Canada-wide and Local Delivery FAQ

1. How does Free Shipping work?

A: Standard Shipping

BC, AB, SK - Free Shipping Over $99.99
MB, ON, QC - Free Shipping Over $124.99
PEI, NL, NS, NB, YK- Calculated rates via Canada Post
Live Fish / Coral Shipments - Calculated rates

B: Live Fish and Coral Shipping (More on this on section 18a)

Minimum livestock order is $100 CAD, before taxes and shipping.

Destination	$100–$199.99	$200–$299.99	$300–$449.99	$450+
Alberta	$49.99	$39.99	$24.99	Free
BC Mainland / SK / MB	$54.99	$44.99	$29.99	Free
Vancouver Island	$64.99	$54.99	$39.99	TBA
Ontario / Quebec	$59.99	$49.99	$34.99	Free
NB / NS / PEI	$69.99+	$59.99+	$39.99+	Quote
Newfoundland	Quote	Quote	Quote	Quote
Remote / Northern	Quote	Quote	Quote	Quote

2. Why don't I see Free Shipping at checkout?

Our Free Shipping does not qualify to "Heavy Items" such as cat litter, large bags of kibble, terrariums, aquariums, or large bags of substrate or items of similar stature. "Heavy" items will not provide the option of Free Shipping at checkout.

You may also have a product that doesn't qualify for shipping - please note that we do not ship Canada-wide live plants, insects, frozen products, and most glass products, including fish tanks and terrariums. Products that we are unable to ship will only be available for pickup at our sole location in Calgary, AB or on some rare cases, Local Delivery or intercity from Calgary > Edmonton. 

3a. How does Local Delivery work?

We are accepting local deliveries within Calgary and surrounding areas (Airdrie, Cochrane, Chestermere, Okotoks etc)! Our rates are calculated based on your distance from the store - simply select Local Delivery at checkout. Local Deliveries may arrive in 0-2 days from placing the order, however we aim to be same day or next day delivery. 

3b.*NEW* We can now accept intercity "local" deliveries between Calgary > Edmonton for select terrariums, aquariums and stands. Give our e-commerce office a call for a quote for the item you are looking for!

3c. While we take great care to ensure your order arrives in excellent condition, please note that we cannot guarantee frozen items will remain fully frozen during Local Delivery. By purchasing frozen products for Local Delivery, customers acknowledge that items may arrive partially or fully thawed, depending on factors such as weather, delivery timing, and availability to receive the order.

We recommend being home at the time of delivery or arranging for someone to promptly place your frozen items in the freezer upon arrival.

* Please note that we do not guarantee same-day delivery. *

4. How long will it take for my Local Pickup (Curbside pickup) to be ready? 

Local Pickup (curbside) orders are usually ready for pickup within 24-48 hours. You will receive an email when your order is confirmed, as well as a second email when it is ready to be picked up.

5. I placed an order but never received a confirmation email. What should I do? 

If you have not received a confirmation email for an order you placed, please double check your junk email and phone messages in case we tried to contact you. If nothing is in your junk email or phone messages please contact us within 24 hours of placing your order!

6. I received an email saying my order was delivered but I haven’t received it yet. What should I do?

Please contact us here within 24 hours of receiving your delivery email so we can look into it for you.

7. Will I receive a tracking number?

Yes! As soon as your order has been processed you will receive an email with your tracking information. If you've selected Local Pickup, you will receive either an SMS message or an email when your order is delivered - remember to check your junk mail.

8. How long will it take for my order to arrive?

Estimating delivery time can be tricky, but on average orders going to Alberta take 1-3 business days, British Columbia and Saskatchewan usually arrive in 2-5 business days. Manitoba and Ontario take around 5 business days and Quebec, Yukon, Northwest Territories and the Maritimes can take as long as 5-15 business days. Once your order is received, we package it up and process it as quickly as we can to ensure you get it as quickly as possible.

9a. Do I need to be home to sign for my order?

For your convenience, most of our packages are shipped out without a signature required, meaning the courier will leave the package at your doorstep. If you would prefer your order to require a signature, please leave a note during checkout.

9b. All products purchased from Pisces are made pursuant to a shipment contract, and the risk & responsibility of stolen/lost packages that are delivered without a signature required passes to the customer upon confirmed delivery from the courier.

10. Do you ship to the Northwest Territories, Nunavut, or the Yukon?

As long as Canada Post is able to deliver to your address. 

11. Do you ship to the USA?

Not at this time.

12. Who will be delivering my order?

We may use UPS, Canada Post, or Canpar at our sole discretion. We also offer Local Delivery within Calgary and area with Trexity and Deeleo Local Delivery services.

13. Do you ship livestock?

As of October 2026, we are opening shipments to fish and coral Canada-wide. Please give us a call or keep a look out for our new Livestock FAQ found at the bottom of this page, and new Fish/Coral Stock on the main page of the website. It is important to note livestock shipping is NOT going to be the same protocol as dry good shipping. 

14. Do you ship frozen items or live feeder insects?

Yes, within Calgary/Local only. Select Local Delivery at checkout.

15. Do you ship fish tanks, stands, etc.?

Only within Calgary or intercity from Calgary>Edmonton. Select Local Delivery at checkout and size of product will determine if we are able to deliver it, or contact the e-commerce office at ecom@piscespets.com if you are unable to organize delivery on your end. Unfortunately, we do not ship most large glass products across Canada at this time.

16a. Missing or Stolen Packages After Delivery
Once a package has been marked as delivered by the courier, or a local delivery notification has been issued, responsibility for the parcel transfers to the customer. If you believe your package is missing after a delivery confirmation has been provided, you must first contact the courier directly to open an investigation. In most cases, missing or stolen package claims must be handled through the courier, as the parcel is no longer in our possession once it has left our warehouse.

16b. You must notify us within 24 hours of the successful delivery notification. This allows us to assist where possible and review delivery details on our end. Claims made beyond 24 hours of confirmed delivery may not be eligible for coverage, replacement, or reimbursement.

16c. We strongly recommend checking around your property (including secure or hidden locations), with neighbors, or with anyone at the delivery address before reporting a missing package, as couriers may leave parcels in safe or discreet locations.

17. I don’t see an item I want on the website, what should I do?

Please contact us here, or call the store at (403) 274-3314 and ask for Ecommerce!

Live Fish & Coral Shipping FAQ

We are now excited to offer live fish and coral shipping across Canada! At Pisces Pet Emporium, the health and safety of our aquatic livestock is our top priority. We take special care when preparing and packaging every shipment to help ensure your new aquatic additions arrive safely.

18a. What days do you ship live fish and coral?

Live fish and coral orders are shipped Monday and Tuesday, depending on your location, courier availability, weather conditions, and the livestock being shipped. Customers will be contacted for any livestock purchases to organize shipping date. 

18b. Please note that live fish and coral shipments may be delayed or rescheduled due to weather conditions, extreme temperatures, courier disruptions, or other circumstances beyond our control. The health and safety of our livestock is our top priority, and shipments will only proceed when conditions are suitable for safe transport.

19a. Do you ship live fish and coral across Canada?

Yes! We offer live fish and coral shipping to eligible addresses across Canada using UPS priority shipping services. Depending on your location, shipments may take 1–2 business days to arrive. Certain species and sensitive livestock may only qualify for overnight shipping. Some remote or rural locations may not qualify for live livestock delivery due to extended transit times or limited courier service.

19b. Can you ship to a P.O. Box?

No. Live fish and coral shipments require a valid physical delivery address. A signature is required upon delivery where supported by UPS. Someone must be available to receive the shipment. We cannot authorize shipments to be left unattended at the delivery address.

Approved UPS pickup locations may be available, provided they accept live aquatic livestock. Shipments must be collected on the day they arrive.

20. What happens if the weather is too hot or cold?

The safety of our livestock always comes first. We monitor temperatures in Calgary, and at the destination, and along the shipping route before dispatching orders. Shipments may be postponed when temperatures fall to unsuitable temperatures or whenever weather conditions could compromise livestock safety. 

Extreme weather, storms, and courier disruptions may also result in shipping delays.

If your shipment needs to be rescheduled, our team will contact you.

21. How are live fish and coral packaged?

All live fish and coral are carefully inspected and professionally packaged by our experienced aquatic staff.

Depending on the livestock and weather conditions, shipments may or always include:

• Insulated shipping boxes
• Appropriate fish bags or containers
• Oxygen-filled bags when required
• Heat packs or cooling materials when necessary
• Protective packaging to prevent movement
• Live livestock handling labels

Our goal is to maintain safe conditions throughout transportation.

22. Is there a minimum order for live fish and coral?

Yes. The minimum livestock order is $100 CAD before taxes and shipping.

Live fish and coral must be purchased separately from regular dry goods orders.

23. Will larger orders cost more to ship?

Shipping charges depend on your delivery location, shipping service, and the size of the insulated box required. Larger orders may require additional packaging or multiple boxes, which can affect shipping costs. All applicable shipping charges will be calculated at checkout.

24. Will I receive tracking information?

Yes! Once your order ships, you will receive an email containing your UPS tracking information. We also send a reminder before your scheduled shipping date so you can prepare to receive your livestock.

A valid email address and phone number are required for all livestock orders.

25. What happens if my fish or coral arrives dead?

We offer a Live Arrival Guarantee on eligible livestock shipments, subject to our shipping terms and conditions. Any Dead on Arrival (DOA) concerns must be reported within 2 hours of the delivery notification timestamp.

To submit a claim, customers must provide:

• A clear photo of the affected livestock inside its unopened shipping bag or container
• A clear photo of the affected livestock on a white background
• Their order number and contact information

Our guarantee covers arrival only and does not extend to losses occurring after acclimation. Courier delays, missed deliveries, and unattended shipments are excluded from our voluntary guarantee, subject to applicable consumer protection laws.

26. Can I change or cancel my shipping date?

Customers will be contacted to arrange the shipping date. Most shipments may be leaving on a Monday or a Tuesday for 24 - 48 hour delivery. 

Once an order is placed and confirmed, shipping date changes cannot be requested by the customer. However, Pisces Pet Emporium may reschedule shipments due to weather, livestock health, or courier availability.

Orders may be cancelled for a full refund before livestock preparation begins.

27. Are there holiday shipping restrictions?

Yes. Live livestock shipments may be temporarily suspended during major holidays and periods of heavy courier traffic. Our tentative scheduled Christmas shipping break is December 15 through January 4, with shipments planned to resume January 5 weather permitting.

28. Have questions about shipping live fish or coral?

Our experienced aquatic team is happy to help answer questions about livestock availability, shipping eligibility, and safe transportation.

Pisces Pet Emporium

4921 Skyline Way NE, Calgary, Alberta

Website: www.piscespets.com

Email: ecom@piscespets.com

All livestock shipments are subject to availability, weather conditions, courier service, and the health and safety of the animals. Pisces Pet Emporium reserves the right to postpone or decline shipments when safe delivery cannot reasonably be assured.