Learn More Here & Get Answers To The Most Common Questions We Receive

FAQ Section - Get The Answers To Your Questions Here

How can I shop online?

It's easy and it's free to join one of North Amercia's most exclusive sites for exotic rarities! Simply follow the sign-up requirements as outlined in the login form.

Joining is a very simple process. Simply Create An Account, and provide us with the following items as outlined in the form:

  • First Name
  • Last Name
  • Email Address
  • Create A Password
  • Phone Number
  • Billing Address
  • Delivery/Shipping Address (Even if you opt for local pickup later)
  • Agreement to all terms & conditions

Why do I need to provide my billing address and delivery/shipping address?

We ask for this information to ensure our Shipping/Fulfillment Team have your current information on file.

If your profile information is incorrect or not all the details are provided, this can cause an error in your shipments. Please ensure these fields are filled out with complete accuracy. You may update your account anytime on your own without needing to contact us.

If any of the form fields outlined above are not filled out properly, it can cause your account to be denied.

We also ask for this information to prevent fraud - yes, people do commit fraud unfortunately in the cyberspace!

Do you store or hold my credit card information?

We never hold nor store your credit card information. We only use PayPal and Stripe to accept our payments, which meet full PCI Compliance under federal eccomerce regulations in Canada. You will never be billed unless you fill out the mandatory fields in the payment gateway where you provide all the required details to execute a transaction.

Why should I join this portal? What's in it for me?

Click here to learn more!

So how is my information used? Do you have a privacy policy?

We certainly have a Privacy Policy explaining the details. Click here to read the details more in-depth. Please take your time to understand how we collect and utilize the details you share with us.

What are your terms & conditions for your online store/anything to do with Ecouarium Ltd?

Absolutely! Click here to read our terms & conditions.

How does shipping work?

Once your online shopping transaction is complete, our dedicated team will follow-up with you via the contact details you provide with a second invoice for shipping which will be issued after your first transaction. This allows us to locate the most suitable box size for your order and to combine orders if necessary. Please allow up to 48 - 72 hours for a follow-up. In the mean-time, your new purchases will have your name tagged to them while being cared for by our dedicated team of plant experts.

This shipping invoice will come in the form of a PayPal invoice, which can be paid with any major credit card. There is no need for you to have a PayPal account.

Is it true you do Canada Wide Overnight Winter Shipping?

We sure do, but this is on a case-by-case basis only. This means we monitor the weather conditions from the point of departure to the point where it's received. If the temperatures drop below -12 degrees Celsius on our Monday Shipping Cycle, we will happily hold your plants until the weather conditions improve to our acceptable margins of shipping required.

We will alert you if we need to delay your overnight winter shipment on account if it's too cold. We monitor conditions across Canada daily utilizing the Weather Network by Environment Canada.

Who do you ship with?

Our preferred vendor is with Purolator. We do use FedEx as well, but plan to budget an extra 30% for their services as they charge premium fees, even at our dealer-rated pricing with them.

Sounds good, how do I get a tracking number from you when you ship?

As soon as a label generates, it will automatically send you an email with your tracking information, and any orders via Purolator will automatically issue you updates. If it's a FedEX tracking number, expect an email from our Ecouarium Ltd. Support Team after your order ships.

So is overnight shipping guaranteed?

Overnight shipping is never guaranteed by us at Ecouarium Ltd. Despite the best intentions of our vendors who do our deliveries and their promises in timelines. We cannot guarantee any delivery timelines unless it is one of our direct staff or contractors doing our door-to-door deliveries for us.

So I am from Edmonton or near Edmonton, but I can't pick up, do you deliver?

We hire a private 3rd party contractor to make deliveries in Edmonton usually once a week if there is interest from the local region. We can make deliveries to towns and residences outside of the City of Edmonton limits/Sherwood Park zone for an additional surcharge.

Please view all rates for local delivery here.

What are these once a month Calgary deliveries I heard about?

We hire a private 3rd party contractor to make deliveries to Calgary once a month usually if there is interest from the local region. We can make deliveries to towns and residences on the way to Calgary - please email support@ecouarium.ca for a quote if it is outside our normal range of delivery.

Please view all rates for Calgary door-to-door deliveries here.

I don't need shipping, I just want to do local pickup. How does this work?

With COVID-19 cases spiking, we do not permit in-store browsing at this time till further notice. We are following the advice and guidelines from Alberta Health Services to keep our customers, staff, and everyone in the community safe.

After you place your order, please allow up to 48 hours to receive an email from our Ecouarium Ltd Support Team with a web link to book your 15 minute contactless pickup appointment. If you do not have an appointment scheduled with our website app, you cannot be gauranteed service for pickup.

I want to do in-store browsing, can I just be a walk-in?

We do not permit walk-in's at this time due to COVID-19. No in-store browsing is permitted. No exceptions will be made as we are striving to keep our customers and community safe. Thank you for your understanding. We will post updates as Alberta Health Services changes their advisories on how to keep people safe.

If I have questions, what's your contact information?

For any questions, please email support@ecouarium.ca or you can fill out our website form on this page.