entire process.
Contact Our Returns Team
Email us at returns@aquaart.ca or call 1-800-991-8827 with your order number and reason for return. Our team will review your request and respond within 1 business day.
Receive Return Authorization (RA)
Once approved, you will receive a Return Authorization number and instructions. Returns sent without an RA number may be refused or delayed.
Pack Your Item Securely
Re-pack the item in its original packaging. Include all accessories, manuals, and hardware. Write your RA number clearly on the outside of the box.
Ship the Item Back
Drop off your parcel at any carrier location. Use a trackable shipping method. If AquaArts is covering return shipping, we will email you a prepaid label.
Inspection & Refund Processing
Once received, we inspect the returned item within 2–3 business days. Upon approval, your refund or exchange is processed and you will be notified via email.
Return Address
AquaArts Returns Department
8247 130 Street
Surrey, B.C, V3W 7X4
Canada
Always include your Return Authorization number inside and on the outside of the package.
9. Refunds & Exchanges
We want to make the refund and exchange process as smooth as possible. Here is what to expect once your return has been received and inspected.
Refunds:
- Processing Time: Refunds are processed within 5–10 business days of receiving the returned item
- Refund Method: Returned to the original payment method (credit card, PayPal, etc.)
- Partial Refunds: May apply if the item shows signs of use, missing accessories, or damaged packaging
- Original Shipping Costs: Not refunded unless the return is due to our error (wrong item, defect)
- Confirmation Email: You will receive an email once your refund has been issued
Exchanges:
- Exchange Window: Exchanges accepted within 30 days of delivery
- Same Value: Exchange for an item of equal or lesser value — difference refunded
- Higher Value Item: Pay the price difference and a new order will be placed
- Availability: Exchanges are subject to product availability
- Shipping on Exchange: Outbound shipping on the replacement item is complimentary
What Speeds Up Your Refund
- Including your RA number on the package
- Using original packaging for return
- Including all original accessories
- Shipping promptly after RA approval
What May Delay Your Refund
- Missing RA number on return parcel
- Item returned without original packaging
- Signs of installation or use
- Missing accessories or documentation
10. Non-Returnable Items
Certain items cannot be returned due to hygiene, safety, or custom-order reasons. Please review the list below before initiating a return request.
Items Not Eligible for Return:
- Installed Products: Any fixture that has been installed, connected to plumbing, or shows signs of use
- Custom & Special Orders: Items ordered in custom finishes, sizes, or configurations not part of standard inventory
- Sale & Clearance Items: All final sale items are non-returnable unless defective
- Hygiene-Sensitive Products: Shower heads, personal care fixtures opened from packaging
- Damaged by Customer: Items damaged due to improper installation, misuse, or neglect
- Returns After 30 Days: Returns requested beyond the 30-day return window are not eligible
- Missing Packaging/Accessories: Items returned without original packaging or with missing parts
Custom Orders Are Final Sale
Custom-finish and special-order products are made to your specifications and cannot be returned or exchanged unless there is a manufacturer defect. Please confirm your selections carefully before placing a custom order.
Defective Items — Always Eligible:
Regardless of any exclusion above, if an item is defective or fails under normal use within the warranty period, it is always covered. Please refer to our Warranty Information page for full details.
Not Sure If Your Item Qualifies?
Contact our support team and we’ll review your specific situation. We always aim to find a fair solution — even in edge cases. Reach us at returns@aquaart.ca or call 1-800-991-8827.
Need Help With Shipping or Returns?
Address
8247 130 Street Surrey, B.C, V3W 7X4 Canada
Trusted service across Canada